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
Tempe, AZ
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.
Chicago, IL
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.
Chicago, IL
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.
Chicago, IL
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.
Chicago, IL
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.
Chicago, IL
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.
Chicago, IL
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.
Chicago, IL
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