Heather Anglin
NC
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Bespoke Post
09.2022 - 10.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
Backroom Team Lead
Victoria's Secret & PINK
02.2021 - 09.2022
- Reduced employee turnover by fostering a positive work environment and providing ongoing training opportunities.
- Collaborated with store management to develop effective solutions for recurring operational issues in the backroom area.
- Facilitated clear communication between team members, resulting in fewer errors and more streamlined operations.
- Fostered a culture of continuous learning among team members by encouraging professional development opportunities.
- Followed proper procedures for item receipt, storage and inventory control.
Assistant Program Director
Catawba County Schools
05.2017 - 10.2020
- Assisted program manager with developing budget and schedule.
- Boosted staff morale and productivity by fostering a supportive work environment and providing clear communication channels.
- Created and developed lesson plans to meet students' academic needs.
- Provided a safe and nurturing environment for children, regularly monitoring indoor and outdoor spaces for potential hazards.
- Enhanced children''s emotional development through empathetic communication and active listening techniques.
Customer Service Representative
Fiserv
02.2013 - 12.2016
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers needs.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and backed up other customer service managers.
Education
Associate of Science - Biology
Catawba Valley Community College
Hickory, NC05-2011
Skills
- Active listening
- Customer focus
- Data entry
- Conflict resolution
- Call center experience
- Live chat support
Timeline
Customer Service Representative
Bespoke Post
09.2022 - 10.2024
Backroom Team Lead
Victoria's Secret & PINK
02.2021 - 09.2022
Assistant Program Director
Catawba County Schools
05.2017 - 10.2020
Customer Service Representative
Fiserv
02.2013 - 12.2016
Associate of Science - Biology
Catawba Valley Community College
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