Raenelle Gollihar
Mesa
Summary
Looking for growth opportunities within a great company.
To participate as a team member in a dynamic work environment focused on promoting business growth by providing superior value and service.
Positive, upbeat professional brings several years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns, and maintain long-term loyalty.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Virtual customer representative
Consumer Cellular
Phoenix
01.2024 - Current
- Answer customer questions about account and billing.
- Assist customers with troubleshooting technical issues.
- Assist customers with transferring numbers from previous companies to Consumer Cellular.
- Maintain company metrics
- Order new devices and recommend new services to customers as needed.
Non-profit Fundraising and Customer Service
MDS Communications
Mesa
12.2014 - 11.2024
- Run client programs to company set goal in various measures.
- Track personal break time versus time making calls.
- Adhere to company and fundraising rules and regulations.
- Deliver client scripted message to current and perspective donors in a compelling engaging manner.
- Highest fulfillment award.
Quality Assurance Analyst
MDS Communications
Mesa
12.2019 - 07.2021
- Lead management team in call calibrations to ensure proper scoring.
- Create new SOP's related to pulling calls for filters.
- Run filters according to company and legal fundraising policy.
- Create a working document to help coaches train callers.
- Train new quality assurance analyst.
- Updated and rewrote company quality standards that are currently in use at company.
Coach/Team Lead
MDS Communications
Mesa
08.2019 - 12.2019
- Track agent performance, attendance, call quality, and motivate employees.
- Implement and hold accountable warnings and write up.
- Target lower preforming programs and coach agents appropriately.
- Run operation meetings.
- Leadership for a team of 25 plus agents.
- Train new employees to help them promote to company set goal within 6 weeks.
Education
Bachelor's - Special Education
Arizona State University
Tempe, AZ 01.2009 - 01.2011
Associates of the Arts - Art
Glendale Community College
Glendale, AZ 01.2007 - 01.2009
Skills
- Multitasking and prioritizing
- Great phone presence
- Punctual
- Team player
- Communication skills
- Time management
- Call center management
- Sales
- Organizational skills
- Quality Assurance
- Customer relationship management
- Computer skills
- Customer support
- Phone etiquette
- Microsoft Word
- Data entry
- Fundraising
- Team management
- Analysis skills
- Typing
- Writing skills
- Management experience
- Customer service
- Supervising experience
- Front desk
- Account management
- Billing resolution
- Technical troubleshooting
- Customer onboarding
- Service recommendations
- Employee training
- Inbound call answering
- Quality control
- Technical support
Accomplishments
- Highest fulfillment
- Employee of the month
Hobbies and Interests
Customer Service
Timeline
Virtual customer representative
Consumer Cellular
01.2024 - Current
Quality Assurance Analyst
MDS Communications
12.2019 - 07.2021
Coach/Team Lead
MDS Communications
08.2019 - 12.2019
Non-profit Fundraising and Customer Service
MDS Communications
12.2014 - 11.2024
Bachelor's - Special Education
Arizona State University
01.2009 - 01.2011
Associates of the Arts - Art
Glendale Community College
01.2007 - 01.2009