Rachael Ellis
Columbia,SC
Summary
Adaptable customer care expert skilled in managing inquiries and resolving complex issues. Proven ability to maintain organized records and streamline operations, contributing to enhanced service delivery and customer loyalty. Offering strong interpersonal skills and genuine commitment to helping others and provide a positive work culture. Eager to learn new skills and information to best help the team.
Overview
4
4
years of professional experience
Work History
Customer Care Specialist
Terminix Service, Inc.
Columbia, SC
05.2024 - Current
- Documented customer interactions in CRM system, maintaining organized records for future reference and analysis.
- Resolved customer inquiries via phone, email, and chat, ensuring timely and accurate information delivery.
- Maintained knowledge of pest control services and products to provide informed recommendations to customers.
- Managed 50% of inbound calls from customers every day with positive attitude and focus on customer satisfaction. As well as making over 30 calls to customers per day.
- Verified accuracy of customer account information and updated when necessary.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Collaborated with team members to enhance service quality and streamline customer support processes.
Lead Receptionist
White Knoll Veterinary Hospital and Pet Resort
Lexington, SC
05.2023 - 05.2024
- Managed front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Supervised a team of receptionists, providing training and mentorship for improved performance.
- Enhanced client communication through effective phone management, email correspondence, and face-to-face interaction. Managing approximately 20 incoming calls daily from customers.
- Coordinated with veterinary staff to streamline workflows and improve service delivery.
- Efficiently worked with clients to obtain previous records to create or update patient records in the EVETS system via email.
- Resolved client inquiries and concerns promptly, fostering a positive environment for pet owners.
- Managed inventory of office supplies, placing orders as necessary to maintain optimal stock levels while minimizing costs.
- Assisted in all departments when needed to help the team during staffing issues. Including daycare and kennel care.
- Maintained a clean and professional reception area, creating a welcoming environment for clients upon arrival.
Lead Customer Care Representative
Wescott Acres Luxury Pet Resort
Columbia, SC
06.2022 - 04.2023
- Supervised daily operations of customer care team, ensuring high-quality service delivery. Managing approximately 30 phone calls, emails, and texts per day from customers.
- Facilitated training sessions for new representatives, enhancing product knowledge and service skills.
- Resolved complex customer inquiries, maintaining satisfaction and fostering loyalty.
- Acted as point of contact for escalated issues, providing effective solutions and guidance.
- Maintained comprehensive knowledge of resort services, assisting customers with tailored recommendations.
- Collaborated with other departments to devise cross-functional solutions for recurring customer concerns. As well as working in other departments when needed to help the team. Including kennel care to distribute medications and log feedings into the system.
- Recognized for outstanding leadership skills, contributing significantly to the department''s success in meeting and exceeding performance targets.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Associate of Science - Business Management
Rasmussen University
Online12-2021
High School Diploma -
Fountain Hills High School
Fountain Hills05-2019
Skills
- Payment processing
- Problem resolution
- Appointment scheduling
- Data entry
- Documentation and reporting
- Multitasking and organization
- Time management
- Adaptability and flexibility
- MS office
- Multi-line phone systems
Timeline
Customer Care Specialist
Terminix Service, Inc.
05.2024 - Current
Lead Receptionist
White Knoll Veterinary Hospital and Pet Resort
05.2023 - 05.2024
Lead Customer Care Representative
Wescott Acres Luxury Pet Resort
06.2022 - 04.2023
Associate of Science - Business Management
Rasmussen University
High School Diploma -
Fountain Hills High School