Rachel Anne

Customer Service & Operations professional with 18+ years of experience in call center support, account management, technical support, and operations coordination across banking, manufacturing, marine technology, and home services. Proven track record of improving customer satisfaction, managing high-volume interactions, resolving complex issues, and optimizing operational workflows. Experienced with CRM systems, Housecall Pro, Great Plains ERP, digital banking platforms, order management, and regulatory compliance.

Seeking a Customer Service Manager, Customer Success, Operations Coordinator, or Remote Customer Support role to leverage strong leadership, problem-solving, and process improvement skills.

Customer Service & Operations Manager - TruBlue of South Jersey Shore - Ventnor, NJ

(2024-01 - 2025-03)

Managed daily office operations for a home repair and aging-in-place services company

• Scheduled technicians and coordinated service appointments using Housecall Pro for dispatch, job tracking, and CRM
• Served as primary customer contact via phone, email, live chat, and social media
• Prepared service estimates and project quotes for home repair, maintenance, and remodeling projects
• Managed billing, invoicing, payment processing, refunds, and vendor transactions
• Administered weekly payroll and tracked technician job completion
• Maintained accurate customer records, service documentation, and project tracking in CRM
• Resolved customer concerns promptly to maximize satisfaction and retention

Remote Customer Support & Banking Specialist - Manufacturers and Trust - Contract Remote

(2023-02 - 2024-06)

• Delivered remote customer support for online banking accounts and digital banking platforms
• Assisted customers with account access, transactions, password resets, and troubleshooting
• Conducted needs assessments to recommend banking products and services, driving cross-selling opportunities
• Ensured compliance with financial regulations, privacy policies, and security standards
• Escalated complex issues to internal teams for resolution while maintaining high service standards

Technical Customer Support Specialist - Seakeeper - United States

(2020-01 - 2023-01)

Contract remote

• Provided technical support to vendors, marine technicians, dealers, OEM partners, and end users
• Processed warranty registrations, service documentation, and vessel title records
• Reviewed service reports for accuracy and compliance with warranty standards
• Escalated and resolved complex technical issues, collaborating with engineering teams
• Maintained NJ DOT Hazmat certification for compliant shipping via ground, sea, and air

Customer Service & Account Management Specialist - Keystone Adjustable Cap - United States

(2010-01 - 2020-01)

• Managed vendor accounts and customer service operations, including order processing in Great Plains ERP system
• Verified order accuracy, pricing, inventory, and shipping timelines
• Resolved vendor inquiries and billing discrepancies
• Implemented process improvements reducing order errors by 20%
• Provided product recommendations to increase sales and vendor satisfaction

Customer Account Representative - Comcast Cable - United States

(2001-08 - 2010-01)

• Provided high-volume call center support for residential customer accounts
• Assisted customers with billing, service updates, and troubleshooting
• Processed service upgrades, installations, and account changes
• Retained customers by resolving complaints and preventing service cancellations

Business Management & Administration - Moore Academy