Rachel Horton
Memphis
Summary
Driven and personable individual with excellent communication and interpersonal skills. I am deeply committed to customer satisfaction, offering personalized service tailored to meet the unique needs of each customer. With a solid background in client relationship management, I ensure both customer satisfaction and loyalty by proactively addressing concerns and exceeding expectations.
I possess a strong sense of self-motivation, consistently demonstrating punctuality and reliability in all tasks. Open-minded and eager to learn drive my continuous personal and professional development, while my desire to improve and support others helps foster a collaborative and growth-oriented environment. Always striving for excellence, I embrace challenges as opportunities to grow and contribute meaningfully to my team and organization.
Overview
14
14
years of professional experience
Work History
Inside Sales Representative
Ryerson
10.2023 - Current
- Deliver an outstanding customer experience by actively listening to ensure customers receive the right products for their needs.
- Travel nationwide to foster strong relationships with mills and distributors.
- Stay in touch with customers post-sale to confirm their needs are met and to maintain long-term satisfaction.
- Respond quickly to customer inquiries, whether in person, by phone, email, or chat.
- Cultivate relationships with both customers and suppliers to drive increased sales.
- Clearly explain policies, procedures, and product details, making sure customers understand what to expect at every step.
- Maintain up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Develop strategic relationships with existing customers by learning preferences and managing regular communications.
- Nurture long-term customer relationships through regular check-ins, keeping them informed of relevant updates and promotions.
Over Limit Report, Analyst Approval Report
FedEx
01.2023 - 10.2023
- The Over Limit Report includes requests from agents for refunds that exceed their approved credit limit. Each agent has a designated credit and refund limit, and any request exceeding that limit requires submission for my review.
- Report directly to senior management and obtain approval from vice presidents to assess the validity of high-value refunds or credits.
- Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Perform thorough research using various programs to investigate billing discrepancies that need to be resolved.
Critical Verification Team Leader
FedEx
05.2020 - 07.2023
- Send emails to hundreds of customers weekly to help them update their account information.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Collaborate with senior management to guide my team of seven employees, ensuring we meet our goals.
- Partner with the fraud prevention team to maintain the security of customer accounts.
- Verify customer identities by researching their contact details through online resources and FedEx records.
- Assist in training new employees and provide coaching to help them improve as team members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Freight Auditor
FedEx
02.2019 - 05.2020
- Communicated with hundreds of companies weekly to identify and resolve billing errors.
- Key contributor from the inception of the team, helping shape its development.
- Executed audit phases and entered data into accounting software for analysis.
- Assisted in creating departmental guidelines and implemented company-wide changes, such as restricting auditors to email-only communication instead of phone calls.
- Generated billing error reports for each company and collaborated with them to address recurring issues.
- The team helped FedEx save millions in revenue by preventing auditors from contacting customer service directly.
Assistant Trainer
FedEx
02.2019 - 06.2019
- Supported lead trainers in onboarding new hires and facilitating training sessions.
- Collaborated with fellow trainers to develop innovative teaching methods, fostering an environment of continuous learning and growth.
- Led the development and delivery of PowerPoint presentations for training purposes.
- Coached new hires on call handling techniques and maintaining an appropriate tone.
- Instructed new employees on how to effectively use FedEx’s systems and programs.
Specialty Customer Service
FedEx
05.2018 - 11.2018
- Engaged with hundreds of customers weekly, assisting them with refund requests and investigating lost packages.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Generated reports on call volume and created charts to highlight common customer inquiries.
- Contributed insights during weekly meetings, sharing key reasons why customers are reaching out to FedEx for assistance.
Barista
Otherlands Coffee Bar
01.2015 - 05.2018
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
Merchandising Regional Manager
American Apparel
07.2011 - 12.2014
- Oversaw window displays for two locations across the Southeast.
- Arrange products in a visually appealing way, often using techniques like color blocking, signage, and creative placements to attract customers.
- Design eye-catching window displays that reflect seasonal promotions, new arrivals, or special sales events.
- Optimized inventory management systems for reduced stock discrepancies, minimizing losses due to shrinkage or obsolescence.
- Analyzed sales reports to optimize product placement, moving items with poor sales performance and designing store layouts based on sales data.
- Collaborated closely with CEO and other managers to align store aesthetics and operations with his brand vision.
Education
Human Resources Management - Human Resources
The University of Memphis
Memphis, TN05.2025
Bachelor of Professional Studies - Organizational Leadership
The University of Memphis
Memphis, TN06.2022
Skills
- Exceptional customer service skills
- Attention to detail
- Cheerful and energetic
- Adept multi-tasker
- In-depth product knowledge
- Superior organizational skills
- Polite and kind email and phone etiquette
- Positive client relationship management
- Salesforce CRM
Accomplishments
Purple Promise Award recipient 2019, 2020, and 2022
Team members who consistently provide exceptional service, ensuring every customer experience exceeds expectations, play a key role in delivering the award-winning service FedEx is known for. Those who consistently go above and beyond in delivering superior customer service are eligible for the prestigious annual Purple Promise Awards.
Bravo Zulu Award recipient 2020 and 2021
This recognition is inspired by the U.S. Navy's signal for excellence and is awarded to individuals within FedEx for exceptional performance that goes above and beyond their normal job responsibilities. It celebrates those who consistently exceed expectations and make a significant impact through their outstanding contributions.
Circle of Excellence Award recipient 2019, 2020, 2021, 2022
A peer nomination recognizes team members who consistently exhibit exceptional performance, lead in customer satisfaction, and achieve impactful results.
Positive Work Culture
FedEx, LPSP Cultural Ambassador, 2019–2022
Collaborated with cross-functional teams to design team-building activities that reinforce FedEx’s Living Purple Promise culture. Actively engaged with colleagues to foster inclusivity, ensuring everyone felt valued and heard. Celebrated team achievements and provided feedback to LPSP members on effective strategies for promoting a positive work environment and enhancing employee engagement.
FedEx, FedEx Family House Charity Bake Sale, 2019 & 2020
Organized and led a bake sale to raise funds for children and families staying at the FedEx Family House. Managed the sale table, handled transactions, and oversaw the cash box to ensure smooth operation and successful fundraising.
FedEx, Santa for St. Jude Toy Drive, 2018 & 2019
Coordinated donations from FedEx employees for the St. Jude Toy Drive. Dressed as Santa to encourage participation and create positive engagement. Organized logistics for transporting donations and delivered toys to St. Jude, helping bring holiday joy to children and their families.
Timeline
Inside Sales Representative
Ryerson
10.2023 - Current
Over Limit Report, Analyst Approval Report
FedEx
01.2023 - 10.2023
Critical Verification Team Leader
FedEx
05.2020 - 07.2023
Freight Auditor
FedEx
02.2019 - 05.2020
Assistant Trainer
FedEx
02.2019 - 06.2019
Specialty Customer Service
FedEx
05.2018 - 11.2018
Barista
Otherlands Coffee Bar
01.2015 - 05.2018
Merchandising Regional Manager
American Apparel
07.2011 - 12.2014
Human Resources Management - Human Resources
The University of Memphis
Bachelor of Professional Studies - Organizational Leadership
The University of Memphis
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