Rachel Phillips Email & Phone Number

Dubuque, Iowa, United States

Stockton, Illinois, United States

• Responsible for ensuring quality, efficiency, and superior service of the east zone network repair program. Identified opportunity areas and coordinated process improvement and efficiency gain projects resulting in a.
• Led a team of entry-level associates to understand their impact on the business resulting in improved engagement and idea generation.
• Leveraged my network, industry knowledge, and competitive intelligence to spearhead an innovative approach to customer communication.
• Using data analytics, collaborated across teams to execute new shop territories to ensure efficient service to shops and customers.
• Implemented a data-driven approach to rental management resulting in a 50% reduction in file touches and an indemnity save of $500K over 12 months.

Stockton, Illinois, United States

• Inspired a team of leaders to provide exceptional service, excellent claim file quality, and innovative solutions to day-to-day tasks. In addition, collaboration with vendor partners and key stakeholders ensured.
• Business owner and relationship manager for Glass, Roadside Assistance, and Rental countrywide. Subject matter expert for customer escalations and compliance inquiries.
• Responsible for the communication, and execution of the rebranding efforts for 3 vendor partnersincluding websites, internal and external communications, and customer interaction points exceeding deadlines with 100%.
• Using operational reporting, industry expertise, and collaboration across business teams implemented multiple process efficiency gain projects to provide capacity for integration efforts and improved customer experience.

Freeport, Illinois, United States

• Throughout my time in this role, my responsibilities were in constant flux to meet organizational goals including an office closure, an office opening and expansion, and a transition of a contact center. During this.
• Sourced, hired, and onboarded 175 associates in 9 months while maintaining an exceptional employee retention rate.
• Lead high-performing teams to produce results that met/exceeded expectations. Coached and mentored team members to take on challenging new tasks to allow for growth within their roles and eventual career growth.
• Simultaneously supported teams of leaders in the first notice of loss contact center and the auto claims liability adjusting team.
• Oversaw roadside assistance, glass, and rental efforts countrywide through collaboration with vendor partners to include a 6% reduction in towing complaints and a $7.5M rental indemnity save through reduced cycle.

Bachelor'S Degree, Criminal Justice And Corrections

Associate Of Arts And Sciences (A.A.S.), Sociology