Raistlen Hart
Loves Park,IL
Summary
Self-motivated and detail-oriented professional with proven problem solving, critical thinking, and communication skills. Driven, collaborative, and dynamic with a focus on learning everything I can and using my attitude and skills to be an asset in the workplace.
Overview
9
9
years of professional experience
Work History
Field Service Technician
The Calibration Solution
Machesney Park, IL
02.2024 - Current
- Performed precise, high-quality calibrations on hand tools, machining tools, and electronics both in our climate controlled lab and at customer sites across diverse industries and locations across the midwest
- Performed all calibrations in accordance with company procedures and applicable standards (ISO/IEC 17025, ANSI/NCSL Z540-1-1994 R2002)
- Traveled to customer sites, balancing local assignments with overnight trips
- Provided excellent customer service and maintained strong relationships with various regular customers
- Communicated effectively with customers on service progress, technical needs, and scheduling
- Cleaned incoming tools and performed minor repairs on various tools and instruments
- Accurately documented calibration results with full compliance and traceability
- Maintained calibration standards and report equipment issues as needed
- Trained new technicians on calibration processes, equipment handling, and safety protocols
- Maintained a high level of professionalism in all interactions with customers, consistently receiving positive feedback for exceptional service
Customer Success Specialist and Onboarding Coordinator
Tiller
Seattle, WA
03.2023 - 12.2023
- Used Intercom to send 80+ handwritten emails and chats to users on a daily basis
- Assisted customers with troubleshooting issues with their spreadsheets in spreadsheets in both Excel and Google Sheets
- Analyzed trends based on incoming volume and communicated with the team to find solutions
- Created and analyzed KPI reports to present to the team at weekly meetings
- Audited Help Center documentation
- Organized new hire onboarding
- Audited and created new training materials and documentation
- Collaborated with other departments on a regular basis, utilizing customer feedback to improve our product and marketing strategies
- Helped customers to find suitable workflows for their financial needs
- Assisted with responding to users in the company’s Discourse community
- Assisted in the creation of new spreadsheet templates
- Handled customer billing inquiries using Stripe
Senior Customer Support Representative
Juni Learning
Los Angeles, CA
08.2021 - 11.2022
- Used Zendesk and Slack to send 75+ handwritten emails and messages daily to parents and instructors
- Used time management skills to ensure various tasks were done on time each day while working fully remotely and independently
- Used several programs and websites simultaneously to schedule classes and handle customer billing
- Answered parent phone calls and multitasked to efficiently schedule several classes at a time
- Used written and verbal communication skills and collaborated with teammates to diagnose and troubleshoot customer issues
- Worked with departments across the company, including marketing and engineering, to develop processes and initiatives and to identify bugs and issues
- Used people skills and understanding of learning styles to match students with instructors for 1:1 classes
- Trained new team members on how to use Zendesk and on various processes
- Maintained professional documentation for processes using Notion
- Led several projects including a reachout project that reduced customer churn-rates by nearly 30% over a period of a few months
Member Services Representative
Rakuten
Beloit, WI
10.2018 - 07.2021
- Used Zendesk to reply to 200+ email inquiries daily using combinations of email macros and handwritten paragraphs
- Answered member phone calls in a timely manner and handled customer inquiries with care
- Requested information from members to diagnose issues and bugs using excellent written and verbal communication skills
- Researched member issues and used critical thinking skills to make quick decisions to achieve efficient and effective resolutions
- Honed and improved written and verbal communication skills by participating in various escalations trainings
- Trained new employees on how to use Zendesk and on internal processes
- Coached teammates on how to provide excellent customer service in various situations
- Achieved a 96% personal customer satisfaction rating, as well as worked within the team to achieve a 95% satisfaction rating company-wide
- Helped to develop processes to use for our internal email quality grading system and consistently achieved an internal weekly quality score of 100%
- Helped the team to create professional documentation for various processes using an internal database
- Successfully adjusted from working in-office to working completely remotely due to COVID-19 in 2020
- Team won Bronze Stevie Award for Sales & Customer Service in 2020
Assistant Store Manager
Family Video Movie Club
Loves Park, IL
10.2016 - 10.2018
- Assisted customers with transactions and with any issues using verbal, face-to-face communication skills
- Kept store organized and clean
- Assisted Store Manager in evaluating employee performance and finding areas in need of improvement within the store, within the team, and within our processes
- Reviewed sales reports to enhance sales performance, as well as coached teammates on ways to make more sales
- Managed personnel scheduling, working with other stores to ensure adequate coverage to meet projected demand
- Maintained inventory accuracy by counting stock and reconciling discrepancies
- Analyzed trends, identifying customer demand and forecasting trends to streamline operations
- Consistently achieved personal sales numbers in top 25% of the company
Education
High School Diploma -
Harlem High School
Machesney Park, IL05.2018
Skills
- Critical Thinking
- Problem-solving
- Excellent Written and Verbal Communication
- Strong Work Ethic
- Advanced Computer Skills, ability to type over 85 WPM at 97% accuracy
- Process Oriented with Vast Experience in Following, Improving, and Creating Processes
- Extensive Employee Coaching and Training Experience
- Microsoft Office/Google Drive Expertise
- Fast and Willing Learner
- Positive attitude
Timeline
Field Service Technician
The Calibration Solution
02.2024 - Current
Customer Success Specialist and Onboarding Coordinator
Tiller
03.2023 - 12.2023
Senior Customer Support Representative
Juni Learning
08.2021 - 11.2022
Member Services Representative
Rakuten
10.2018 - 07.2021
Assistant Store Manager
Family Video Movie Club
10.2016 - 10.2018
High School Diploma -
Harlem High School