Rachel O'Farrell Email & Phone Number

New York, United States

Jackson Heights, NY

United States

Brooklyn, New York

• Manage the daily operations of 5-15 customer support team specialists on shift, tasked to answer phone calls, reply to emails and action and respond to Problem Reports submitted from active users based on their trip.
• Onboard new customer support team members and lesson specialists.
• Provide leadership, feedback, and coaching to customer support… Show more
• Provide leadership, feedback, and coaching to customer support team.
• Actively monitor fleet alerts, includes rental length, battery status, and location.
• Developed claims reporting and tracking process involving all accidents, damages, and injuries while operating a Revel.

North Bergen, New Jersey

• Managed the daily operations of the customer care department and shipping department. Including in house agents, remote and outsourced agents in the Philippines.
• Managed department scheduling to meet the business needs.
• Assigned and monitored work tasks for optimum team efficiency, including e-mails in Desk.com software and communicating with customers through live chat.
• Oversaw the processing and printing of invoices with shipping labels of all stores and platforms through… Show more
• Oversaw the processing and printing of invoices with shipping labels of all stores and platforms through Shipworks shipping software.
• Managed weekly metric reports and identify all trending product and service issues for improvement.

• Actively manage a staff of approximately 10-20 booksellers and cashiers per shift, not including other managers. (Merchandising Managers, Leads, and Receiving Manager.
• Manage and execute the daily operations of the store; execute e-Planner to standard; plan and assign work to optimize payroll budget.
• Select, interview, and recommend the hiring of new booksellers & cashiers; oversee and monitor the new hire orientation and training process.
• Prepared and delivered performance… Show more
• Prepared and delivered performance reviews to booksellers; coach and counsel them on performance issues.
• Assist & oversee store Merchandise Managers to ensure that marketing initiatives are maintained.

Long Island City, New York

• Performed Training Specialist position simultaneously with my Operation Center Manager duties.
• Conducted new hire orientation and skillset training including: Safe Work Methods, GMPs, and customer engagement.
• Developed curriculum for new technology implementation.
• Engaged trainees with innovative training initiatives, boosted morale and inspired employees.
• Produce training materials for in-house courses. Amend and revise materials as necessary, in order to adapt to changes… Show more
• Produce training materials for in-house courses. Amend and revise materials as necessary, in order to adapt to changes that occur.

New York

• Direct supervisor of approximately 26 full time Operation Center Specialist, with 8-10 at a time that proactively monitor the customer experience through real time driver scanning behavior.
• Develop training material for various projects such as New Hire Training, DSS Screens, Telematics, Risk & Safety and the Standard Operating Procedure Manual.
• Responsible for interviewing and hiring new employees as well as the onboarding process of coaching, mentoring, and developing new… Show more
• Responsible for interviewing and hiring new employees as well as the onboarding process of coaching, mentoring, and developing new recruits.
• Empower employees to take responsibility for their jobs and goals. Delegate responsibility and expect accountability and regular feedback.
• Develop and own yearly holiday delivery remediation techniques.

• Actively managed approximately 40 full time agents, with a core team of 10 customer service agents to ensure real time and department goals are met.
• Increased efficiency by playing a key role in the implementation and training of new CRM software system.
• Evaluated performance honestly and directly by performing monitoring performance weekly and facilitating balanced coaching sessions.
• Displayed ownership of customer escalated issues and worked toward a quick… Show more
• Displayed ownership of customer escalated issues and worked toward a quick resolution.
• Took proactive steps to ensure that we are making our internal and external customers feel valued.

New York

• Hired to build entire customer service department from ground up based on previous experience.
• Actively managed approximately 8 customer service agents, and 2 team leads to ensure department service goals are met.
• Created training / development plans for staff and service team members, providing on-going performance feedback
• Established call center standards by redesigning employee performance score cards to capture essential qualities of high-level customer… Show more
• Established call center standards by redesigning employee performance score cards to capture essential qualities of high-level customer service
• Prepared weekly reports for senior management on production metrics. Show less

New York

• Began as a customer service representative and worked my way up to Web Customer Service Manager.
• Actively managed approximately 15 customer service agents, and 1 team leads to ensure department service goals were met.
• Assessed training needs, and designing and delivering training solutions that produced measurable results to the employees and organization.
• Supported excellent customer service and support for high volume inbound/outbound calls and reply through… Show more
• Supported excellent customer service and support for high volume inbound/outbound calls and reply through e-mail
• Managed and monitored online community that included chat.

Bachelor Of Arts - Ba, Art/Art Studies, General

Associate Of Arts - Aa, Art/Art Studies, General