Heather Behler
Midlothian,VA
Overview
8
8
years of professional experience
Work History
Customer Support Manager
ExploreLearning
05.2024 - Current
- Managed a team of 9 full time employees and additional seasonal staff, providing direct leadership, training, and performance oversight
- Reduced time to first response (TTFR) by 46%, improving overall support efficiency and customer experience
- Streamlined customer support operations by deploying AI chatbot and phone systems, improving response times and service efficiency
- Guided team through complex organizational merger, navigating uncertainty, driving communication strategy, and ensuring successful integration of teams and processes
- Consistently maintained a 90% CSAT rating across customer support interactions
- Worked cross functionally with development, order management, and sales to resolve issues and streamline workflows
Technical Support Integrations Success Agent
ExploreLearning
06.2021 - 05.2024
- Managed integrations and troubleshooting across multiple LMS platforms, including Clever, ClassLink, and OneRoster
- Provided data support to multiple school districts, including CSV uploads, validation, and troubleshooting
- Built sustainable relationships and trust with customer accounts through open and interactive communication
- Managed time wisely while balancing company meetings, phone calls, and on line inquiries at all hours from hundreds of different districts at a time.
- Handled customer complaints, provided appropriate solutions and alternatives quickly; follow up to ensure resolution
Community Sales Manager
Schell Brothers
01.2021 - 06.2021
- Delivered engaging and exciting home buying experiences by showcasing floor plans, explaining features and benefits, and advising builders on customer preferences
- Wrote and executed purchase agreements for all new builds and inventory homes.
- Delivered exceptional customer service by guiding clients, providing timely updates, and offering consultations throughout projects
Guest Service Agent
Marriott Cypress Harbour
11.2019 - 01.2021
- Addressed guest questions and concerns across multiple channels, delivering accurate information and resolving complaints efficiently
- Delivered excellent customer service under high pressure situations, consistently communicating with professionalism and courtesy
- Provided guest services, resolving issues, managing requests, handling reservations, and coordinating billing and security operations
Cast Member/Zone Ambassador
Walt Disney World
05.2018 - 07.2019
- Led zone operations as Ambassador, delivering exceptional guest experiences, driving product engagement, and mentoring staff on product knowledge to boost sales.
- Assisted in planning and executing employee recognition programs to boost team morale
- Developed sales skills using Disney's Next Level Courtesy techniques to sell memorable merchandise to guests
Timeline
Customer Support Manager
ExploreLearning
05.2024 - Current
Technical Support Integrations Success Agent
ExploreLearning
06.2021 - 05.2024
Community Sales Manager
Schell Brothers
01.2021 - 06.2021
Guest Service Agent
Marriott Cypress Harbour
11.2019 - 01.2021
Cast Member/Zone Ambassador
Walt Disney World
05.2018 - 07.2019