Rachael McDermott Wood
Phoenix,Arizona
Summary
With over 10 years of experience in vendor management and operations, I am a certified CX Performance Leader and an expert in contract management and operational excellence. I am passionate about delivering exceptional customer experiences and creating value for both vendors and customers.
Overview
11
11
years of professional experience
Work History
Senior Vendor Manager
Edward Jones
06.2024 - 11.2024
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping
- Leveraged transparent business to business communications to maximize partnerships with contracted partners
- Organized and updated databases, records and other information resources
- Developed internal requirements and standards to minimize regulatory risks and liability across programs
- Managed vendor performance to maximize profitability and achieve financial objectives
Senior Vendor Manager
Groupon Inc.
06.2019 - 01.2023
- Maintaining previously listed responsibilities as vendor manager while serving as a SME to other vendor managers including their onboarding
- Launched and maintained an ongoing evolution of an updated penalty/reward approach leveraging partner agreements to drive positive & sustainable performance output
Vendor Manager
Groupon Inc.
05.2017 - 06.2019
- Responsible for all performance aspects, and day-to-day management of the assigned outsourced operations predominantly focused on North America outsourcing
- Responsibility also included relationship management, and quantitative analysis of vendor performance, and ensuring continued alignment between Groupon’s evolving needs and BPO abilities to deliver
- Identifying friction within the guest experience and communicating to internal upstream teams to drive process and policy change
CS Operations Improvement Manager
Groupon Inc.
04.2016 - 05.2017
- Manages three direct reports that oversee the Goods and Local Resolutions teams
- Drove a department wide CSAT initiative that raised rep rating from 8.8 to 9.1
- Partnered with Quality Team Lead to drive improvement in agent driven metrics
- Co-Manages the Groupon Stores channel
Manager of Lifeline and Improvement
Groupon Inc.
08.2015 - 04.2016
- Managed two direct reports that oversaw the team coach workforce
- Onboarded the reactive fraud process onto Lifeline from Site Integrity
- Launched a monthly review report to drive improvement for the channel
- Handled all staffing and facilitated training for the 2015 holiday season
Resolutions Team Lead
Groupon Inc.
01.2015 - 08.2015
- Responsible for identifying and addressing trends from frontline to decrease workload for the channel
- Targeting and reviewing problematic deals to drive improvement for the customer experience in future features
- Actively updating current quality and productivity measurements as team tools and procedures evolve
- Responsible for interviewing and onboarding new members to the team
Customer Support Team Lead
Groupon Inc.
05.2014 - 01.2015
- Responsible for keeping team updated on department policies and procedures
- Acting as a point of contact for CRS to discuss current job quality and career development
- Recognizing and reporting internal and external trends that affect customers and agents
- Consistently reviewing and educating agents in a group and individual environment
Customer Support Goods Assistant Manager
Groupon Inc.
08.2013 - 05.2014
- Acted as the department’s point of contact for escalated situations regarding Goods contacts
- Guided team members through complex inquiries
- Proposed and implemented changes to improve workflow
- Worked daily on spreadsheets to track shipment errors
Education
Associate of Arts - Communications
Eastern Illinois University
Charleston, ILSkills
- Financial planning
- Cost analysis
- Budget management
- Forecasting
- Relationship management
Timeline
Senior Vendor Manager
Edward Jones
06.2024 - 11.2024
Senior Vendor Manager
Groupon Inc.
06.2019 - 01.2023
Vendor Manager
Groupon Inc.
05.2017 - 06.2019
CS Operations Improvement Manager
Groupon Inc.
04.2016 - 05.2017
Manager of Lifeline and Improvement
Groupon Inc.
08.2015 - 04.2016
Resolutions Team Lead
Groupon Inc.
01.2015 - 08.2015
Customer Support Team Lead
Groupon Inc.
05.2014 - 01.2015
Customer Support Goods Assistant Manager
Groupon Inc.
08.2013 - 05.2014
Associate of Arts - Communications
Eastern Illinois University
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