Rachel Salazar

adzb79@r.postjobfree.com 832-***-**** Houston, TX

OVERVIEW

Areas of Strength:

• Customer Service / Customer First Mentality

• Business Development and Talent Management

• System Requirements Gathering & Process Documentation

• Customer Service Management, Escalations and Dispute Resolution

• Vendor Management & Cost Reduction

• Process Improvement & Quality Assurance

• Training/Development, Employee Life Cycle & Career Development

• Bilingual: Fluent in English and Spanish

PROFESSIONAL EXPERIENCE

Freelance Life Insurance Agent Houston, TX May 2023 to Present

• Licensed in Texas, Colorado and Kansas to sell term and whole life products as well as annuities. TEX713 Distribution Houston, TX July 2018 to Present Co-Owner – Family Business in Food Supply Chain

• Provide in person customer service and troubleshooting for grocery chain as well as restaurants

• Responsible to meet supply needs for the following brands to specific grocers in a specific territory. o Bimbo Bread products- Mrs. Bairds, Orawheat, Thomas, and Sara Lee o Marinela and Bimbo Imports – Mexican Sweet Bread Products o Takis Chip Distribution – Variety based on area

• Track and account for inventory, sales, and delivery daily

• Recruit and train new representatives to fill in for holiday and weekend supply needs.

• Business Development for display and upselling of products. Confidential Houston, TX July 2018 to September 2021 BUSINESS OPERATIONS MANAGER & TALENT ADVISOR

Managed a team of account managers as well as talent advisors handling clients in the Energy, Industrial and Service markets while maintaining satisfaction, all Service Level Agreements and Key Performance Indicators to the highest level possible, in line with industry standards.

• Recruitment and managing onsite program with Fortune 200 Energy Company for lines of business in multiple states including: TX, PA, NJ and NC

• Performed diagnostic on existing contracts and re-negotiated terms, resulting in increased in profit margins.

• Created and facilitated training specific to Energy Industry (Energy 101, Energy Markets, Wholesale vs Retail, commodities (power, gas and solar)

• Responsible for compliance and metric guideline adherence defined by the clients.

• Added new clients and brought in over $1.5 million dollar salary jobs in 6-month time frame through business development.

• Responsible for placement quotas as an individual and for group efforts especially in a fill and send capacity. Specialized in delivering quality candidates in a timely manner and build business based on the placements.

Cactus Fence & Construction Rosharon, TX January 2017 to July 2018 OPERATIONS MANAGEMENT-SALES, ACCOUNTING & ADMINISTRATION Successfully transformed company from start-up mode to high profit status; resulting in offer to purchase

• Responsible for entire back and mid-office operations of company

• Accomplished a 20% YoY increase in annual revenue.

• Increased customer feedback and business rating from previous year by 30%. Brooklet Energy Distribution Houston, TX May 2014 to January 2017 HEAD OF OPERATIONS FOR $1.8 MILLION RETAIL ENERGY PROVIDER Registered and assisted with the creation of four DBAs for Brooklet Energy Distribution which included three prepaid companies and one postpaid company dealing in the ERCOT market. Managed issues in production as they are identified by all functional areas of the business. Responsible for the documentation and remediation of all customers, sales, and regulatory facing issues. Maintained and completed periodic risk assessment of various functional areas.

Notable Contributions:

• Streamlined compliance and escalation process standards for all competitive retail supply groups impacting residential equivalent of a million customers.

• Initiated and promoted customer experience training to help diffuse customer escalations. Success rate improved from 65% to 92% in de-escalating customer issues to external consumer advocacy groups.

• Managed the migration of CIS platforms from EmPower CIS to Smart Grid CIS including but not limited to accounting, operation transactions and customer data.

• Orchestrated a root cause analysis reporting to provide operations, sales, and marketing teams with areas of opportunity for improvement and lessons learned, preventing issue reoccurrence. NuDevco Family of Companies Houston, TX July 2006 to May 2014 OPERATIONS MANAGER—Electric Now, May 2012-May 2014 Managed a team of 75 Residential Customer Care Professionals, handling over 5,000 calls per month while maintaining 83% Satisfaction Rating; maintained all Service Level Agreements and Key Performance Indicators to the highest level possible, in line with standards. Notable Contribution:

• Utilized telephone sales and retention tactics to grow residential customer book from 50K to 349k organically in less than 2 years.

SENIOR MANAGER, VIP SERVICE & TRAINING—AMPEGY, November 2011-May 2012 Managed high-profile accounts in multilevel marketing accounts, responsible for facilitating customer needs between sales, training, customer service and operational departments. Addressed unresolved customer grievances and referred noncompliance regulatory issues to our legal department. Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Notable Contribution:

• Created, coordinated, and maintained weekly online and in-house training sessions to be used across the 16 multi-utility commodity markets.

CUSTOMER SERVICE MANAGER—SPARK ENERGY, January 2011-November 2011

Managed a team of 4 supervisors that were over 200 Residential Customer Care professionals in an internal call center as well as 2 supervisors over 100 agents in an external call center, handling over 25,000 calls per month while maintaining a high Satisfaction Rating. Utilized telephone sales and retention tactics to grow residential customer to 1 million residential count equivalents. Promoted empowerment of team members to resolve customer concerns during first call resolution, decreasing the need for supervisor intervention. Maintained all Service Level Agreements and Key Performance Indicators to the highest level possible, in line with standards.

Notable Contribution:

• Spearheaded agent retention and career development program which included training, merit pay increases and promotions.

CUSTOMER SERVICE SUPERVISOR—SPARK ENERGY July 2008-January 2011 Managed a team of 25 Residential Customer Care over multi contact solutions that included phone, email and text message communication. Utilized telephone sales and retention tactics meet KPI metrics quarterly and annually. Promoted empowerment of team members to resolve customer concerns during first call resolution, decreasing the need for supervisor intervention. CUSTOMER SERVICE LEAD-SPARK ENERGY, July 2006-July 2008 Worked along with the Customer Service Supervisor over multi contact solutions that included phone, email and text message communication. Documented business processes and procedures to provide guidelines for agents to follow. Utilized telephone sales and retention tactics meet KPI metrics quarterly and annually. Promoted empowerment of team members to resolve customer concerns during first call resolution, decreasing the need for supervisor intervention.

EDUCATION

RCCSP Professional Services Dallas, TX 2011

Call Center Management Certification

South Texas Community College McAllen, TX 2001

Associates of Applied Science—Organizational Leadership La Joya High School, La Joya, TX 1995

Graduate

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