Rachel Harless Email and Phone Number
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My name is Rachel Harless, and I am a certified Human-Centered Design (HCD) and Leadership Coach professional with a strong focus on balancing employee and customer experiences with business objectives to craft impactful solutions.I am passionate and experienced in HCD practices and dedicated to creating meaningful and successful solutions that enhance people's lives. With a strong background in design thinking, qualitative research, and strategic road mapping, I bring a unique blend of creativity, analytical thinking, and strategy-to-action for large-scale initiatives.My approach to design is rooted in empathy and understanding of human emotions and behaviors. I believe in putting people at the center of the design process, listening to their needs, and co-creating solutions that address real challenges. By collaborating closely with cross-functional teams and stakeholders, I ensure that designs not only meet business goals, but also resonate deeply with users.I have a proven track record of delivering successful design projects across call center environments, from product, processes, services, and technology solutions. Whether it's identifying pain points to drive opportunities, optimizing customer journeys, or envisioning future innovations, I thrive on solving complex problems and driving positive change through design.In addition to my HCD skillset, I am a strong collaborator and influencer with all levels of an organization, and facilitator who is capable of leading workshops, conducting user research sessions, and presenting design recommendations effectively. I am here to deliver cutting-edge solutions, set vision and strategy around those solutions, create a roadmap for implementation, and program manage those to execution.
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Manager Of Customer Experience Strategy And ActionAdtUnited States -
Manager Of Customer Experience Strategy & ActionAdt Sep 2022 - PresentDrive cross-functional collaboration using Human-Centered Design methodology to bring vision, opportunities, modernization, and transformation to CX with a focus on digital interactions and alignment to strategic roadmaps.• Utilized Program Mgmt and HCD skills to lead large-scale, cross-departmental initiatives, resulting in delivering roughly 40 solutions (within a few months) for the business to prioritize and implement including: o OTP for authorizing customers o Call… Show more Drive cross-functional collaboration using Human-Centered Design methodology to bring vision, opportunities, modernization, and transformation to CX with a focus on digital interactions and alignment to strategic roadmaps.• Utilized Program Mgmt and HCD skills to lead large-scale, cross-departmental initiatives, resulting in delivering roughly 40 solutions (within a few months) for the business to prioritize and implement including: o OTP for authorizing customers o Call queue hygiene and transfer accuracy o Streamlined escalated callback tracking system o System break-fixes for Relocations process• Utilized research techniques (qualitative, quantitative, ethnographic) and PAID Diagramming in multiple business orgs to: o Decrease pain points and enhance processes, EX & CX o Increase operational efficiency and reduce costs o Minimize agent application swivel o Validate & prioritize Salesforce features o Identify gaps in scripting, offerings, and data usage/profiling• Created a customer journey map for split integrations that captured pain points and opportunities within our onboarding touch points to help guide our Program & Integrations teams in creating better acquisition experiences• Designed a strategy and roadmap in partnership with quality teams to improve QA programs to include more impactful measuring components that promote buy-in from employees and better CX Show less
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Senior Cx Enablement StrategistAdt Oct 2021 - Apr 2024Lead large-scale change initiatives by designing, implementing, and ensuring chagne-mgmt approaches that effectively use communication, learning, knowledgebase mgmt., and Human-Centered Design to advance employee ability to improve CX.• Acted as an internal consultant and coach to advise business partners and project teams on best practices and innovative approaches to drive successful: o Program implementation o Employee engagement and retention o Organization-wide… Show more Lead large-scale change initiatives by designing, implementing, and ensuring chagne-mgmt approaches that effectively use communication, learning, knowledgebase mgmt., and Human-Centered Design to advance employee ability to improve CX.• Acted as an internal consultant and coach to advise business partners and project teams on best practices and innovative approaches to drive successful: o Program implementation o Employee engagement and retention o Organization-wide customer experience strategy• Collaborated with stakeholders and business leaders to build and facilitate HCD workshops that: o Shaped / defined visions and created strategic plans o Delivered roadmaps that drove action towards desired business outcomes and solutions• Led a “Team Upskilling” program within an Agile team of 20 employees that maximized on strengths and grew skillsets for faster MVP deployment Show less
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Field Programs Manager (Transitioned Into This Role When Defenders Was Acquired By Adt)Adt Dec 2013 - Oct 2021Serve on Field Leadership team to oversee operational needs, communications, on-the-job training, performance, quality and safety in processes, and employee and customer satisfaction across ADT Field nation.• Managed all Field communications, key projects, initiatives, processes, and change mgmt. between the business and ~5,000 Field employees• Oversaw the Field communications pipeline with a strategic direction on effective and streamlined scheduling and focused… Show more Serve on Field Leadership team to oversee operational needs, communications, on-the-job training, performance, quality and safety in processes, and employee and customer satisfaction across ADT Field nation.• Managed all Field communications, key projects, initiatives, processes, and change mgmt. between the business and ~5,000 Field employees• Oversaw the Field communications pipeline with a strategic direction on effective and streamlined scheduling and focused content• Gathered Field feedback, analyzed data, and aligned with Field leadership’s vision to put together a strategic plan to drive communication engagement rates• Led our Field Coordinators team to effectively and efficiently support our Field Managers in day-to-day needs and onboarding new hires• Responsible for various projects passed down from our VP of Centralized Operations• Aligned with departments around the business to create streamlined and strategic communications • Collaborated with VP of Centralized Operations and Technical Training team to create efficient field operations processes Show less
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Manager Of Field Services OperationsDefenders Nov 2016 - Mar 2021• Created, tailored, and trained workshops to Field Managers nationwide including: DISC, StrengthsFinder, Emotional Intelligence, Employee Engagement & Appreciation, Time Management, Accountability, Situational Leadership, Mindset• Serve as the primary communicator between the business and over 1,300 Field employees• Create standard operating procedures and job aids to educate and align Field employees on processes• Manage key projects, initiatives, and change management for the… Show more • Created, tailored, and trained workshops to Field Managers nationwide including: DISC, StrengthsFinder, Emotional Intelligence, Employee Engagement & Appreciation, Time Management, Accountability, Situational Leadership, Mindset• Serve as the primary communicator between the business and over 1,300 Field employees• Create standard operating procedures and job aids to educate and align Field employees on processes• Manage key projects, initiatives, and change management for the Field department• Supports the optimization and accountability for key performance indicators, policies, and systems in the Field• Partner with Field Leadership to assist in their efforts to drive the business’s strategic plan Show less -
Compliance SpecialistDefenders Dec 2013 - Nov 2016• Lead facilitator for new hire and interdepartmental Compliance/ADT guidelines training• Developed DEFENDERS’ first Compliance training manual• Used data to track performance, create accountability, and coach to gaps in processes• Managed quarterly projects and developed procedures to streamline processes, and create efficiencies• Managed interdepartmental alignments between Marketing, ADT, IT, Legal & Strategic Initiatives
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Events CoordinatorProfessional Association For Customer Engagement (Pace) Jan 2013 - Dec 2013Chapter coordination, website coordination, exhibitor coordination. Oversees EXPO Hall, signage, tracking/shipping, exhibition fulfillment, and the communication flow of information for National Conventions. Planner of any special event that takes place in the EXPO Hall of Conventions. Assists exhibitors with registrations and vendor information. Coordinates venues, catering, equipment needs for individual Chapter events. Manages Chapter sponsorship. -
Internal Staffing ManagerOfficeteam Sep 2012 - Jan 2013Screened resumes, recruited, scheduled appointments, interviewed, coached candidates. Coordinated jobs between clients and candidates as well as making reference calls. Established relationships with clients and made outbound calls to create new business. -
Service Coordinator/Lead ManagerHotel Fitness Feb 2012 - Sep 2012Planned tradeshow events by making travel arrangements, ordering equipment, registering company, creating banner, scheduling installation. Determined sales leads, took information down, and designated them to sales reps. Assisted sales team in follow up calls on quotes. Answered parts and service calls from hotels nationwide about their fitness equipment. Worked with manufacturers in regards to warranties and ordering parts for customers.Negotiated prices with service providers all over the… Show more Planned tradeshow events by making travel arrangements, ordering equipment, registering company, creating banner, scheduling installation. Determined sales leads, took information down, and designated them to sales reps. Assisted sales team in follow up calls on quotes. Answered parts and service calls from hotels nationwide about their fitness equipment. Worked with manufacturers in regards to warranties and ordering parts for customers.Negotiated prices with service providers all over the country and Canada for installations. Show less
Rachel Harless Skills
Rachel Harless Education Details
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3.7/4.0
Frequently Asked Questions about Rachel Harless
What company does Rachel Harless work for?
Rachel Harless works for Adt
What is Rachel Harless's role at the current company?
Rachel Harless's current role is Manager of Customer Experience Strategy and Action.
What is Rachel Harless's email address?
Rachel Harless's email address is ra****@****ers.com
What is Rachel Harless's direct phone number?
Rachel Harless's direct phone number is +151367*****
What schools did Rachel Harless attend?
Rachel Harless attended Indiana University Bloomington.
What are some of Rachel Harless's interests?
Rachel Harless has interest in Fitness Training, Traveling, Snowboarding, Reading, Planning And Coordinating Events, Riding My Harley.
What skills is Rachel Harless known for?
Rachel Harless has skills like Customer Service, Event Planning, Marketing, Events Coordination, Lead Generation, Crm, Vendor Management, Business Development, Sales, Public Relations, Strategic Partnerships, Call Centers.
Who are Rachel Harless's colleagues?
Rachel Harless's colleagues are Dan Mathews, Antonio Salas García, Ken Richter, Ed Sepulveda, Adam Graves, William Closser, Jerricka Jackson.
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