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
• 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
• Participated in regular calibration sessions with other QA specialists to continually strengthen and align the team’s work

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

• 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
• Successfully built a new operational process for QA and training that increased quality scores by 15% (70% to 85%)

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