Racheal Tilman Email & Phone Number

• Analysis and maintenance of CX IVR systems for mainland EMEA

• Development, configuration, and maintenance of AVOKE Call Browser
• Analysis of IVR systems in Italian and English
• Targeted reports and detailed system studies
• Weekly and monthly reporting
• Collaborative creation and analysis of reports
• Creation of easily digestible data stories

North Palm Beach, Florida, United States

• Private Sector consulting
• Wide range of industries
• Strict client confidentiality

Palm Beach Gardens

• Provided primary customer support to benefits clients and their customers.
• Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.
• Answered constant flow of customer calls with minimal wait times, provided information about order status and pharmacy procedures.
• Assisted pharmacy staff with preparing medications and filling orders.
• Kept programs in line with plan structure, company policy and legal requirements.
• Entered numerical data into databases with speed and accuracy.

West Palm Beach, Florida Area

• Assisted Florida's medical marijuana patients in choosing the correct products for their needs
• Handled large volumes of cash with accuracy and security
• Observed customer behaviors to identify security threats and escalate concerns to supervisors
• Assisted with the development of inventory system that was implemented across the company
• Ensured patient and dispensary compliance with § 381.986, Florida Statutes (F.S.)
• Assisted with the set up, soft, and grand opening of the Boynton Beach and West Palm Beach locations

Port Saint Lucie, FL

• Handled consumers dealing with very sensitive subjects and situations by building excellent rapport & confidence, identifying their needs, and taking strategic action in a timely manner
• Remained informed on products, updates, and discontinuations
• Worked closely with the FDA; reporting adverse reactions and quality events, and the handling of product recalls
• Remained informed on WIC formula policies
• Responded to consumer concerns via multiple channels
• Assisted in the maintenance of SharePoint Knowledgebase

Palm City, FL

• Ensured customer interactions are handled in accordance with established procedures and standards.
• Monitoring and assessment of Customer Service Representatives for both inbound and outbound calls
• Participated in and/or leads weekly calibration
• Prepared standard weekly and monthly reporting within predetermined reporting parameters
• Participated in the development of employee action plans
• Outlined, tested and implemented process improvement to foster exceptional customer experience

Palm City, FL

• Handled high volume inbound customer service
• Recorded accurate details about the customer's call including the problem/symptom, analysis performed, resolution and other details relevant to resolving the problem
• Solved simple customer issues such as a phone number change or bill payment
• Assisted customers with more complex data related issues such as technical matters like provisioning, home networking, email and static IP issues and other issues
• Maximized the customer service experience by communicating relevant information and directions in an organized and concise manner

Jensen Beach, FL

• Provided an exceptional customer experience by ensuring the customer is always the priority
• Acknowledged customers in a friendly and helpful manner within 30 seconds of their entry into the area
• Met and exceeded sales goals and KPI
• Sold cosmetics and related merchandise according to customer service techniques and professional selling skills
• Determined customer needs based on personal features and other customer preference related factors
• Explained and demonstrated use of cosmetics through actual application

Associate'S Degree, Accounting And Finance, 4.0

Activities and Societies: Dean’s list for exemplary GPA100% distance/remote learning

Cosmetology, Barber/Styling, And Nail Instructor

Mathematical Statistics And Probability