Experienced Customer Care Coordinator with 10 years of expertise in customer service and support. Recognized for meticulous attention to detail and a genuine passion for creating positive customer experiences. Demonstrated ability to efficiently resolve issues, elevate team performance, and foster innovation. Seeking a dynamic and challenging role that values creativity, where extensive knowledge can enhance customer satisfaction and contribute to organizational success. Proficient in communication, customer service management, and process optimization; consistently streamlining service processes and delivering impactful results.
Hi, I’m
CARY VAN HEEL
Minneapolis,MN
Summary
Overview
14
years of professional experience
Work History
Walden University
Senior Customer Care Coordinator
03.2023 - Current
Job overview
- Analyze call and chat trends to identify areas for improvement and make recommendations to enhance customer experiences and satisfaction
- Create and maintain a knowledge base for the Customer Care Team, including FAQs, troubleshooting guides, and best practices to improve problem-solving skills and enhance customer experience
- Conduct regular team meetings to discuss customer feedback, identify areas for improvement, and implement new strategies for enhancing the customer service experience for Tempo students
Walden University
Customer Care Coordinator (Nursing Field Experience)
12.2020 - Current
Job overview
- Developing and implementing strategies to enhance the customer service experience for nursing students, including personalized communication and support throughout their Practicum application process
- Contributed valuable insights and knowledge to the team's knowledge base materials, facilitating continuous improvement and knowledge sharing
- Assisting with the development and implementation of customer service training for the nursing field experience team
Walden University
Customer Care Coordinator (Tempo Tech Support)
03.2023 - 01.2025
Job overview
- Analyze call and chat trends to identify areas for improvement and make recommendations to enhance customer experiences and satisfaction
- Create and maintain a knowledge base for the Customer Care Team, including FAQs, troubleshooting guides, and best practices to improve problem-solving skills and enhance customer experience
- Conduct regular team meetings to discuss customer feedback, identify areas for improvement, and implement new strategies for enhancing the customer service experience for Tempo students
Walden University
Customer Care Coordinator (Academic Advising)
10.2019 - 12.2020
Job overview
- Managed incoming electronic cases, phone calls, and online chat requests from students, ensuring timely and efficient resolution of issues
- Identified student problems, conducted thorough research to find solutions, and guided students through corrective steps to ensure satisfaction and issue resolution
- Diligently logged all customer interactions and meticulously tracked related details in the case management system, maintaining continuous contact with students until issues were fully resolved
Robert Half International Inc.
Contractor
01.2019 - 01.2020
Job overview
- Walden University: 2019 - 2020
- SecureWorld Expo: One-day Assignment, 10/2019
- Wells Fargo Bank N.A.: Two-week Assignment, 8/2019
- RightSource Compliance: Three-week Assignment, 05/2019 - 06/2019
Harbor Freight Tools
Senior Logistics Associate
01.2017 - 01.2019
Job overview
- Provided versatile support including reporting, project assistance, and team training
- Assisted with customer service, inventory management, and store maintenance
- Demonstrated physical endurance, strong multitasking, and organizational skills
Toys R'Us
Part-time Sales Associate/Full-time Pricing & Signage Team Member
01.2011 - 01.2017
Job overview
- Combined cashier, customer service, greeting, electronic sales, and floor associate roles
- Provided exceptional service, maintained store cleanliness, answered product queries, and handled physical tasks
- Managed signage operations for a large sales area, addressing regional and national issues and utilizing various equipment and software tools for pricing and signage tasks
Education
Oregon State UniversityCorvallis, OR
Bachelor of Arts from Digital Communication Arts
09.2024 - Current
University Overview
Toi Whakaari : New Zealand Drama School
Certificate from Costume Construction
02.2015 - 11.2015
University Overview
Skills
- Customer Interaction via Phone
- Real-Time Chat Assistance
- Technical Support
- Sales
- Client Appointment Coordination
- Strong Spoken Communication
- Effective Written Communication
- Strong Organizational Skills
- Detail-Oriented Data Management
- Skilled in Microsoft Office Applications
- Google Workspace Apps
- Salesforce Lightning
- Salesforce Unlimited Edition
- Curriculum Design
- Collaborative Schedule Management
- Administrative Support
- Employee Feedback Analysis
- Customer relations
Accomplishments
Accomplishments
Customer Care ChatGPT
Assumed a pivotal role as a knowledge curator and evaluator for an upcoming chatbot focused on tech support. I sourced relevant documents and web links to enrich the chatbot's database, ensuring it has access to comprehensive and accurate information
Practicum Tracker - Addition to Student
Portal
Offered design solutions to enhance visual integration within the current student portal interface. Played a key role in project advancement by crafting the logical frameworks through if-then statement construction.
Creation of Tech Support Team
Established a new team from the ground up. Spearheaded research into existing processes and developed a comprehensive knowledge base for the team. Orchestrated fundamental training sessions and structured training schedules. "Authored documents, guides, and resources to support and empower my team.
Awards
Awards
- Director's Choice, 01/01/23, Walden University
- Manager's Choice, 01/01/22, Walden University
- Game Changer, 01/01/21, Walden University
- Employee of the Month, 12/01/17, Harbor Freight Tools
- Team Member of the Month, 12/01/16, Toys R'Us
- Team Member of the Month, 08/01/14, Toys R'Us
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
401k matchFlexible work hoursSimilar Profiles
SHANA GARRETT, PhD, LPC, MBA, NCCSHANA GARRETT, PhD, LPC, MBA, NCC
College Dean at Walden UniversityCollege Dean at Walden University
Jada GrantJada Grant
Student at Walden UniversityStudent at Walden University
Rochelle W. Gilbert, EdDRochelle W. Gilbert, EdD
Associate Vice Provost at Walden UniversityAssociate Vice Provost at Walden University
Elijah BodenElijah Boden
Lead Technician at Take 5 Oil ChangeLead Technician at Take 5 Oil Change
Ryan MengelkochRyan Mengelkoch
Senior Account Executive at Ampacet CorpSenior Account Executive at Ampacet Corp