Raechel LaBerge

• Developed standard processes to operate a small business call center and dispatch for HVAC.
• Responsible for day to day operations of the call center, dispatch and sales lead coordinator position.
• Developed scripting for various customer service situations.
• Worked with digital marketing platforms such as Angi leads.
• Assisted with implementation of Successware with Connection CRM.

• Developed training material for new hires and for individual tenant training across the platform.
• Lead onboarding and training for new hire classes and CSRs who were starting in new tenants.
• Developed continuous learning program for CSRs.
• Performed behavior, call and KPI assessments for individual CSRs and performed follow up coaching as necessary including developing individual performance improvement programs.

• Began as a customer service representative and worked up to manager.
• Coached and tracked KPIs for a small 6-9 person call center.
• Was responsible for keeping the service technicians days full.
• Participated and volunteered in company cultural events.
• Engaged in continuous learning and ensured the continued learning of my direct reports.
• Handled disciplinary actions as needed for my direct reports.

• Ran the front counter including auction sales, U-haul rental, UPS sales and text book buyback.
• Responsible for the intake, processing and listing of consignment items.
• Responsible for training new hires.

• Responsible for the safe use of adventure equipment including archery equipment, mountain bikes, zip line, high ropes courses and rock walls.
• Created specialist staff schedules for upwards of 30 groups per week.
• Lead camp activities such as camp out, camp fires, games, songs and skits.

Outside of summer:

• Lead visiting school groups in science based curriculum, adventure activities, team building, communication and problem solving classes.
• Lead visiting corporate groups in team building, communication, problem solving and adventure activities.