Rachelle Durand
Clyde North,Australia
Summary
Dedicated service professional with a proven track record in coordinating and managing service operations. Recognized for driving efficiency and enhancing customer experiences while fostering a collaborative team environment. Reliable and adaptable with strong communication and organizational skills. Committed to delivering exceptional service and creating positive outcomes for clients and team members.
Overview
15
15
years of professional experience
Work History
SERVICE COORDINATOR
Simply Helping
01.2020 - 01.2021
- Managed incoming phone and email inquiries, ensuring timely and accurate responses.
- Utilized Microsoft Office, including advanced Excel, to organize data, generate reports, and streamline processes.
- Supported the Service Coordination team with operational tasks to enhance efficiency.
- Collaborated with cross-functional teams to improve office workflows and accountability.
- Maintained staff rosters and schedules in the Client Management System, in line with client care plans.
- Communicated shift schedules promptly via email and SMS for emergency staffing needs.
- Confirmed shift schedules with clients and case managers to ensure accurate service delivery.
- Adhered to feedback and complaints procedures, escalating issues to HR as necessary.
- Processed new service requests and prioritized tasks for the Service Coordination team.
MANAGER
IBM India Pvt. Ltd.
01.2011 - 01.2015
- Directed a team of trainers in professional development, hiring, and new hire training.
- Conducted learning needs analysis with stakeholders for new business and transaction accounts.
- Aligned training strategy with business objectives to enhance operational effectiveness.
- Published and managed a quarterly learning calendar to ensure timely training sessions.
- Designed and delivered CBT (Computer-Based Training) interventions, including mentoring, coaching, and elearning.
- Reviewed course content regularly to maintain workshop relevance and quality.
- Identified industry skills and certification needs, encouraging team members to pursue relevant courses.
CUSTOMER SERVICE TRAINER
SITEL India
01.2006 - 01.2010
- Executed primary hiring responsibilities for voice panel interviews, adhering to established parameters and operational guidelines.
- Achieved a 100% pass rate in New Hire Training (NHT) by following structured hiring procedures.
- Conducted new hire training programs covering voice and accent, grammar, and customer service.
- Developed training content for transition accounts and standard NHT materials.
- Delivered client update trainings to enhance service delivery.
- Facilitated refresher trainings to maintain compliance with client standards and expectations.
- Identified bottom quartile performers, developed targeted action plans, and executed them within set deadlines.
- Monitored call and email interactions to ensure high-quality customer support.
- Tracked agent performance, implemented process improvements, and reported results to operations leadership.
- Analyzed communication related dissatisfaction from weekly surveys to support continuous improvement initiatives.
Education
Bachelor of Business Management -
Bangalore University
Bangalore, IndiaYear 12 - undefined
St John's High School
Bangalore, IndiaYear 10 - undefined
St John's High School
Bangalore, IndiaSkills
- Effective communication
- Microsoft Office & Excel: Highly proficient in Microsoft Office, including advanced Excel skills for data management, reporting, scheduling, and streamlining administrative tasks
- Management Skills: Skilled in coordinating staff, managing schedules, and optimizing administrative operations to improve team performance
- Creativity: Able to think outside the box to solve problems, improve workflows, and adapt to changing priorities
- Critical Thinking: Strong analytical skills with the ability to assess situations, prioritize tasks, and make sound decisions under pressure
- Leadership: Demonstrated leadership in cross-functional collaboration, guiding team efforts, and taking initiative to improve processes and outcomes
Timeline
SERVICE COORDINATOR
Simply Helping
01.2020 - 01.2021
MANAGER
IBM India Pvt. Ltd.
01.2011 - 01.2015
CUSTOMER SERVICE TRAINER
SITEL India
01.2006 - 01.2010
Year 12 - undefined
St John's High School
Year 10 - undefined
St John's High School
Bachelor of Business Management -
Bangalore University