Rachelle Sanders Email & Phone Number

Redmond, Washington, United States

Bellevue, Washington, United States

Bellevue

CONTENT CREATION• Managed internal and external knowledge for four different SaaS brands resulting in a CSAT (customer satisfaction) increase across each business. • Redesigned the Grade.us and Cyfe knowledge bases including: knowledge organization, look and feel, navigation, legacy article archival and redirect, and new article creation.• Created training videos for each business brand to facilitate customer onboarding, including: Brand overview, a how-to-use micro series, and troubleshooting.• Created assets for internal training using multiple mediums including: study guides, articles, handouts, videos, checklists, and proficiencies.TRAINING DELIVERY• Delivered internal and external training content in a variety of methods including: small and large groups, in a classroom, and virtual.MANAGEMENT• Managed a cross-team communications group to address inter-department communication issues through a variety of channels including: Slack announcements, Weekly/ Monthly/ Quarterly update meetings between related departments, and Five-Bullet-Fridays. • Created a Quality Assurance program and identified areas of improvement, designed a scorecard, and created an audit schedule.

United States

Responsible for training within Customer Care including; teaching the unique information pertaining to each position, managing all records and materials related to the training- including keeping the department compliant with current global procedures, creating and tracking the results of surveys, leading lectures, and developing resources pertaining to each unique position- and for fostering communication between related departments in order to facilitate better notification of process changes. -Coordinated communication between departments, resulting in on-time deliverables, increased KB integrity, and document fidelity in a medically regulated industry-Collaborated with the Quality Team to leverage quality trends and identify training opportunities, resulting in a quality increase from 93% to 95%-Owned asset development to foster Positive Initial Responses during customer interactions-Drove user acceptance testing for Customer Care related tasks during ERP and CRM implementation

Bothell, Wa

Provided quality leadership to an inbound phone support team through a series of management tasks including; schedule building, managing an internal chat group, and leading department wide meetings. -Customized the on-boarding procedure within Customer Care, leading to increased employee retention-Redesigned the Knowledge Based to encourage first contact resolution-Assumed ownership of internal quality audits and communicated trends to team members through monthly one on ones

Bothell, Wa

Provided quality phone support to customers by leading them through basic troubleshooting, placing and processing orders, answering technical support questions, and setting up services. -Investigated and resolved customer inquiries through troubleshooting, order processing, and technical support-Maintained quality and productivity expectations at a 99%

Bothell, Wa

Primary tasks; calling customers for follow up and data entry. Additional training in: shipping, fulfillment, repairs, and reception.

Bothell, Wa

Reviewed edits made by external customers using internal resources, including: visually inspecting imagery, online research, active team engagement, and maintaining map integrity

Seattle, Wa

Provide excellent customer service by engaging with customers, making drinks, and working the register. Includes promoting specials and seasonal items.

Seattle, Wa

Created a dynamic and exciting environment within the school dormitories. Ran tours for parents and prospective students, created and facilitated skill building and social programs, was available for questions, emergencies, and on call during evening hours.

Ukiah, Ca

Data entry for trade show contacts, filing, office organization, bulk mailing of the County guides, and maintaining county listings for the database.

Ukiah, Ca

Planned and implemented course material for groups of 10-20, grades 4-12, twice a week.

Bfa, Media Arts And Animation

media arts and animation

Aa, Painting

water color, acrylics, life drawing, creative writing, voice