Summary
Overview
Work History
Education
Skills
Timeline
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Rachel Fahey

Brisbane, QLD

Summary

Customer Care Professional with end-to-end experience across eCommerce, retail, and digital channels. Proven success in managing daily customer enquiries while building scalable systems, policies, and training resources that improve efficiency and elevate the customer experience. Recognised for streamlining processes, and creating tools that support consistency and faster resolutions. I am now seeking to step into a Customer Care Manager role to lead a team, scale best practices, and drive a customer-first culture.

Overview

4
4
years of professional experience

Work History

Customer Care Lead

Charcoal Clothing
07.2023 - Current
  • Solely responsible for the day-to-day Customer Care function, managing all customer enquiries, while also building the systems and processes that underpin exceptional customer service.
  • Authored a comprehensive Customer Care training guide covering language standards, scenario handling, escalation processes, and system usage.
  • Implemented the Gorgias helpdesk software and trained staff, streamlining workflows for efficiency and accuracy.
  • Created and implemented all Gorgias macros, standardising customer responses. This reduced average response time and improved brand voice consistency, leading to faster resolutions and stronger customer satisfaction.
  • Act as the key point of contact for team members on returns and customer care queries. Known for being approachable and supportive, helping colleagues feel confident seeking guidance and strengthening overall team performance.
  • Designed and delivered a comprehensive returns process, including scenario-based training to equip team members to handle complex cases with confidence.
  • Introduced Instant Exchange and Shop Now/Later options on Loop, creating more flexible return experiences and reducing friction in the customer journey.
  • Refined shipping and return policies to improve transparency, fairness, and alignment with customer expectations.
  • Regularly shared customer insights with Product teams, influencing product information and development to reduce recurring complaints.
  • Developed an out-of-stock tracking system to proactively update customers and provide monthly insights to warehouse management.
  • Consistently boosted Trustpilot ratings, driving a steady flow of 5-star reviews and strengthening brand reputation.
  • Introduced a reshipment fee model that offset operational costs while maintaining service quality.
  • Managed chargebacks while preserving strong customer relationships.
  • Stepped in for warehouse management, demonstrating leadership flexibility across departments.

Customer Care Professional

FRANKIE4 Footwear
01.2022 - 07.2023
  • Delivered multi-channel customer support across email, phone, live chat, and social media. Ensuring timely, empathetic, and brand-aligned communication.
  • Provided specialist product, sizing, and fit advice, enabling customers to make confident purchase decisions and reducing the volume of returns.
  • Managed return processing from unpacking to resolution, maintaining accuracy and efficiency while upholding policy standards.
  • Actively monitored and responded to social media engagement, managing comments, messages, and escalations in line with brand voice.
  • Handled order amendments, payment adjustments, and shipping inquiries, coordinating with the warehouse to ensure seamless fulfillment.
  • Supported the resolution of customer complaints and escalations, using de-escalation techniques to preserve positive relationships.
  • Contributed to the improvement of Customer Care templates and processes, sharing insights on recurring issues and suggesting enhancements.
  • Developed proficiency across platforms including Shopify, Zendesk, Gorgias, Monday, Klaviyo and Yotpo.

Education

Queensland Certificate of Education -

Urangan State High School
01-2016

Skills

  • Customer Experience: Multi-channel support (email, phone, chat, social); skilled in templates, training guides, and brand-consistent communication
  • Leadership & Training: Solely manage day-to-day Customer Care while supporting colleagues with returns and providing training resources and guidance
  • Process & Policy: Designing return processes, refining policies, and implementing efficiency improvements
  • Collaboration: Partnering with Product, Warehouse, and Digital teams to deliver customer insights and resolve recurring issues

Timeline

Customer Care Lead

Charcoal Clothing
07.2023 - Current

Customer Care Professional

FRANKIE4 Footwear
01.2022 - 07.2023

Queensland Certificate of Education -

Urangan State High School

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Rachel Fahey