Rachel Richardson

Hertford

Summary

Management professional with extensive experience in operations and production management across various industries. Proven track record in developing and implementing effective production strategies that enhance efficiency and drive results. Skilled in organizational development and team building, fostering collaboration and high performance.

Overview

years of professional experience

Certification

Work History

Owner / Client Success & Operations Manager

Salted Sea Lash Co.

11.2020 - Current

Managed 30+ client accounts remotely, serving as primary point of contact for onboarding, training, and ongoing success initiatives
Achieved sub-8% churn rate through bi-weekly virtual check-ins, 24-hour response times, and personalized coaching on revenue optimization
Analyzed booking data and service trends using advanced Excel to identify upsell opportunities and recommend strategic pricing adjustments
De-escalated client concerns and resolved complex issues remotely, maintaining high satisfaction in fast-paced environment
Trained clients on digital scheduling platforms and revenue tools via virtual sessions, driving technology adoption and long-term retention
Developed referral program that expanded client base through structured virtual outreach and testimonial generation

Clinical Operations Specialist

Olean General Healthcare

Olean

02.2020 - 02.2021

Coordinated patient communications and onboarding in hybrid work model, collaborating remotely with multidisciplinary teams to ensure seamless service delivery
Analyzed operational data trends to support decision-making and maintain compliance in fast-paced clinical environment
Maintained HIPAA-compliant documentation and provided virtual training to staff on systems and best practices

Program Support & Operations Administrator

Tomo Drug Testing

Hertford

12.2017 - 01.2019

Served as primary liaison for court-ordered programs, managing client communications, scheduling, and stakeholder onboarding
Monitored performance metrics and provided remote coaching to program participants, improving outcomes and compliance rates
Generated operational reports and identified growth opportunities while delivering staff training on program procedures

Education

Bachelor of Science - Behavioral Health

Grand Canyon University

Phoenix, AZ

05-2027

Esthetics Coursework -

Summit Salon Academy

Anderson, IN

01-2020

Skills

Client Management
Virtual training
Project management
Customer relationship management
Team collaboration
Client engagement optimization
Proactive Communication
Virtual Check-In Strategies
Problem-Solving
Crisis Management
Upsell Tactics
Retention Tactics
Microsoft Excel (Advanced)

Microsoft Office Suite
Microsoft Teams
Remote Collaboration Tools
Digital Scheduling Platforms
Virtual Meeting Software
Digital Marketing
Demand Analysis
Data Review
Campaign Trend Analysis
Tech Stack Training
Remote Client Coaching
Stakeholder Liaison
Cross-Functional Coordination