Summary
Overview
Work History
Education
Skills
Websites
Awards
Timeline
Generic

Rachel Zach

Ann Arbor,MI

Summary

Tech enthusiast and people connector, I've honed a dynamic skill set across various roles. From crafting meaningful connections to driving sales growth, my journey has been fueled by adaptability and a passion for exceptional customer experiences. Ready to leverage my technical prowess and interpersonal finesse as a vibrant addition to a Customer Experience or Customer Success Manager role.

Overview

10
10
years of professional experience

Work History

Customer Experience Specialist

Wantable
11.2022 - Current
  • Cultivated meaningful human connections and fostered positive client relationships, consistently leaving a lasting, positive impact on their lives.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Spearheaded initiatives to boost long-term client relationships, contributing to a remarkable 22% increase in company sales from Q1 2022 to Q1 2023.

Account Manager

Jay Schmidt Group - Keller Williams Realty
11.2021 - 06.2023
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings with a portfolio of up to 75 clients simultaneously.
  • Drove sales initiatives resulting in an exceptional $25 million in sales for 2022, demonstrating a remarkable 66% increase from the previous year.
  • Documented customer interactions in internal database to maintain customer service history details.

Customer Support Representative

Advocate-Aurora Healthcare
11.2020 - 08.2021
  • Contributed ideas and practical solutions to support process improvement efforts.
  • Connected with customers to address questions and resolve issues through phone and email.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.

Editorial and Research Coordinator

Cornerstone Press
09.2018 - 05.2019
  • Led and managed multiple projects from conceptual stage through to launch.
  • Prepared, rewrote, and edited pieces to improve readability and impact.
  • Managed team of writers and junior editors to deliver accurate and engaging content.
  • Editor on the following publications: The Almost-Children by Cassondra Windwalker; Nothing to Lose by Kim Suhr; Stranger, Creature, Thing, Other by Clint Jones; UWSP's Then, Now, Forever.

Academic Support Specialist

UWSP
01.2016 - 05.2019
  • Led independent sessions in groups and one-on-one to teach editing, writing, and English grammar
  • Mentored individuals with learning disabilities and generated study plans for their specific needs.
  • Accomplished multiple tasks within established timeframes.

Manager

The Main Grain Bakery
07.2013 - 05.2019
  • Generated and maintained relationships with vendors and clients.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.

Education

Bachelor of Science - Biology

University of Wisconsin - Stevens Point (UWSP)
Stevens Point, Wisconsin
05.2019

Skills

  • Microsoft Suite
  • Google Products
  • Zoom
  • Slack
  • Windows
  • Mac OS
  • Relationship-building
  • Adaptability
  • Growth mindset
  • Problem-solving
  • Organization

Awards

  • 2019 - Student commencement speaker at college graduation.
  • 2022 - Agent of the Year, Keller Williams Milwaukee - Jay Schmidt Group.
  • 2023 - Stylist of the Month in March.

Timeline

Customer Experience Specialist

Wantable
11.2022 - Current

Account Manager

Jay Schmidt Group - Keller Williams Realty
11.2021 - 06.2023

Customer Support Representative

Advocate-Aurora Healthcare
11.2020 - 08.2021

Editorial and Research Coordinator

Cornerstone Press
09.2018 - 05.2019

Academic Support Specialist

UWSP
01.2016 - 05.2019

Manager

The Main Grain Bakery
07.2013 - 05.2019

Bachelor of Science - Biology

University of Wisconsin - Stevens Point (UWSP)

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Rachel Zach