RAEGAN CONARD RICE
Candler,N.C.
Summary
Dynamic customer service leader with a proven track record at Thermo Fisher Scientific, excelling in process improvement and team leadership. Expert in conflict resolution and KPI tracking, I drive operational excellence and foster employee engagement, consistently achieving performance goals while enhancing customer satisfaction.
Overview
26
26
years of professional experience
Work History
Supervisor, Customer Service
Thermo Fisher Scientific
Asheville, North Carolina
01.2015 - Current
- Led development of Customer Service Representatives, ensuring high-quality service and operational excellence across functions.
- Oversaw daily operations, consistently meeting or exceeding key performance indicators (KPIs).
- Managed complex customer and partner inquiries, collaborating cross-functionally for effective solutions.
- Identified and implemented Practical Process Improvement initiatives aligned with corporate goals.
- Fostered employee engagement through coaching, mentoring, and regular performance development meetings.
- Supported cross-training initiatives to enhance team collaboration and operational flexibility.
- Utilized Customer Relationship Management systems to maintain data integrity and support accurate reporting.
- Ensured adherence to process expectations and operational standards for data accuracy and quality.
Customer Service Advocate
Thermo Fisher Scientific
Asheville, North Carolina
03.2012 - 01.2015
- Analyzed daily performance metrics to enhance team alignment and workflow efficiency.
- Led resolution of high-level customer escalations using advanced conflict resolution techniques.
- Served as Team Lead backup, supervising evening shifts with real-time coaching support.
- Onboarded new hires, training on customer service tools and cross-functional applications.
- Monitored service queues proactively to ensure adherence to service level standards.
- Managed escalated service cases and customer service inbox, maintaining order management documentation.
- Balanced high-volume customer interactions, email requests, and sales support while achieving performance goals.
Assistant Manager
Chick-fil-A
Asheville, North Carolina
01.2002 - 10.2008
- Directed team of 10–12 employees to achieve operational excellence and efficient workflow.
- Oversaw daily operations to ensure compliance with company policies and procedures.
- Executed cash management tasks, balancing registers and resolving discrepancies effectively.
- Cultivated customer-focused environment through effective communication and prompt problem resolution.
Sales Manager
Treasure Chest Boutique
Asheville, North Carolina
06.2000 - 01.2002
- Managed merchandise stocking and inventory organization to ensure consistent product availability.
- Designed and maintained visually appealing displays to maximize customer engagement and impulse purchases.
- Reconciled cash drawers, prepared daily bank deposits, and submitted financial reports to the corporate office.
- Placed and tracked inventory orders to maintain optimal stock levels and support sales goals.
Office Manager / Customer Service
Sky High Sales, Inc.
Asheville, North Carolina
- Managed payroll processing for office and warehouse personnel, ensuring timely and accurate submissions.
- Performed high-volume data entry, maintaining detailed and precise records.
- Oversaw accounts payable and accounts receivable functions to ensure financial accuracy.
- Balanced daily cash receipts and prepared bank deposits regularly.
- Prepared and analyzed weekly and monthly financial reports for corporate leadership.
- Managed customer accounts with daily postings and reconciliations to ensure accuracy.
- Conducted collection calls on delinquent accounts, reducing outstanding balances significantly.
- Served as front-desk administrator, managing multi-line phones and delivering exceptional customer service.
Education
Some College (No Degree) - College preparatory
Enka High School
Candler, NCSkills
- Customer service and relationship management
- Process improvement
- Team leadership
- Employee training
- Data analysis
- Performance management
- Conflict resolution
- Verbal and written communication
- Active listening
- KPI tracking
- Time and priority management
Timeline
Supervisor, Customer Service
Thermo Fisher Scientific
01.2015 - Current
Customer Service Advocate
Thermo Fisher Scientific
03.2012 - 01.2015
Assistant Manager
Chick-fil-A
01.2002 - 10.2008
Sales Manager
Treasure Chest Boutique
06.2000 - 01.2002
Office Manager / Customer Service
Sky High Sales, Inc.
Some College (No Degree) - College preparatory
Enka High School