Summary
Overview
Work History
Education
Skills
Accomplishments
Skill Sets
IICRC - Carpet Cleaning Technician
Timeline
Generic

Christopher Heaps

Draper,UT

Summary

Versatile Regional Manager experienced in wide range of business needs, including strategic planning, promotional activities and human resources. Accustomed to stepping into different roles every day to enable business operations to evolve and meet changing demands.

Overview

15
15
years of professional experience

Work History

Regional Manager of Routes & Construction Cleaning

Simply Right Inc
01.2020 - 01.2024
  • Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
  • Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Planned, distributed, monitored and followed up on daily route assignments to service customers per company standards and agreements.
  • Assisted in annual budget preparation by providing detailed payroll reports and projections for management review.
  • Collaborated with HR staff for seamless onboarding of new hires, ensuring accurate set-up in the payroll system.
  • Processed timecards and payroll data for team of employees.
  • Managed payroll data entry and processing for 86+ employees to comply with predetermined company guidelines.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Increased team productivity by streamlining communication and implementing effective project management strategies.
  • Spearheaded process improvements, leading to enhanced efficiency and cost savings across various departments.

Customer Support Representative

Nav.com
05.2019 - 01.2020
  • Assist customers with navigating their personal and business credit profiles
  • Represent Nav’s financial interest when contacting customers about missed payments
  • Mentor new customers on ways to build their business credit.
  • Tested new software and hardware prior to deployment.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.

Social Media Specialist

Jet.com
10.2017 - 05.2019
  • Balance both live and dormant queues through InContact, Facebook Messenger, SMS, and Feedback queues
  • Proactively respond to reviews through NPS, Android, iOS, Reseller, and Power Reviews
  • Monitor multiple Social Media Platforms at once; Facebook, Instagram, and Twitter.

Partner Operations Specialist

Jet.com
08.2016 - 10.2017
  • Guided new 3P Merchants through API integration on the Jet Platform
  • Educated Merchants on our Marketplace policies, agreements, and expectations
  • Helped Merchants to review their catalog to verify all products would be sellable in the marketplace.
  • Mentored junior associates, providing guidance on case strategy and professional development opportunities.
  • Networked with other professionals and organizations to expand contacts and opportunities.

Customer Care Specialist

Jet.com
10.2015 - 08.2016
  • Actively participated in ongoing professional development opportunities, staying current on industry trends and best practices for customer care specialists.
  • Promptly responded to inquiries and requests from prospective customers.
  • Kept accurate records to document service actions and discussions.
  • Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.

Chat Team Lead

CreditRepair.com
11.2014 - 10.2015
  • Championed continuous improvement initiatives that resulted in optimized processes leading to cost savings for the organization.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.

Human Intelligence Collector

Utah National Guard
04.2009 - 04.2015
  • Honed report writing, data collection, and intelligence dissemination through specialized training
  • Trained in personnel management, leadership, and teamwork
  • Debriefed Senior Command members on information vital to our mission.

Education

A.S. Business -

Salt Lake Community College
01.2025

Certificate of Spanish -

Defense Language Institute
Monterey, CA
01.2010

Diploma -

American Fork High School
01.2009

Skills

  • Decision-Making
  • Policies and Procedures
  • Schedule Management
  • Onboarding and Orientation
  • Performance reviewing
  • Report Preparation
  • Customer Relations
  • Attention to Detail
  • Project Management
  • Leadership Development
  • Contractor Relationship Management
  • Task Delegation
  • Budget Management
  • Computer Skills
  • Strategic Planning
  • Bid Review
  • Cost Reduction

Accomplishments

  • Eagle Scout
  • Co-Founder of the J-Pride Employee Club 100 Members
  • Co-Founder and Lead of Company Sponsored Pride ARG (Associate Resource Group) Walmart Sponsored D&I Initiative, 150 Members

Skill Sets

  • MS Office 365
  • 55 WPM Typing Speed
  • InContact (Phones/Email/Chat)
  • Spredfast
  • Net Promoter Score
  • Workday
  • Aspect
  • CS through Social Media
  • SQL

IICRC - Carpet Cleaning Technician

The Carpet Cleaning Technician (CCT) certification covers the art and science of carpet cleaning to professional service providers and others in related industries. Emphasis is placed on practical application, identifying fiber, yarn, and carpet constructions, style types, and finishes, soiling conditions, cleaning science and methodology, and other issues and concerns faced by individuals who maintain and clean installed broadloom carpet. Upon achieving the certification, you have demonstrated you know how to perform carpet cleaning techniques and procedures, including pre-inspection, fabric identification, basic cleaning chemicals and equipment, and proper cleaning techniques and procedures with a residential and light commercial emphasis.

Timeline

Regional Manager of Routes & Construction Cleaning

Simply Right Inc
01.2020 - 01.2024

Customer Support Representative

Nav.com
05.2019 - 01.2020

Social Media Specialist

Jet.com
10.2017 - 05.2019

Partner Operations Specialist

Jet.com
08.2016 - 10.2017

Customer Care Specialist

Jet.com
10.2015 - 08.2016

Chat Team Lead

CreditRepair.com
11.2014 - 10.2015

Human Intelligence Collector

Utah National Guard
04.2009 - 04.2015

A.S. Business -

Salt Lake Community College

Certificate of Spanish -

Defense Language Institute

Diploma -

American Fork High School

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Christopher Heaps