Rechelle Bradford

• Answer incoming customer phone calls and take appropriate action for each call to ensure first call resolution.

• Maintain overall customer satisfaction ratings based on criteria set forth by the company.

• Attend mandatory training sessions to stay updated on product or company policy changes.

• Input data into the company computer platform to keep each customer record updated ability to multi-task.

• SME/Lead for 50+ New Hire Customer Center Representatives ( in multiple lines of business) to exceed month over month KPI performance goals within a fast-paced customer service environment.

• Instrumental in the support and development of newly hired CCR’s training and onboarding requirements/performance activities.

• Established partnerships with Training and Call Center Leadership to share best practices, drive employee retention, and customer quality improvements.

• Monitored CSR performance/questions through Team Chat Observations and provide real-time coaching and feedback to agents and Supervisor.

• Experience in systems such as Excel, Microsoft Teams, Avaya phone system, Aspect, RTA, Medallia, Filing, Outlook, HIPPA guidelines.

• Help fisherman with their update their fishing vessel permits
• Issue purchase orders. Order supplies for the fisherman and the Fleet and Site Manager.
• Basic office duties faxing, emailing data entry and greeting customers.
• Assist Accounts payable and Assist the Fleet Manager.
• Assisted with Covid-19 Testing per The State of Alaska for 350 plus process workers.
• Organized and transferred incoming mail and checked correctness of outgoing mail.
• Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.
• Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
• Wrote company newsletter weekly about staff updates, procedural changes and general company happenings.

• Oversaw ticketing, gate and ramp services.
• Escorted handicapped passengers from terminal to aircraft.
• Checked in luggage and confirmed all carry-on items met federal guidelines.
• Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
• Tagged baggage and routed to appropriate location for loading and screening.
• Announced flight status updates and information about gate changes over PA system.
• Prepared customer invoices, accepted payments and processed refund and cancellation requests.

• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Answer inbound phone calls and set testing appointments for testing. Process payments for the exams.
• Basic computer and data entry in the ATLAS system and FAA systems
• Mentor and Training the new hires once they were out of the training class 20 plus.
• Proctored 150 plus during ASW testing conventions.