Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Beatrice Heard

Troutman,United States

Summary

With 11 years of experience in civilian and military settings, I possess a strong background in technical and customer support. My focus remains on ensuring customer satisfaction and fostering effective team collaboration. Throughout my career, I have honed skills in Microsoft Office, leadership, conflict management, and communication. By consistently driving process improvements and supporting organizational growth, I have made a significant impact. Passionate about leveraging analytical skills to enhance service delivery and create a collaborative work environment.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Payments Trained Technical Support Representitive

Foundever- Intuit Contract
Remote
10.2024 - 01.2025
  • Handle customer inquiries with precision, improving response times and resolution rates
  • Leverage product knowledge to address technical issues, enhancing customer satisfaction
  • Collaborate with teams to resolve complex complaints, ensuring swift solutions
  • Maintain detailed records in Salesforce for future analysis and process improvements
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Managed high levels of call flow and responded to technical support needs.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.

Customer Service Representative

Foundever- Savvas Contract
Remote
06.2023 - 09.2024
  • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
  • Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
  • Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
  • Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
  • Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
  • Cultivated positive relationships with key clients through regular communication channels such as phone calls or email correspondence
  • Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
  • Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image

Training Room Supervisor

108th Air Defense Artillery Brigade
Fort Liberty, NC
01.2014 - 02.2023
  • trained personnel on daily needs as well as monthly needs from higher up
  • regularly used excel, word, and PowerPoint to create spreadsheets for meetings as well as manage them to run smoothly
  • supervised anywhere between 5 & 15 personnel on daily tasks that need to be completed
  • I worked with incoming personnel getting to know their needs and goals and helping them to achieve them in their careers
  • Greeting important personnel as well as recording information, scheduling, and filing
  • Developed strong relationships with guests, earning repeat business by providing personalized attention to their needs and preferences.
  • Coordinated preventive maintenance schedules for rooms with the engineering department, ensuring timely completion without disrupting guest experience.
  • Ensured a safe working environment by enforcing strict compliance with safety policies and procedures.
  • Provided constructive feedback to employees through regular performance evaluations, setting clear expectations for improvement when needed.
  • Resolved conflicts among team members professionally, fostering a harmonious working atmosphere that enhanced productivity.

Education

Bachelor Of Criminal Justice - Forensic Science

Fayetteville Technical Community College
Fayetteville, NC

Skills

  • Customer Service
  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Leadership
  • Administrative
  • Event Planning
  • Logistics
  • Project Management
  • Troubleshooting
  • Time Management
  • Communication
  • Data Collection
  • Financial Management
  • Conflict Management
  • Product troubleshooting
  • Technical support
  • Call center operations
  • Customer service
  • Issue troubleshooting
  • Active listening
  • Microsoft outlook
  • User support
  • Software installation
  • Account management
  • Complaint resolution
  • Service support
  • Desktop support

Certification

  • CPR (November 2012 to Present)
  • Secret Clearance

Timeline

Payments Trained Technical Support Representitive

Foundever- Intuit Contract
10.2024 - 01.2025

Customer Service Representative

Foundever- Savvas Contract
06.2023 - 09.2024

Training Room Supervisor

108th Air Defense Artillery Brigade
01.2014 - 02.2023

Bachelor Of Criminal Justice - Forensic Science

Fayetteville Technical Community College

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Beatrice Heard