Customer Success

Rashelle Gines

872-***-**** ********.*****.**@*****.***

Summary:

With 10+ years of experience as an Analyst and in IT Help Desk, Technical Support, and Customer Support, I specialize in managing customer calls, processing orders in SAP, and dispatching service tickets to technicians. I possess strong communication skills, effectively delivering messages to business leaders, clients, and technical teams.

Skills:

Proficient in Microsoft Office (Word, Outlook, Excel, PowerPoint) and Team Meeting; skilled in SAP, SQL/Access, ERP, CRM, WFM, PM, Oracle, SharePoint, and Remedy.

Strong problem-solving, critical thinking, and decision-making abilities; adept at identifying operational issues and maintaining high quality standards.

Excellent communicator with great listening skills, both verbal and written; skilled in chat and verbal communication.

Organized, detail-oriented, and adaptable with a focus on effective time management and maximizing productivity.

Independent worker and team player; trustworthy, supportive, and capable of multitasking while upholding HIPAA guidelines.

Empathetic, emotionally intelligent, and positive with the ability to collaborate and adapt to challenging situations.

Professional Experience:

Lyft, Inc. Professional Driver April 2025-Current

Drive passengers to their destination safely and reliably, adhering to all traffic laws and regulations.

Use the app to accept rides, follow navigation, manage ride requests, and handle payments.

Communicate effectively with riders, being polite, and provide a positive riding experience.

Help passengers with loading and unloading their luggage.

Ensure the vehicle has enough gas for rides. regular maintenance and report on any car issues.

Walgreens Customer Service Technician Associate Feb 2023 – April 2024

Handles telephone calls that do not require the personal attention of the pharmacist, including those to physicians.

Reports prescription errors immediately to the pharmacist on duty and adheres to Company policies and procedures regarding pharmacy errors and the Quality Improvement Program.

Provides pricing and delivery information and enters orders into SAP.

Strictly adhere to the Walgreen Co. policy regarding Good Faith Dispensing during all applicable prescription-dispensing activities.

SGS Consulting, LLC. Operations Analyst II Jan 2022 - Sep 2022

A supportive bridge between clients, project managers, and technical personnel to define, track and communicate business requirements and their expected impact by building primary conceptual data and process models.

Removed, resolved, or escalated any roadblocks for team members promptly.

Create, execute, or analyze basic test scenarios to verify client requirements are built into system design.

We have identified and worked with Resource Managers to acquire the necessary team members.

She assisted the Program Manager in defining project milestones based on business needs and requirements and explained solutions.

Communicated, collaborated, and developed relationships across the organization to ensure the successful delivery of projects.

Responsible for customer and contract creation through manual data entry, as well as through spreadsheet-based mass-data utilities.

Accountable for validating all customer pricing and fee data as changes are made to individual customer locations.

Execute corrections on any inaccuracies discovered in customer contract data. Updates and maintains equipment records to ensure accurate order generation and invoicing. Must be able to deliver a high volume of work with extreme accuracy.

Ensure that the “intent of change” is carried out through every project phase by participating in technical reviews and inspections.

Canon Solutions America Customer Communications Specialist II Jun 2021 - Dec 2021

Evaluated and reassigned work to available technicians as needed.

Analyze customer accounts to prepare detailed and accurate reconciliations for internal and external customer requests.

Work consisted of monitoring and regulating work volumes.

Regular verbal and written communication with internal/external customers to resolve ongoing technical ticket issues and explicit requisition requests.

I communicated with technicians and other departmental employees to resolve the force availability imbalance.

Prioritize and resolve escalated internal/external customer requests.

Perform other duties and responsibilities as assigned.

She provided excellent work under pressure in a fast-paced environment with the ability to perform multiple tasks supporting various staff members in a demanding and ever-changing setting.

Read and analyzed exception service orders and repair tickets to dispatch to the appropriate technician based on company criteria.

She has handled significant work using numerous guidelines, materials, and various programs to conduct surveys.

Wal-Mart Corporation Customer Service Cashier Support March 2020 - Aug 2021

Process and accurately apply all outgoing and incoming payments (including Checks, Credit Cards, EFT/ACH, Wire Transfers, and Western Union) for all customers.

Prioritize and resolve escalated internal/external customer requests.

Perform other duties and responsibilities as assigned.

She provided excellent work under pressure in a fast-paced environment with the ability to perform multiple tasks supporting various staff members in a demanding and ever-changing setting.

She has handled significant work using numerous guidelines, materials, and various programs to conduct surveys.

Completed follow-up with customers to ensure first-call resolution and delivered 100% customer satisfaction.

Outstanding listening, oral, and written communications skills with excellent analytical, problem-solving, and project management skills.

Snap-on Tools, Inc. Customer Service Support Representative II Nov 2020 - Mar 2021

Evaluated and reassigned work to available technicians as needed.

Analyze customer accounts to prepare detailed and accurate reconciliations for internal and external customer requests.

Work consisted of monitoring and regulating work volumes.

Regular verbal and written communication with internal/external customers to resolve ongoing technical ticket issues to clear requisition requests.

I remotely and communicated with technicians and other departmental employees to resolve the force availability imbalance.

Prioritize and resolve escalated internal/external customer requests.

Perform other duties and responsibilities as assigned.

She provided excellent work under pressure in a fast-paced environment with the ability to perform multiple tasks supporting various staff members in a demanding and ever-changing setting.

Read and analyzed exception service orders and repair tickets to dispatch to the appropriate technician based on company criteria.

She handled significant work using numerous guidelines, materials, and various programs to conduct surveys.

Completed follow-up with customers to ensure first-call resolution and delivered 100% customer satisfaction.

Verizon Wireless Corporation Business Analyst Mar 2008 - Oct 2016

Excellent organizational, conceptual, problem-solving, independent worker, and analytical skills for both technical and functional audiences.

Ability to follow through on expectations tasks and complete work assignments.

Analyze customer accounts to prepare detailed and accurate reconciliations for internal and external customer requests.

Maintain excellent verbal and written communication with internal/external customers to resolve ongoing technical ticket issues to clear requisition requests.

Communicated with customers, technicians, and other departmental employees to resolve force availability imbalance and met the deadline-driven environment, handling and prioritizing multiple tasks.

Prioritize and resolve escalated internal/external customer requests while working under pressure in a fast-paced environment with the ability to perform multiple tasks supporting various staff members in a demanding and ever-changing setting.

She handled complex end-user support issues and support team members by focusing on restoring service to the end users

Education:

Master of Science in Business Administration-Management, MBA completed 2008 Colorado Technical University-Online Magna Cum Laude 3.81 CGPA, Colorado, CO.

Bachelor of Science in Psychology with Minor in Mathematics Aurora University – Aurora, IL completed in June 2004.

Certifications:

OSHA 10 certificate on September 25, 2025.

Certificate received from the Illinois Department of Financial & Professional Regulations, Pharmacy Technician License on April 5, 2023.

Attended CompTIA, received A+ Certification in December 2010.

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