RACHEL HOLLERAN

Egg Harbor Township New Jersey ad4y2i@r.postjobfree.com

856-***-****

Summary

Seasoned and results-oriented professional with over 18 years of experience in customer service and sales management across various industries, including online banking, marine stabilization, and manufacturing. Adept at overseeing customer service operations, implementing CRM strategies, and ensuring adherence to regulatory standards. Demonstrated success in consistently exceeding performance targets, fostering enduring client relationships, and driving substantial revenue growth.

Known for leading high-performing teams to deliver exceptional service, optimize customer experiences, and increase customer loyalty. Skilled in identifying and implementing process improvements to enhance operational efficiency and streamline customer interactions. Proven ability to leverage a customer-centric approach to drive business success and achieve organizational objectives.

Seeking a challenging role where I can utilize my strategic thinking, customer-focused mindset, and extensive industry expertise to deliver tangible results and contribute to the continued growth and success of a forward-thinking company Skills

• Customer Service Management

• Customer Relationship Management (CRM)

• Time Management

• Attention to Detail

• Collaboration with Internal and External Teams

• Regulatory Compliance

• Warranty Standards Compliance

• Technical Support

• Problem-Solving

• Product Knowledge

• Banking Products and Services

• Digital Banking Platforms

• Industry Trends Awareness

• Sales Expertise

• Vendor Management

• Process Improvement

• Training and Coaching

• Order Management

• Customer Satisfaction Enhancement

Experience

Remote- Online Banking Contact Center Service Representative ( Temporary ) 02/2023 to 11/2023 Manufacturers and Trust Remote, United States

• Remote customer engagement to assess financial needs and goals

• Personalized recommendations on banking products and services

• Account support, transaction assistance, and issue resolution

• Needs assessments for cross-selling banking services

• Educating customers on banking product features and digital platforms

• Adhering to regulatory guidelines and compliance standards in all customer interactions

• Collaborating with internal teams to address customer inquiries and resolve issues promptly

• Enhancing customer satisfaction by delivering professional and courteous service

• Keeping up-to-date with industry trends and changes in banking regulations Customer Service and Support Specialist (Remote - Contract) 01/2020 to 01/2022 Sea keeper United States

• Provided technical support for vendors, dealers, technicians, and end users, resolving issues

• Processed warranty registrations and titles for new Sea keeper purchases

• Reviewed service reports for accuracy and warranty compliance

• Handled escalated calls from customers, technicians, OEMs, and captains

• Collaborated with engineers to troubleshoot and update product knowledge

• Maintained NJ DOT-Hazmat certification for ground, sea, and air transportation Customer Service Manager and Sales Ambassador 01/2010 to 01/2019 Keystone Adjustable Cap United States

• Oversaw a team of customer service representatives to ensure vendors received prompt and effective service, leading to high customer satisfaction ratings

• Handled all incoming vendor calls, offering exceptional service and promptly addressing inquiries or issues

• Utilized the Great Plains system for accurate entry and processing of purchase orders, maintaining efficient order management and tracking

• Confirmed purchase order accuracy by liaising with vendors, promptly communicating shipping dates, addressing pricing discrepancies, backordered items, and lead times

• Resolved billing inquiries with strong problem-solving skills and attention to detail

• Implemented process improvements in billing and order management, resulting in a 20% reduction in errors and increased efficiency

• Demonstrated in-depth product knowledge and provided tailored suggestions to vendors based on their needs, boosting sales and vendor satisfaction

Customer Account Executive 08/2001 to 07/2010

Comcast Cable United States

• Managed inbound call center operations, addressing customer inquiries and concerns promptly and professionally

• Resolved billing issues by providing accurate information and applying necessary adjustments or credits

• Facilitated new service setups and tailored service packages to meet individual customer requirements

• Offered technical support by troubleshooting issues over the phone, ensuring customer satisfaction

• Successfully retained customers by preventing service downgrades or disconnections through effective communication and problem-solving

Education

Business Management and Administrative 07/1994

Moore Academy United States

Contact this candidate