Overview
Work History
Education
Skills
Timeline
Summary
Activities and Interests
Generic
Rae Darrow

Rae Darrow

Evanston,IL

Overview

14
14
years of professional experience

Work History

Tier I Customer Support Specialist

Elation Health
San Francisco , California
04.2022 - Current
  • Foster trusted relationships with Providers by addressing customer service requests through email, phone or screen share
  • Excellent relationship management and customer service that involves cross team collaboration
  • Deep user empathy and uncompromising commitment to delivering delightful customer experience
  • Confident communicator and skilled negotiator who can deliver delightful, empathetic user experience
  • Collect pertinent information from customers to investigate tickets, and escalate when necessary.

Client Care Specialist I

Backstop Solutions Group
Chicago, IL
06.2021 - 04.2022
  • Promptly identifies, researches, and resolves both technical as well as non-technical user issues.
  • Participates fairly and equitably with Client Care team in handling incoming client calls, email inquiries and other forms of communication, from both external firm clients as well as internal application users in need of technical support assistance.
  • Analyzes client feedback, feature request and other inquiries as necessary and works directly with development team to ensure coordinated effort for release of features and fixes.
  • Used Confluence to document improvement in processes and communicate company wide.

Contact Center Representative

Advocate Aurora Health
Chicago, Illinois
11.2020 - 06.2021
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.

Parole Agent I

California Department Of Corrections And Rehabilitation
San Francisco, CA
12.2007 - 07.2016
  • Oversaw activities to monitor offender compliance with conditions of supervision.
  • Counseled over 20-80 offenders on problem-solving and crisis resolution to develop strategies for goal attainment.
  • Coordinated and worked closely with law enforcement, social service agencies and mental health providers.
  • Performed routine home inspections and drug tests for offenders on parole.
  • Reported violations of parole conditions to appropriate authorities and maintained record of case activity.
  • Arranged substance abuse rehabilitation for offenders.

Barista/Shift Supervisor/Assistant Manager

Starbucks
San Francisco, California
06.2004 - 09.2007
  • Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.

Education

Bachelor of Arts - Liberal Studies/Health Education

San Francisco State University
San Francisco, CA
05.2005

Skills

  • Flexible and Adaptable
  • Empathetic and Compassionate
  • Self-Motivated, Team-building
  • G-Suite
  • MS Office, Excel
  • Data Entry
  • Salesforce, Slack, Asana, Power BI, Zendesk, Confluence, Jira, Power BI
  • Type 70-80 WPM

Timeline

Tier I Customer Support Specialist

Elation Health
04.2022 - Current

Client Care Specialist I

Backstop Solutions Group
06.2021 - 04.2022

Contact Center Representative

Advocate Aurora Health
11.2020 - 06.2021

Parole Agent I

California Department Of Corrections And Rehabilitation
12.2007 - 07.2016

Barista/Shift Supervisor/Assistant Manager

Starbucks
06.2004 - 09.2007

Bachelor of Arts - Liberal Studies/Health Education

San Francisco State University

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Devoted troubleshooter with established reputation as sharp technology expert when working with customers to identify and deploy solutions. Broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer service.

Activities and Interests

I enjoy athletics, reading, camping, mountain bike riding and taking my children on outside adventures. LGBTQAI advocacy, and additional social activism.

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Rae Darrow