Rachael Feidler

Experience

• 

  Apple Leisure Group

  Jul 2008 - Nov 2017

  Developed a 15-metric quality program supporting four companies, boosting overall performance.Managed a team of 10 quality control specialists, enhancing departmental efficiency.Increased call center upselling by 5% through targeted coaching programs.Collaborated with senior leadership to identify and implement program improvements.Presented call center performance metrics to senior leadership, driving informed decisions.Participated in seminars led by Dale Carnegie and SkillPath. Show less

  • Training and Quality Assurance Manager

    Nov 2015 - Nov 2017

  • Corporate Trainer

    Sept 2012 - Nov 2015

  • Support Agent

    Jul 2008 - Sept 2012
• 

  Softrip

  Nov 2017 - now

  Collaborated with product leadership to define strategy for new software, significantly enhancing user experience.Led feature development, delivering impactful solutions in the travel tech industry.Conducted market analysis to prioritize features, driving increased user satisfaction.Hosted discovery calls to uncover user needs and foster a robust Beta Community.Partnered with UX designers and engineers to implement efficient workflows and solutions.Managed quarterly planning meetings to align our roadmap and set priorities.Assessed tradeoffs in feature development to optimize outcomes.Presented feature releases to internal teams and external customers. Show less Developed 270+ help files and videos, enhancing user support and reducing query resolution time.Designed intuitive user experience for in-app help access, improving user satisfaction.Collaborated with VP on site design/content, aligning with company goals and boosting engagement.Managed LinkedIn content, increasing brand visibility and follower interaction.Analyzed workflows and app designs, enhancing user experience and operational efficiency.Identified development gaps by comparing 15 legacy apps with upgraded versions, streamlining processes.Built two platforms supporting 50 employees and 30 companies, improving internal and external operations.Implemented and managed corporate communication platform, optimizing external communications. Show less

  • Product Manager

    May 2022 - now

  • Training And Communications Manager

    Jan 2019 - Jun 2022

  • Account Manager

    Nov 2017 - Jan 2019