Customer Service Quality Assurance

Rachelle Hansen

Lehi, UT

Strong beliefs in honest, dependable and strong work ethics.

Quality Assurance insights analytics and customer service agent with 10 plus years of experience. Receiving and responding to customers needs through phones, chat and, emails.

Monitoring and identifying areas for improvement on agent interactions with calls, chats and, emails.

Creating and providing insights to improve agent performance by, performing deep dives on behaviour’s. Creating and documenting data sheets using analytical tools to collect data for not only agent performance but, also to search areas of improvement within the company.

Received recognition for consistently going above what was expected, by employer and customer.

Desire to stay busy when work was slow. Being one of the first to volunteer in any department needing assistance.

Having the highest consistent productivity on my team.

Member service agent of the month.

Was chosen to go on multiple community service trips with the company, including, Texas clean up after Hurricane Harvey hit in 2017. That was my greatest achievement and absolute amazing experience to be part of.

Work Experience

Client service center Digital support.

Morgan Stanley

December 2024 – Currently

I am apart of the digital support plus team. I assist clients in troubleshooting account issues, managing account information, manage account claims but submitting case management claims for situations beyond my training. Take and transfer calls to appropriate team as needed. Submit confidential information while adhering to strict security protocols within the company. Help clients manage their accounts by providing them learning tools to navigate their financial goals through their online accounts.

Customer service and Quality Assurance Analyst

Young Living Essential Oils-Lehi, UT December 2014 to May 2024.

I worked 4 and a half years doing customer service facing on phones, chat and email. I have also worked several POC positions for TL’s and supervisors. I pride myself on being able to make personal connections and allowing the customers to feel appreciated valued no matter the situation. Ability to maintain professionalism during an escalation by utilising de-escalation techniques while supporting their frustrations, complaints or concerns.

The last 2 year’s I have been apart of the Quality Assurance and customer in-site analyst team. Focusing on educating, training and developing the minds of our overseas agents to deliver world class customer service while maintaining our company culture and values. Assisting in team building exercises to help develop trust within our teams and ensuring that they also learn to build that trust in our clients.

Worked closely with supervisors and high management and creating daily activity sheets. Analysed interactions using five nine analytics. Creating reports to include daily tense with each agent and or company.

Created data sheets with daily counts for agents including, productivity, patterns, stats and performance. Also for company wide trends in all departments focusing on areas of improvement. Researching and deep diving into increased call volume to get a handle on any issue or reasoning for increased volume. Reporting any issue or situation in a timely manner for quick resolution.

I have experience and basic knowledge in Microsoft office, word, one note and excel.

CNA

Manila homes assisted living-Manila, UT October 2012 to December 2013

Helped disabled and elderly patience with everyday living and companionship

CNA - Certified Nursing Assistant

Park on place assisted living-Pleasant Grove, UT August 2007 to September 2012

Assisted with disabled and elderly with everyday living and companionship. In charge of meal preparation and activities

Customer Service Associate

Cabela's Inc.-Lehi, UT

April 2006 to August 2008

Worked as a cashier for the first month and a half then quickly moved to customer service desk representative. Assisting in returns, refunds, complaints, layaways store information, education and tours.

Photo Technician

Walmart-American Fork, UT

July 2002 to November 2005

Photo lab technician, cashier and customer services.

Machine Operator

Veggiecaps-Springville, UT

October 1996 to July 2002

This was a company that made pill capsules for health food stores. I started on the inspection conveyor and QA. Moved to machine operator in making the capsules the company closed soon after I resigned.

Education

Associate's in Medical Assisting

Stevens-Henager College of Business-Provo - Provo, UT

Skills

•Quality Assurance

•Computer Skills (Less than 1 year)

•Customer Service (1 year)

•Problem Resolution (Less than 1 year)

•Microsoft Office (Less than 1 year)

•Microsoft Word (Less than 1 year)

•Microsoft Outlook (Less than 1 year)

•Excel (Less than 1 year)

•Quality Audits (Less than 1 year)

•Data Analysis Skills (Less than 1 year)

•Data Entry (Less than 1 year)

•Team Building (Less than 1 year)

•Cross-Functional Team Leadership (Less than 1 year)

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