Anna Headley
Centerton,AR
Summary
Experienced in delivering exceptional customer service, consistently striving to meet diverse customer needs by providing innovative and well-informed solutions. Proven track record of leading customer service-focused teams to enhance customer ratings, minimize complaints, and drive business growth.
Overview
13
13
years of professional experience
Work History
Customer Experience Champion II
Verizon Wireless
12.2022 - Current
- Improved customer satisfaction by efficiently addressing and resolving customer concerns and complaints.
- Reduced response time to customer inquiries by implementing an efficient ticketing system that prioritized urgent requests for assistance.
- Led a team of customer service representatives, fostering a supportive environment that encouraged growth and development.
- Streamlined processes to reduce wait times for customers, enhancing their overall experience.
- Achieved high levels of customer retention through proactive outreach efforts and diligent follow-up on issues or concerns.
- Effectively managed escalated customer situations, working towards mutually agreeable resolutions while maintaining professionalism at all times.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Leveraged advanced communication skills to effectively manage challenging customer situations, leading to increased trust and satisfaction.
- Coordinated cross-functional teams to address complex client issues promptly, ensuring comprehensive solutions were provided every time.
Transportation Coordinator
Walmart DC
11.2019 - 12.2021
- Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other business partners; identifying priorities, Routes shipments to Distribution Centers by building loads including load exceptions; designating carriers; determining load ratings and fees using transportation management systems
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Tracked shipments from dispatch through delivery to verify timely arrival.
- Resolved customer issues related to shipments efficiently while maintaining high levels of satisfaction throughout the resolution process.
- Ensured timely delivery of goods by closely monitoring shipments and proactively addressing potential delays.
- Collaborated with cross-functional teams on supply chain initiatives, ensuring seamless integration of transportation coordination efforts.
- Led shipment scheduling and routing with carriers, enabling reliable customer updates.
Customer Experience Representative
J.B. Hunt
11.2019 - 12.2021
- Proactively communicate with and respond to internal and external customers who request information by checking load status and/or resolving problems to achieve customer satisfaction and minimize service failures
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
Bilingual Billing Rep
Charter Communications
05.2019 - 09.2019
- Reviewed and solved account and billing discrepancies
- Assessed accounts for payment status and reached out to customers
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
Asset Protection Associate
Wal-Mart Store
07.2017 - 06.2018
- Introduced and implanted viable loss control strategies by maintaining strong partnerships and trust with customers
- Controlled reduction of loss inventory by protecting company assets
- Wrote reports for internal and external crime, burglary, or theft
- Checked CCTV for evidence of shoplifting
- Patrolled store departments to check for suspicious activities.
Resolution Specialist II / Human Resources Specialist
Wal-Mart Contact Center
07.2016 - 07.2017
- Facilitated and implemented settlement agreements by proposing resolutions and supporting effective decision-making for involved parties
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints
- Formulated focused and individualized resolutions aimed to peacefully settle disputes
- Implement appropriate resolutions
- Resolve customer service issues
- Identify and escalate high impact issues.
Accounting Clerk
SPR Cantu Noyola
12.2011 - 10.2014
- Input high volume of monthly invoices with consistent accuracy
- Completed biweekly payroll for company personnel
- Reconciled company accounts for credit cards, employee expenses and commissions
- Reported financial data and updated financial records in ledgers and journals
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable
- Maintained payroll information by calculating, collecting, and entering data.
Education
Bachelor of Science - Business Leadership And Management
Bellevue University
Bellevue, NE10.2024
Bachelor of Science - Business Administration and Management
DeVry University
Downers Grove, IL11.2023
Associate - Accounting
South Texas Vocational Technical Institute
McAllen, TX09.2011
Diploma -
Donna High School
Donna, TX05.2009
Skills
- Staff education and training
- Money handling abilities
- Stocking and replenishing
- Account management
- Professional telephone demeanor
- Service standard compliance
- Retail store support
- Evidence Collection
- Security Camera Monitoring
- Shrinkage Reduction
- Prevention of Criminal Activity
- CCTV Monitoring
- Surveillance
- Problem-Solving
- Time Management
- Problem-solving abilities
- Reliability
- Handling Complaints
- Talent management
- HR policies
- Call center experience
- Customer Empathy
- Customer Acquisition
- Account Management
- Cross-Functional Collaboration
- Engagement strategy development
- Teamwork and Collaboration
- Multitasking and Prioritizing
Websites
Languages
Spanish
Native or Bilingual
Timeline
Customer Experience Champion II
Verizon Wireless
12.2022 - Current
Transportation Coordinator
Walmart DC
11.2019 - 12.2021
Customer Experience Representative
J.B. Hunt
11.2019 - 12.2021
Bilingual Billing Rep
Charter Communications
05.2019 - 09.2019
Asset Protection Associate
Wal-Mart Store
07.2017 - 06.2018
Resolution Specialist II / Human Resources Specialist
Wal-Mart Contact Center
07.2016 - 07.2017
Accounting Clerk
SPR Cantu Noyola
12.2011 - 10.2014
Bachelor of Science - Business Leadership And Management
Bellevue University
Bachelor of Science - Business Administration and Management
DeVry University
Associate - Accounting
South Texas Vocational Technical Institute
Diploma -
Donna High School