Rachel Engle Email & Phone Number

Chicago, IL, US

Atlanta, Georgia, US

Effectively leverages Zendesk's chat, email, and phone channels to engage with customers, providing prompt and personalized assistance. For more comprehensive support, utilizes Zoom to facilitate real-time, face-to-face interactions, ensuring a higher level of customer satisfaction and issue resolution.Utilizes a wide range of tools, including Chargebee.

Mount Laurel, NJ, US

Redesigned weekly micro-learning sessions, resulting in 30% increase in company engagement.Developed engaging eLearning courses using Articulate 360 (Rise and Storyline) and Vyond.Recorded and edited training videos in Camtasia for use in micro-learning sessions and eLearning courses.Published micro-learning sessions to intranet (SharePoint).Designed.

Las Vegas, Nevada, US

Key presenter for integral meetings (e.g., All Hands, bi-weekly business strategy, District Manager training, etc.).Established Jira use for L&D team to maximize efficiency.Collaborated with SMEs to organize and gather information for technical documentation.Coordinated and scheduled training classes.Promoted collaboration among the project.

Palo Alto, CA, US

Developed SOPs and procedural documentation in collaboration with SMEs and business unit leaders.Published and managed content for org-wide knowledge base in Zendesk and Confluence using basic HTML.Utilized Jira Kanban board for efficient project management.Conducted needs analysis frequently to ensure training was applicable to trending gaps in.

Palo Alto, CA, US

Managed multiple teams of newly on-boarded agents by instructing on proper usage of tools, resources, and soft skills. Held daily huddles to communicate new or important information to team and encourage group collaboration. Provided consistent coaching to team members and created SMART goals to meet and exceed metric expectations. Managed escalated.

Palo Alto, CA, US

Utilized Zendesk to answer player concerns across multiple mobile games.Assisted wide array of players, from new accounts to prestigious, veteran players.Searched trending issues daily using search strings and custom views in Zendesk.Aided in identification of bugs and bug reporting, including troubleshooting and replicating player issues.Ensured paid.

Tampa, Florida, US

Designed and delivered leadership development programs for senior executives, middle managers, and high-potential employees, resulting in an overall increase in leadership effectiveness and improved business performance.Conducted needs analysis to identify leadership development gaps and designed customized learning solutions to address identified.

Tampa, Florida, US

Facilitated ILT, vendor-created training programs for employees across multiple departments, ensuring that all training sessions were delivered on time.Consistently maintained low attrition rates and high Customer Satisfaction ratings.Fostered positive relationships with vendors and stakeholders to ensure the delivery of high-quality training programs that.

Tampa, Florida, US

Provided solutions for prestigious business customers using Avaya phone systems. Navigated multiple computer screens during live phone calls in fast-paced environment. Within 3 months, began providing floor support by managing escalated phone calls and providing solutions to agents via a help desk.Maintained highly detailed customer records.Assisted.