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Rachael Thompson

Content Editor

Infogain | Washington

Technologies

My Portfolio Highlights

My New Course

Introduction to SQL

Data enthusiast, embracing the beauty of numbers and algorithms.

My Work

Take a look at my latest work.

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Understanding Data Science

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Understanding Data Engineering

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Introduction to SQL

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

My Work Experience

Where I've interned and worked during my career.

Infogain | Feb 2021 - Present

Content Developer

I am part of a managed services team working with Microsoft to create, edit, manage, and govern content for Microsoft customer service support. Some of my responsibilities for this role include the following: • Ensuring Microsoft internal support content is consistent across all internal platforms and consumer lines of business, conforms to the Microsoft style guide, and complies with legal and accessibility standards, encompassing approximately 12 departments. • Collaborating with engineers and technical project managers to develop technical content into easily consumable forms. • Leading several projects per year that contribute to internal content framework or team functionality. • Managing daily content change requests and distributing work among team members to ensure SLA is met. • Running team meetings several times per week, as well as meetings with stakeholders once a week.
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Infogain | Mar 2019 - Feb 2021

Moderator

I moderated a feedback system called Speak Up! For Microsoft internal employees. My role included the following responsibilities: • Trained new Moderators in my team, as well as onboarding new moderators for each supported SBU, collaborating with different SBUs to address specific needs. • Solved communication gaps and build solutions to improve user (agents) and stakeholder experience. • Created and updated process flows as needed for improvement and efficiency • Tested and reproduced issues related to customer feedback, related to hardware or software issues. Understanding the user environment and the available technical solutions. • Analyzed trends and identifying improvement opportunities based on data/ feedback taken from the managed tool (SU!) • Reported on feedback advancement, informing all parties involved of progress, roadblocks, and challenges to overcome. • Coordinated schedules and internal communications with stakeholders, mediating meetings to find solutions and provide feedback. • Created realistic timelines and reported on expectations for solution delivery. • Learned business needs from stakeholders as well as the user's needs, found the middle ground, and presented solutions that would balance requirements and business needs. • Adapted quickly to new processes and policies in the organization, communicating to users and stakeholders any new expectations, and adapting workload to new practices.

Blueprint Technologies | Aug 2018 - Mar 2019

Workforce Management Specialist

I received a promotion to a Workforce Management Specialist role. • Facilitated professional communication between Agents and Management. • Managed schedules of 300+ employees. • Replied to employee call-out and time-off request emails. • Utilized tracking tool to update attendance and requests, as well as other employee information. • Generated employee reports to cross-reference with BI, and report to the Support Coordinators. • Fielded questions from employees via Skype and Outlook. • Actively brainstormed changes and innovations for WFM tools and processes.

Blueprint Technologies | Dec 2016 - Aug 2018

Customer Service Representative

I received several written accolades from superiors during my time working at Blueprint Technologies. • Active member of 3 teams in the customer support space: Billing, Accounts, and Compass (an advanced pilot project geared towards increasing customer satisfaction by using critical thinking and personalized responses to solve customer issues in one-touch). • Matched the user’s communication style. • Actively researched new training ideas and personalized quick responses for users. • Consistently assisted peers by answering their questions. • Provided coaching and feedback on peer ticket responses. • Researched and resolved user account and billing issues.

Maxwell Appraisal | Jun 2016 - Dec 2016

Communication Specialist

My main responsibilities were to respond to communications from clients regarding new orders, prepare and submit bids using Outlook, and pull reports. I quickly escalated to researching real estate properties, performing subject market research, and generating statistics using Excel. I was also tasked with creating and maintaining cloud files and reports, populating appraisal reports using vertical appraising software, and maintaining the schedules for the appraiser and field photographer.

Bank of America | May 2015 - Jun 2016

Client Service Representative

Client Services Representative at the Maple Valley Banking Center. I was applauded for the speed at which I learned the banking software and system and became a designated trainer for new client service representatives. • Protected client information. • Researched and resolved client problems and escalated problems as needed. • Assisted customers in improving their financial standing with advice derived from product knowledge. • Responsible for the financial center and vault keys, and performed both opening and closing procedures. • Proofed daily receipts. Adhered to strict policies and procedures while still being efficient.

Kohl's | Oct 2014 - May 2015

Cashier

Cashier, customer service, opening/closing duties, sales, I was commended for my great customer service. I converted customer experiences from negative to positive with issue resolution and helpful assistance. I worked closely with different teams and trained/mentored new peers.

Grocery Outlet | Jul 2013 - Mar 2014

Cashier

Open/close duties, customer service, face aisles, use pallet jack, sweep/mop floors, and remove expired items from shelves, I have been in challenging situations and always found a way to give the customer a positive experience.

My Education

Take a look at my formal education

Bachelor's degree, Business ManagementWestern Governors University | 2022

About Me

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