Amy Heineman
Angola
Summary
Hardworking professional with several years of professional driving experience. Well-organized, Excellent communication with customers, customer service and multitasking skills with observant nature and strong focus on the O'Reilly company.
Overview
2
2
years of post-secondary education
21
21
years of professional experience
Work History
Comm. driver, Hub driver, parts specialist, RSS
O'Reilly Auto Parts
Buffalo
01.2024 - Current
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Worked effectively in team environments to make the workplace more productive.
- Delivered automotive parts to various locations efficiently and safely.
- Maintained accurate logs of deliveries and vehicle inspections daily.
- Assisted customers with loading and unloading large parts as needed.
- Ensured compliance with safety regulations during all driving operations.
- Performed routine maintenance checks on vehicles to ensure reliability.
- Collaborated with team members to streamline delivery processes effectively.
- Trained new drivers on company policies and safe driving practices.
- Delivered goods and services to customers on time and in excellent condition.
- Followed all applicable traffic laws, regulations, and defensive driving techniques while operating company vehicles.
- Documented daily mileage, gas, and other data.
- Adhered to company policies and procedures related to safety and security standards.
- Delivered packages to customers in a timely and efficient manner.
- Inspected vehicles for cleanliness and checked gas and oil levels prior to departure.
- Inspected vehicles for mechanical items and safety issues, ensuring they are in proper working condition.
- Performed pre-trip inspection checks and reported problems to supervisor.
- Secured merchandise, avoiding damage during transportation.
- Provided excellent customer service by responding promptly to customer inquiries and complaints.
- Monitored road conditions during trips to determine if any adjustments need to be made due to weather or traffic delays.
- Checked loads to ensure that cargo was secure and distributed evenly.
- Monitored traffic conditions and applied defensive strategies to avoid accidents.
- Assisted with loading and unloading freight when necessary.
- Participated in training sessions regarding safe driving practices and defensive driving techniques.
- Drove trucks to and from job sites to deliver supplies.
- Conducted pre-trip inspections prior to departure including verifying load details and confirming route information.
- Achieved consistently high customer scores due to exceptional service.
- Operated standard warehouse equipment to assist with loading and unloading of deliveries.
- Managed time efficiently when making multiple stops along designated routes.
- Inspected vehicles for mechanical items and safety issues prior to operating them.
- Demonstrated ability to handle emergency situations calmly and effectively.
- Adhered to traffic laws and regulations to prevent accidents.
- Utilized GPS navigation systems to plan efficient routes for deliveries.
- Maintained delivery schedules without compromising safety.
- Adapted to changing routes or schedules as required by the employer.
- Operated a variety of vehicles safely in diverse weather conditions.
- Managed fuel consumption and expenses for vehicle operations.
- Kept accurate records of deliveries and customer signatures.
- Completed necessary paperwork and documentation for deliveries.
- Utilized GPS and maps for efficient route planning.
- Ensured vehicle cleanliness and performed regular maintenance checks.
- Conducted pre-trip and post-trip vehicle inspections to ensure operational safety.
- Assisted in loading and unloading vehicles to ensure safe transport of goods.
- Reported any vehicle malfunctions or accidents immediately to management.
- Inspected vehicle before and after every trip to assess performance and maintenance requirements.
- Checked vehicle after shift for damage.
- Taught and trained new sales personnel on customer service and sales techniques.
- Cross-sold additional products and services to purchasing customers.
- Made recommendations to customers to promote brand effectiveness and product benefits.
- Assisted customers during selection process and helped choose perfect products to meet individual needs.
- Kept parts neatly stacked and ready for purchase to boost sales.
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
- Developed strategic sales initiatives to pitch products and services.
- Performed complimentary services, battery installation, testing batteries, alternators, starters and installing new bulbs in vehicles
- Kept sales and counter areas organized and clean to give positive first impression to visitors and customers.
- Operated point of sales and parts lookup computer systems.
- Reviewed catalogs and computer databases to search and locate correct parts for customer vehicles according to make, model, and year.
- Boosted sales by capitalizing on cross-selling and upselling opportunities.
- Documented any discrepancies between actual inventory counts versus what was recorded in the system.
- Ensured that all safety procedures were followed while handling hazardous materials.
- Assisted retail, wholesale, and service customers with selecting optimal parts for different needs.
- Researched pricing, availability, compatibility, quality standards, and other factors related to purchasing decisions.
- Assisted customers with product selection based on their needs.
- Processed returns, exchanges, and refunds in a timely manner.
- Received customer orders and placed them into the system for processing.
- Maintained cleanliness and organization of the sales floor and storeroom.
- Resolved customer inquiries and complaints promptly and professionally.
- Trained new employees on store procedures and product offerings.
- Collaborated with team members to enhance customer service experiences.
- Provided product knowledge to customers for informed purchasing decisions.
- Processed sales transactions accurately and efficiently at the register.
- Managed inventory levels and organized stock in the warehouse.
- Assisted customers in locating automotive parts and accessories.
- Filed vehicle logs, cargo records or billing statements according to company regulations.
- Kept accurate logs of all deliveries and trips.
- Inspected vehicle and maintained gas, oil and water levels.
Customer Service Advocate
Target
Amherst
09.2016 - 11.2023
- Assisted customers with product inquiries and service issues.
- Educated customers on promotions and loyalty programs.
- Resolved customer complaints through effective communication and problem-solving.
- Managed returns and exchanges efficiently while adhering to policies.
- Utilized point-of-sale systems for transactions and inventory management.
- Trained new staff on customer service best practices and procedures.
- Maintained knowledge of store products and services for effective support.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Adhered to all company guidelines when interacting with customers.
- Managed incoming calls from customers in a professional manner.
- Upheld privacy and security requirements for customer information.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Mentored new employees on procedures and policies to maximize team performance.
- Developed relationships with customers through friendly conversations.
- Encouraged customers to become self-sufficient with web-based and mobile support tools.
- Identified potential opportunities to upsell products or services.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Developed strong customer relationships to encourage repeat business.
Cashier/produce dept
Walmart
Niagara Falls
03.2007 - 07.2015
- Processed customer transactions efficiently at point-of-sale.
- Maintained accurate cash drawer and balanced daily receipts.
- Assisted customers with product inquiries and provided recommendations.
- Managed returns and exchanges following store policies.
- Collaborated with team members to ensure smooth operations during peak hours.
- Handled customer complaints professionally to enhance satisfaction.
- Operated various register systems for seamless transaction processing.
- Upheld store cleanliness and organized merchandise displays regularly.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Collected payments and provided accurate change.
- Greeted customers and answered any questions they had about the store's products and services.
- Performed other duties as assigned by management.
- Stocked shelves with merchandise when needed.
- Helped customers find specific products, answered questions, and offered product advice.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Issued receipts, refunds, credits or change due to customers.
- Answered customer questions and provided store information.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Worked closely with front-end staff to assist customers.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Processed sales transactions to prevent long customer wait times.
- Learned roles of other departments to provide coverage and keep store operational.
- Followed company security procedures for handling large sums of money.
- Answered customer inquiries regarding store policies and procedures.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Conducted price checks for special orders or discounts as requested by customers.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Discounted purchases by scanning and redeeming coupons.
- Organized promotional displays or arrange merchandise on counters or tables to promote sales.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Used suggestive selling techniques to promote add-on sales.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Processed credit card, cash, and check payments, ensuring all transactions were accurate.
- Resolved customer complaints professionally in accordance with company policy.
- Maintained work area and kept cash drawer organized.
- Processed customer payments quickly and returned exact change and receipts.
- Built and maintained productive relationships with employees.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Answered customers' questions and provided information on store procedures or policies.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Maintained current knowledge of store promotions to highlight sales to customers.
- Offered customers carry-out service at completion of transaction.
- Checked personal identifications during alcohol and tobacco sales.
Manager
Rivershore Inc which turned into people Inc
Lewiston
11.2005 - 02.2015
- Oversaw daily operations to ensure smooth workflow across departments.
- Managed team schedules to optimize resource allocation and efficiency.
- Facilitated training sessions for staff on company policies and procedures.
- Resolved employee issues by providing guidance and support as needed.
- Monitored staff performance and addressed issues.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Conducted performance reviews for team members.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
Criminal Justice
Erie Community College
Buffalo, NY 08.1997 - 02.1999
Lake Shore
Angola, NYSkills
- Great People skills
- Great Communication with customers
- Reliable
- Trustworthy
- Honest
- Fast learner
- Great Multi tasker
- Great customer service
- Loyalty
Timeline
Comm. driver, Hub driver, parts specialist, RSS
O'Reilly Auto Parts
01.2024 - Current
Customer Service Advocate
Target
09.2016 - 11.2023
Cashier/produce dept
Walmart
03.2007 - 07.2015
Manager
Rivershore Inc which turned into people Inc
11.2005 - 02.2015
Criminal Justice
Erie Community College
08.1997 - 02.1999
Lake Shore