Rachale Points

Customer experience leader specializing in quality assurance and process improvement. I’ve led QA programs, trained frontline teams, and implemented changes that improved consistency and reduced resolution time. Comfortable with multi-channel support (phone, chat, email) and CRMs like Salesforce and Oracle. Seeking remote opportunities where I can scale quality, coach teams, and drive measurable gains in customer satisfaction.

Detail-oriented Customer Experience and Quality Assurance Supervisor with 10+ years of progressive customer-support and audit experience across telecommunications, media, and financial services. Proven track record in training and developing teams, building QA programs, managing escalations, and improving process efficiency in high-volume contact-center environments. Experienced with multi-channel support (phone, chat, email), CRM systems, and technical troubleshooting for consumer electronics.

Career Highlights

• Quality & Audit: Designed and ran QA audit programs, standardized scorecards, and improved compliance and consistency.
• Process Improvement: Streamlined chat and activation workflows, reducing handle times and increasing first-contact resolution.
• Dispute Resolution: Managed credit-bureau and billing disputes, strengthening resolution processes and call control.
• Technical Support: Troubleshot consumer electronics and printers; provided desktop and ticketing support for customers.

Daniel Webster High School — High School Diploma

Tulsa, OK | August 2004 – May 2008

• Completed foundational coursework and earned a high school diploma, providing core skills in communication, time management, and basic computer literacy.
• Relevant transferable strengths: strong written/verbal communication, reliable attendance and work habits, and readiness for customer-service and support roles.