Customer Service & Operations Manager
Resume:
RACHEL HOLLERAN
Egg Harbor Township, NJ
PROFESSIONAL SUMMARY
Customer Service & Operations professional with 18+ years of experience in call center support, account management, technical support, and operations coordination across manufacturing, home services and telecommunications
Proven track record of improving customer satisfaction, managing high-volume interactions, resolving complex issues, and optimizing operational workflows. Experienced with CRM systems, Housecall Pro, Great Plains ERP, digital banking platforms, order management, and regulatory compliance.
Seeking a Customer Service, Customer Success, or Remote Customer Support role to leverage strong leadership, problem-solving, and process improvement skills.
CORE SKILLS
Customer Service & Customer Experience
Call Center & Remote Customer Support
Account & Vendor Management
Technical Support & Troubleshooting
CRM Systems (Housecall Pro, Salesforce, Great Plains ERP)
Scheduling & Dispatch Management
Billing, Invoicing & Payment Processing
Payroll Administration & Team Coordination
Process Improvement & Workflow Optimization
Regulatory Compliance & Documentation
PROFESSIONAL EXPERIENCE
Customer Service & Operations Manager
TruBlue of South Jersey Shore
Jan 2023 – Mar 2026
•Managed daily office operations for a home repair and aging-in-place services company
•Scheduled technicians and coordinated service appointments using Housecall Pro for dispatch, job tracking, and CRM
•Served as primary customer contact via phone, email, live chat, and social media
•Prepared service estimates and project quotes for home repair, maintenance, and remodeling projects
•Managed billing, invoicing, payment processing, refunds, and vendor transactions
•Administered weekly payroll and tracked technician job completion
•Maintained accurate customer records, service documentation, and project tracking in CRM
Resolved customer concerns promptly to maximize satisfaction and retention
Remote Customer Support & Banking Specialist
Manufacturers and Trust — Contract Remote
Feb 2020 – 2023
•Delivered remote customer support for online banking accounts and digital banking platforms
•Assisted customers with account access, transactions, password resets, and troubleshooting
•Conducted needs assessments to recommend banking products and services, driving cross-selling opportunities
•Ensured compliance with financial regulations, privacy policies, and security standards
•Escalated complex issues to internal teams for resolution while maintaining high service standards
Customer Service & Account Management Specialist
Keystone Adjustable Cap
Jan 2010 – Jan 2020
•Managed vendor accounts and customer service operations, including order processing in Great Plains ERP system
•Verified order accuracy, pricing, inventory, and shipping timelines
•Resolved vendor inquiries and billing discrepancies
•Implemented process improvements reducing order errors by 20%
•Provided product recommendations to increase sales and vendor satisfaction
Customer Account Representative
Comcast Cable
Aug 2001 – Jan 2010
•Provided high-volume call center support for residential customer accounts
•Assisted customers with billing, service updates, and troubleshooting
•Processed service upgrades, installations, and account changes
•Retained customers by resolving complaints and preventing service cancellations
EDUCATION
Business Management & Administration
Moore Academy
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