Rachel Frishkorn
Sr Manager Customer Care @Blue Nile
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WORK HISTORY
Sr Manager Customer Care @Blue Nile
Lead a multi-channel customer operations organization with a relentless focus on customer obsession, ensuring every process, system, and performance framework is designed to deliver exceptional customer experiences.• Provide daily leadership for 4 managers and 100+ individual contributors across Inside Sales, Customer Care, and Customer Service Operations.• Deliver industry-leading customer outcomes, achieving 4.6 CSAT, 93% First Contact Resolution, and 76 Net Promoter Score.• Own end-to-end workforce strategy for a 100+ seat contact center, including forecasting, staffing, scheduling, and performance-based shift bid programs.• Drive data-driven performance management through productivity, adherence, and contact-volume analytics to continuously improve service delivery.• Reduce contact abandonment to historic lows (<3%) through queue optimization, automated callback, and “save-my-spot” technology.• Lead enterprise-wide system transformations, implementing new workforce management platforms, payroll systems, and customer communication tools.• Build internal operational infrastructure and leadership training programs that increase frontline availability and develop next-generation leaders.• Navigate major corporate transitions — from private equity ownership through IPO preparation to acquisition by Signet — while maintaining service excellence and team stability.
EDUCATION
Bellevue College
Associate's degree, Business Administration and Management, General
ABOUT RACHEL FRISHKORN
I am a results-oriented senior customer operations leader with over 20 years of experience building and scaling high-impact support organizations. I specialize in creating operational excellence through strategic workforce planning, performance management, and cross-functional partnerships that elevate customer experience outcomes and organizational performance.Throughout my career, I’ve led diverse teams in fast-paced e-commerce environments, championing initiatives that improve service delivery, optimize capacity, and align talent with business priorities. I bring a blend of analytical rigor, operational discipline, and people leadership to complex problems — from forecasting demand to enhancing agent engagement and coaching performance.Key strengths include:• Workforce planning & forecasting to balance service levels with business goals• Driving productivity and quality through data-driven insights• Building frameworks that support consistent customer outcomes• Leading change across distributed teams• Developing leaders and empowering a high-performing cultureI am energized by opportunities that allow me to partner with business leaders to elevate both customer and team outcomes.
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