Rachael Reliford
Client Experience Manager at Editorialist- Claim this Profile
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Bio
Tiffany Fernandez
The best to work with. Always helpful and with the best attitude. She trained me at editorialist with so much patience and continued to show me new things and methods that worked for her in order to work smarter and not harder. The best!!
Bhanavi Mathur
Rachael has been one of the most exceptional and reliable people I have worked with in my career thus far. She has not only mentored me but also supported me in every possible way, while allowing me to assert my creative agency in order to grow in my role at Editorialist. This has played such an integral part in my growth as an individual and a professional. I have always walked away from our conversations having learned something from her. Rachael is someone who is always willing to help. She has a problem solving mindset, and she comes to you with clear communication which is something I truly value about her.
Tiffany Fernandez
The best to work with. Always helpful and with the best attitude. She trained me at editorialist with so much patience and continued to show me new things and methods that worked for her in order to work smarter and not harder. The best!!
Bhanavi Mathur
Rachael has been one of the most exceptional and reliable people I have worked with in my career thus far. She has not only mentored me but also supported me in every possible way, while allowing me to assert my creative agency in order to grow in my role at Editorialist. This has played such an integral part in my growth as an individual and a professional. I have always walked away from our conversations having learned something from her. Rachael is someone who is always willing to help. She has a problem solving mindset, and she comes to you with clear communication which is something I truly value about her.
Tiffany Fernandez
The best to work with. Always helpful and with the best attitude. She trained me at editorialist with so much patience and continued to show me new things and methods that worked for her in order to work smarter and not harder. The best!!
Bhanavi Mathur
Rachael has been one of the most exceptional and reliable people I have worked with in my career thus far. She has not only mentored me but also supported me in every possible way, while allowing me to assert my creative agency in order to grow in my role at Editorialist. This has played such an integral part in my growth as an individual and a professional. I have always walked away from our conversations having learned something from her. Rachael is someone who is always willing to help. She has a problem solving mindset, and she comes to you with clear communication which is something I truly value about her.
Tiffany Fernandez
The best to work with. Always helpful and with the best attitude. She trained me at editorialist with so much patience and continued to show me new things and methods that worked for her in order to work smarter and not harder. The best!!
Bhanavi Mathur
Rachael has been one of the most exceptional and reliable people I have worked with in my career thus far. She has not only mentored me but also supported me in every possible way, while allowing me to assert my creative agency in order to grow in my role at Editorialist. This has played such an integral part in my growth as an individual and a professional. I have always walked away from our conversations having learned something from her. Rachael is someone who is always willing to help. She has a problem solving mindset, and she comes to you with clear communication which is something I truly value about her.
Experience
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Editorialist
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United States
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Technology, Information and Media
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100 - 200 Employee
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Client Experience Manager
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Apr 2022 - Jul 2023
- Develop and implement strategies, processes, and procedures to improve the quality of the client experience, increase client satisfaction, and enhance client loyalty. - Act as the voice of our client; Gather data and insights from NPS and CSAT surveys to ensure we are providing the highest level of client satisfaction and continuously improving our service and product offerings. - Identify and analyze internal and external feedback; Utilize data to create targeted client… Show more - Develop and implement strategies, processes, and procedures to improve the quality of the client experience, increase client satisfaction, and enhance client loyalty. - Act as the voice of our client; Gather data and insights from NPS and CSAT surveys to ensure we are providing the highest level of client satisfaction and continuously improving our service and product offerings. - Identify and analyze internal and external feedback; Utilize data to create targeted client retention strategies and improve client engagement. - Provide leadership, direction, and mentorship to the styling, operations and client experience team to ensure successful delivery of services ranging from onboarding, order fulfillment and communications. - Responsible for monitoring and diagnosing client escalations; Determine the correct level of urgency needed to ensure a quick resolution and provide suggestions on quality improvements. - Collaborate with cross-functional teams to resolve quality issues in a timely manner. - Develop, document and maintain quality assurance processes and procedures; Conduct regular audit of processes across multiple teams to ensure compliance with company and industry standards. - Lead strategic efforts for new client acquisitions and client retention; Analyze each the client journey to identify trends and areas for improvement. - Model the company culture in all interactions; Member of the Inclusiveness Committee.
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Private Client Stylist & Styling Operations Lead
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Nov 2020 - Apr 2022
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Associate Stylist
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Jan 2019 - Nov 2020
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Client Services Associate
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Jun 2018 - Jan 2019
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Client Services Specialist
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Jul 2017 - Jun 2018
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ThirdLove
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United States
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Retail Apparel and Fashion
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100 - 200 Employee
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Customer Experience Supervisor
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Oct 2016 - Jun 2017
- Managed and trained a team of customer experience agents; assisted with hiring and creating team development strategies - Developed and implemented processes and protocols used to track, oversee and optimize customer experience, including supporting build-out of internal and external help centers - Relayed feedback to upper management, engineers and product teams
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Customer Experience Lead
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Jul 2016 - Oct 2016
- Provided and create a collection of processes to use to track, oversee and optimize all customer interactions, foster customer loyalty through high-quality interactions at each step, responsible for improving the experiences customers have, increase customer satisfaction - Assisted in the creation of training processes for new team members, funnel all feedback to upper management, engineers and product teams, manage day to day tasks and duties, assist with interviews for new hires, develop… Show more - Provided and create a collection of processes to use to track, oversee and optimize all customer interactions, foster customer loyalty through high-quality interactions at each step, responsible for improving the experiences customers have, increase customer satisfaction - Assisted in the creation of training processes for new team members, funnel all feedback to upper management, engineers and product teams, manage day to day tasks and duties, assist with interviews for new hires, develop team into top CX agents
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Customer Experience Associate
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Apr 2016 - Jun 2016
- Delivered stellar, high-volume customer service via phone, email, live chat and social media, maintaining expert knowledge of product lines - Provided contributions to strategic planning of streamlining processes and policies; mastered internal management system to process orders
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Nordstrom
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United States
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Retail
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700 & Above Employee
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Sales Associate Women's Shoes
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Dec 2014 - Mar 2016
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Nordstrom
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United States
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Retail
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700 & Above Employee
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Assistant Manager Women's Shoes
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Aug 2013 - Aug 2014
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Selling Manager
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Feb 2013 - Aug 2013
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Assistant Store Manager/ Key Holder
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Aug 2011 - Aug 2013
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Nordstrom
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United States
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Retail
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700 & Above Employee
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Assistant Manager Women's Shoes
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May 2009 - Aug 2010
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Education
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2015 - 2017
Academy of Art University
Master of Arts (MA), Fashion Merchandising -
2005 - 2009
West Virginia University
BS, Fashion Merchandising
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