Rachel Guyton

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Bank Contact Center Representative II – Sensitive Data at USAA Federal Savings Bank (2023-11 – 2025-05)

• Provide operational support to members with their banking needs on multiple Banking products.
• Review accounts and transactions to ensure adherence with regulatory guidelines and may be required to act and/or escalate non-compliant issues.
• Work under limited supervision to identify and recommend thoughtful trade-offs for the member and USAA.
• Identify and confirm the member's immediate request(s) and work to resolve issues.
• Explore member's banking needs and responds with needs-based solutions.
• Recommend new banking products that might be of interest to the member.
• Maintain high levels of member satisfaction consistent with USAA's core values and demonstrate a commitment to quality through member interactions.
• Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.

Substitute Teacher at Kelly Services (2023-03 – 2023-10)

• Find unique approaches to convey academic subject matter
• Devise lesson plans
• Research new educational programs or activities for students
• Consult with outside education experts on innovative teaching programs and methods
• Communicate with parents and schools about student progress
• Grade homework and monitor student performance
• Handle student discipline
• Coordinate fun classroom events and activities
• Help address the educational, emotional, and health concerns of special needs students
• Review and respond to student and parent feedback
• Attend professional development workshops and teaching conferences

Intake Coordinator/Mortuary Technician at Wright & Young Funeral Home (2021-09 – 2023-02)

• Displayed the highest level of professionalism and sensitivity when dealing with grieving family members.
• Completed death certificates, burial permits and other legal documents for families.
• Coordinated transportation of remains between medical facilities, funeral homes and burial locations.
• Supported grieving loved ones through difficult times and aided with details such as obituary notice wording.
• Helped families select funeral and burial details from range of available options.
• Arranged clergy, music and other service details for clients.
• Improved appearance of remains with use of cosmetics.
• Worked with cemeteries to schedule grave opening and closing.
• Managed timing of floral deliveries for multiple services per day.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Self-motivated, with a strong sense of personal responsibility.
• Assisted clients with pre-arranging funeral services.
• Discussed the nature of funeral service, disposition of remains and funeral costs with family members.

Sales Floor Representative at DD's Discount (2021-06 – 2022-06)

• Greeted customers, helped locate merchandise, and suggested suitable options.
• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
• Answered customer questions about products and services, helped locate merchandise, and promoted key items.
• Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
• Assisted customers with product returns, exchanges and refunds to increase satisfaction and trust.
• Processed payments and provided receipts to establish proof of transaction.
• Engaged in friendly conversation with customers to better uncover individual needs.

Department Manager at McDonald's (2018-08 – 2021-01)

• Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
• Communicated with managers of other departments to maintain transparency.
• Worked actively with the management team to create daily and weekly sales plans based on weekly sales trends.
• Created and enforced department policies, procedures and standards to establish productivity and quality.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Bachelor of Science in Criminal Justice: Criminology/Psychology – Florida Memorial University (2022-05)