Rachelle Proctor
Deer Park,WA
Summary
Proven adaptable leader at PEMCO, with a relentless focus on the on the customer experience. Cultivating a culture of continuous improvement, collaboration, improved efficiency, and nurtured customer relationships. Skilled in operations management and effective communication, adept at driving change and achieving operational excellence.
Overview
16
16
years of professional experience
Work History
Interim Director, Customer Engagement
PEMCO Mutual Insurance Company
05.2024 - Current
- Cultivated a positive work environment that fostered employee engagement, and boosted overall team morale.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Negotiated favorable contracts with vendors for reduced costs and improved service quality.
Manager, Customer Engagement
PEMCO Mutual Insurance Company
08.2012 - 05.2024
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Customer Engagement Specialist
PEMCO Mutual Insurance Company
09.2008 - 08.2012
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Established rapport with clients through active listening skills and empathetic problem-solving abilities in challenging situations.
- Developed effective training materials to onboard new team members quickly, ensuring consistent service quality across the department.
- Collaborated with cross-functional teams to gather feedback and improve overall customer experience throughout various touchpoints.
- Implemented data-driven strategies to personalize interactions with customers, fostering stronger connections and promoting brand advocacy.
Education
Bachelor of Science - Business Management
Western Governors University
Washington01.2021
Skills
Effective leader
Teamwork and Collaboration
Verbal and written communication
Contract and Vendor Management
Operations Management
People Management
Performance Evaluation and Monitoring
Change Management
Strategic Planning
Timeline
Interim Director, Customer Engagement
PEMCO Mutual Insurance Company
05.2024 - Current
Manager, Customer Engagement
PEMCO Mutual Insurance Company
08.2012 - 05.2024
Customer Engagement Specialist
PEMCO Mutual Insurance Company
09.2008 - 08.2012
Bachelor of Science - Business Management
Western Governors University
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