Rachel Williams
Pembroke Pines,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
18
18
years of professional experience
Work History
Remote Operations Manager/ Student Analyst
Fundamental Life Skills Center
Coral Springs , FL
01.2022 - Current
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Delivered excellent customer service.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Assessed customer issues and identified resources and tools to provide solid solutions with emphasis on minimizing customer effort.
- Implemented and developed customer service training processes.
- Designed, supervised, and implemented students' IEP/VBMapp.
- Effectively worked with a large team of groups and individual supervision meetings with clinical supervisors.
Operation Manager/Administration
LDSB Holdings, Inc.
Miami , FL
10.2013 - 08.2021
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
- Assist in developing several new B2B & B2C sales policies with success.
Achieve sales goals for CEO’s and upper management by increasing revenue by 45% and bringing in new customers. - Manage annual budget in excess $40 million, approve monthly expenditures, and ensure company resources optimally allocated amongst 42 products to maximize profits.
Account Executive
IHeart Media/Clear Channel Outdoor
Miami/Miramar , FL
02.2018 - 12.2019
- Generated advertising revenue and met sales targets through the creation and renewal of sales contracts.
- B2B & B2C Sales.
- Communicated and coordinated with Charting and other internal departments.
- Updated Sales Force CRM tool daily, including contacts,
opportunities, appointments, etc. - Analyzed consumer needs and developed innovative solutions.
- Developed and maintained
strong relationships with clients to foster long-term partnerships and maximize revenue opportunities. - Identified new business opportunities and actively prospected for potential clients in the market.
Admin. Asst. II/HR Recruiter/ Global Learning & Development
Bank Of America
Sunrise/ Fort Lauderdale , FL
01.2008 - 05.2012
- Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Developed recruiting strategies to identify qualified candidates and build network.
- Verified applicant references and employment details.
- Assisted Bank of America Human Resource Departments with interviewing 450 candidates and completing I-9s for all new hires
for multiple sites and on-site locations - Assisted BOA Global Learning department with testing and planning for new and existing associates.
- Created, maintained, and updated various student/employee records through Sharepoint/ CRM.
- Develop and implement a comprehensive onboarding program for new hires, including orientation sessions, training materials, and mentorship opportunities.
- Collaborate with hiring managers to understand job requirements and develop effective recruitment strategies
- Collaborate with HR departments to develop and implement a diversity and inclusion strategy, including training programs, policies, and initiatives, to create a more inclusive and equitable workplace environment
Advertising Sales Representative/Graphic Designer
Admarde Solutions
Miami , FL
06.2005 - 12.2007
- Created and presented media and advertising packages to prospective customers.
- Used consultative sales techniques to pinpoint customers' advertising needs and close on short-term and long-term sales contracts.
- Developed strong relationships with advertisers and negotiated pricing following established procedures.
- Provided ongoing customer support via phone, email, or chat to ensure customers are receiving a high level of service.
- Developed relationships with existing clients in order to increase retention rates and expand services offered per client.
- Prepared print ad proofs for final approvals
Education
Master of Science - Applied Behavior Analysis
Purdue Global University
West Lafayette, IN08.2024
Bachelor of Science - Communications/Marketing And Sales
University of Phoenix
Tempe, AZ01.2018
Associate of Arts -
Broward College
Fort Lauderdale, FL07.2015
Skills
- Order and Refund Processing
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- De-escalation Techniques
- Establishing and Maintaining Customer Relationships
- Multi-Line Phone Systems
- First-Tier Technical Support
- Team-Oriented and Cooperative
- Time Management
- Inbound and Outbound Calling
- Invoice Preparation and Processing
- LiveChat Messaging
- Computer Proficiency
Timeline
Remote Operations Manager/ Student Analyst
Fundamental Life Skills Center
01.2022 - Current
Account Executive
IHeart Media/Clear Channel Outdoor
02.2018 - 12.2019
Operation Manager/Administration
LDSB Holdings, Inc.
10.2013 - 08.2021
Admin. Asst. II/HR Recruiter/ Global Learning & Development
Bank Of America
01.2008 - 05.2012
Advertising Sales Representative/Graphic Designer
Admarde Solutions
06.2005 - 12.2007
Master of Science - Applied Behavior Analysis
Purdue Global University
Bachelor of Science - Communications/Marketing And Sales
University of Phoenix
Associate of Arts -
Broward College
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