Hanna Fore
GROVES,TX
Summary
Dedicated Customer Service Specialist with a robust background in customer service and a deep understanding of service delivery within the advanced software solutions sector. Proven ability to provide exceptional reactive and proactive support, ensuring superior customer satisfaction and relationship health. Adept at troubleshooting complex technical issues, identifying program gaps, and implementing configuration changes to enhance client experience. Strong cross-functional collaborator with experience working with Product, Professional Services, Development, and Account teams to drive service excellence and business results.
Passionate about cultivating lasting customer satisfaction through quality service and unparalleled support, with a proven track record of maintaining professional relationships to boost profitability. Known for a positive, energetic demeanor and exceptional skills in building rapport with clients, developing partnerships, and driving business growth. Demonstrates solid multitasking abilities, strong work ethic, and adherence to company policies and procedures. Highly motivated to contribute to team goals and customer success while managing multiple priorities with a results-oriented approach. Skilled in communication, active listening, and analytical problem-solving, with a focus on optimizing processes and enhancing customer experiences.
Overview
7
7
years of professional experience
Work History
Advanced Support Consultant
Bonterra Tech
02.2023 - 05.2023
- Provided exceptional reactive and proactive support to clients with advanced support packages, ensuring high levels of satisfaction.
- Collaborated with internal teams (Product, Professional Services, Development, Account Managers) to address client needs and enhance service delivery.
- Engaged clients proactively to identify potential issues and offer solutions before they impacted the customer experience.
- Facilitated clear communication between clients and internal teams to align on project goals and deliverables.
- Identified program gaps and provided actionable insights to improve client systems and processes.
Tier 1 Customer Support Specialist
Bonterra Tech
02.2022 - 02.2023
- Enhanced customer satisfaction by proactively addressing needs and resolving concerns.
- Provided tailored advice and assistance, focusing on individual customer preferences.
- Delivered exceptional service by leveraging deep product knowledge and creating positive customer experiences.
- Investigated and resolved inquiries and complaints with speed and professionalism.
- Demonstrated high energy and empathy when interacting with customers to ensure a superior experience.
- Prioritized customer needs by delivering prompt, attentive service.
- Stayed current on product and service updates to offer accurate information and tailored recommendations.
Customer Service Specialist
HEB Grocery Store
03.2020 - 01.2022
- Boosted team productivity by promoting operational best practices and driving efficiency.
- Resolved customer concerns, improving retention and driving sales through tailored solutions.
- Delivered exceptional service to customers during each shift, addressing inquiries, retrieving data, and presenting relevant product information.
- Ensured compliance with company policies, fostering a positive and effective work environment.
- Collected feedback to enhance processes and exceed customer satisfaction goals.
- Documented product/service issues and coordinated with relevant departments for resolution.
- Maintained high standards of quality control, ensuring optimal customer interactions.
- Addressed and resolved customer complaints with resourceful, timely solutions, contributing to high satisfaction ratings.
- Exceeded performance targets by offering organized, customer-centric solutions.
- Handled an average of 30 calls/emails per day, providing information, solving problems, and ensuring one-call resolution.
- Assisted with operational needs by managing opening and closing procedures.
Child Care Specialist
Exygon Health And Fitness Club
05.2018 - 03.2020
- Set and enforced rules to maintain children's safety and created welcoming, caring environments for all children.
- Handled daily administrative tasks efficiently to minimize time away from children.
- Consulted with families to discuss activities and behaviors of each child.
- Observed children to proactively identify issues with emotional or physical development and worked with parents and supervisors to address concerns.
- Kept areas clean, organized and stocked, and sanitized surfaces and toys.
- Cared for children ages 6 months to 12 years in nurturing and age-appropriate way.
- Instructed children in crafts and other activities to promote gross and fine motor skills.
- Used positive reinforcement techniques to promote patience and other good behaviors in children.
- Maintained group discipline through positive reinforcement, behavior modeling and collaboration with parents.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Food Delivery Driver
Waitrapp
06.2018 - 10.2018
- Planned efficient delivery routes to handle multiple orders and maintain high performance ratings.
- Consistently met delivery times using GPS to avoid traffic delays and optimize routes.
- Maintained a clean, professional vehicle to uphold company reputation.
- Logged hours and order activities through the company app to ensure accurate records.
- Communicated with dispatch to quickly respond to delivery updates and route changes.
- Verified orders before delivery to prevent customer complaints and ensure satisfaction.
- Resolved customer concerns using strong listening and problem-solving skills, escalating major issues to supervisors when necessary.
- Consistently met deadlines, achieving high customer satisfaction ratings by anticipating and addressing delivery challenges.
Pizza Delivery Driver
Dominos Pizza Inc.
01.2018 - 05.2018
- Delivered excellent customer service in person and over the phone, ensuring a positive experience with a sense of urgency.
- Planned optimal delivery routes to meet performance ratings and consistently hit promised delivery times using GPS.
- Maintained a clean and organized delivery vehicle, contributing to the company's professional image.
- Collaborated with management to resolve order issues and handled customer complaints with professionalism.
- Supported team efforts by assisting other workstations and staying in constant communication with dispatch for delivery updates.
- Processed payments, including cash, credit, and debit, efficiently and accurately.
- Verified orders before delivery to ensure quality and accuracy, minimizing customer complaints.
- Adhered to company safety, security, and appearance standards to enhance professionalism and teamwork.
- Consistently met deadlines, contributing to high customer satisfaction and performance ratings.
Cashier
Market Basket
02.2016 - 08.2016
- Assisted customers with purchases, locating items, and reward program sign-ups, enhancing their shopping experience.
- Resolved customer inquiries and concerns, providing expert knowledge of store policies.
- Processed cash, check, and card transactions with exceptional accuracy and efficiency.
- Promoted customer loyalty through friendly service and knowledgeable assistance.
- Collaborated with shift managers to resolve customer issues and ensure smooth operations.
- Maintained secure cash handling, resolving discrepancies and reconciling drawers at shift start/end.
- Verified age-restricted sales in compliance with store policies.
Education
High School Diploma -
Port Neches-Groves High School
Port Neches, TX05.2016
Skills
- Telephone etiquette
- Good communication skills
- Excellent written and oral communication
- Responding to Difficult Customers
- Customer Service Excellence
- Resolving Problems and Incidents
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Customer Data Confidentiality
- Tracking and Documentation
Accomplishments
- Achieved State Solo and Ensemble honors twice in high school by delivering exceptional performances with high accuracy.
- Contributed to a section of the band that earned top scores at marching band competitions throughout all four years of high school.
- Selected for the All-Region Band in 2014, demonstrating outstanding musical skills.
- Promoted to Section Leader in senior year, leading and mentoring peers.
Timeline
Advanced Support Consultant
Bonterra Tech
02.2023 - 05.2023
Tier 1 Customer Support Specialist
Bonterra Tech
02.2022 - 02.2023
Customer Service Specialist
HEB Grocery Store
03.2020 - 01.2022
Food Delivery Driver
Waitrapp
06.2018 - 10.2018
Child Care Specialist
Exygon Health And Fitness Club
05.2018 - 03.2020
Pizza Delivery Driver
Dominos Pizza Inc.
01.2018 - 05.2018
Cashier
Market Basket
02.2016 - 08.2016
High School Diploma -
Port Neches-Groves High School
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