Rachel Vassall Email & Phone Number

New York City Metropolitan Area

• Communicate directly with retailers and cross-functionally with the Customer Success Team to provide account status updates, verification process, or inactive accounts due to failed payments• Maintain and develop reports for analysis and tracking of verified and unverified retailers• Audited over 300 retailers to ensure they were properly sent to collections for their outstanding balance• Ensure that the verification fail rate is under 3%• Support wider company initiatives on… Show more • Communicate directly with retailers and cross-functionally with the Customer Success Team to provide account status updates, verification process, or inactive accounts due to failed payments• Maintain and develop reports for analysis and tracking of verified and unverified retailers• Audited over 300 retailers to ensure they were properly sent to collections for their outstanding balance• Ensure that the verification fail rate is under 3%• Support wider company initiatives on data entry, system reconciliation, and administrative work Show less

Greater Chicago Area

• Overseen the continued success of the Customer Care team by providing regular feedback through Quality Assurance Scorecards • Created and updated over 30 process trainings for phone, chat, and email • Provided constructive feedback to leadership in weekly Quality Agenda meetings to improve KPIs • Generated weekly averages for each Customer Care Specialist to ensure their scores are above 86% • Participated in regular calibration sessions with other QA specialists to… Show more • Overseen the continued success of the Customer Care team by providing regular feedback through Quality Assurance Scorecards • Created and updated over 30 process trainings for phone, chat, and email • Provided constructive feedback to leadership in weekly Quality Agenda meetings to improve KPIs • Generated weekly averages for each Customer Care Specialist to ensure their scores are above 86% • Participated in regular calibration sessions with other QA specialists to continually strengthen and align the team’s work• Analyzed and communicated relevant trends to better serve customers Show less

Greater Chicago Area

• Reviewed, identified, and flagged fraudulent accounts to minimize and prevent loss• Investigated internal fraudulent activity within Trunk Club• Effectively managed outstanding accounts and connected with clients regarding payment• Productively sent over 30 customers a day to collections due to outstanding balances• Reviewed and submitted chargeback disputes through Vantiv and American Express • Established and managed relationships with customers via various communication… Show more • Reviewed, identified, and flagged fraudulent accounts to minimize and prevent loss• Investigated internal fraudulent activity within Trunk Club• Effectively managed outstanding accounts and connected with clients regarding payment• Productively sent over 30 customers a day to collections due to outstanding balances• Reviewed and submitted chargeback disputes through Vantiv and American Express • Established and managed relationships with customers via various communication platforms• Fostered strong collaborations with all team members, including stylists, sales, and marketing• Successfully updated and closed over 85 billing cases per day in Salesforce Show less

• Oversee the BPO teams’ performance to improve the quality assurance KPI by 20% and conduct deep-dive investigations to understand the “why” behind how metrics are performing • Conduct over 150 audits each week for the BPO team to ensure optimal customer satisfaction• Lead weekly quality assurance performance reviews and calibration sessions with BPO team leads• Collaborate with internal stakeholders to improve the quality processes• Successfully built a new operational process… Show more • Oversee the BPO teams’ performance to improve the quality assurance KPI by 20% and conduct deep-dive investigations to understand the “why” behind how metrics are performing • Conduct over 150 audits each week for the BPO team to ensure optimal customer satisfaction• Lead weekly quality assurance performance reviews and calibration sessions with BPO team leads• Collaborate with internal stakeholders to improve the quality processes• Successfully built a new operational process for QA and training that increased quality scores by 15% (70% to 85%)• Review over 10 processes weekly and initiate changes to training materials based on identified trends in quality assessments Show less

Greater Chicago Area

• Managed and updated social media calendar on Facebook, Twitter, and Do312.com • Organized Do312-sponsored events for Red Bull, Deep Eddy vodka, and Lollapalooza• Involved in the formulation of social media strategies to increase client visibility, exposure, and lead generation