Open To Work
Heather Bevering
Seattle,WA
Summary
- Experienced customer service professional with a track record in fast-paced call centers serving public utilities, bill collection, sales, and insurance industries. Known for a dedication to exceptional customer service, adept at resolving intricate issues and enhancing customer loyalty. Proficient in developing strategic partnerships through effective communication and problem-solving skills.
Overview
21
21
years of professional experience
Work History
Merchandiser
Columbia Distributing
06.2024 - 10.2025
- Stocked stores shelves with beverages
- Assisted customers with their questions
- Helped with training new coworkers
Accounting Clerk (Contract)
Beacon Hill Staffing: Cascade Environmental
04.2024 - 06.2024
- Filing B&O taxes
- Research of jurisdictional websites and entering info into ViewPoint.
- Payment email reminders to customers.
- Very customer focused, light and friendly communication.
- Ad hoc, cyclical accounting work.
- Excellent communication skills written and verbal.
- Perform government filings to obtain business licenses.
Bill Collector
Merchants Credit Association
06.2023 - 03.2024
- Handle customer inquiries, complaints, billing questions and payment extension/service requests.
- Calm callers, repair trust, locate resources for problem resolution and design best-option solutions.
- Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.
- Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).
- Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees.
- Helped company attain the highest customer service ratings (as determined by external auditors) earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
- Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.
Claims Agent
Geico Insurance Company
05.2018 - 06.2023
- Handled incoming calls from policyholders, responding to inquiries, resolving problems, and correcting policy errors.
- Provided quotes and executed online policy changes for auto, home, and excess liability.
- Recognized as “#1 Customer Service Rep” (out of 20 reps in division) in 2020. Ranking was based on customer satisfaction, speed of resolution and availability.
- Co-developed on-the-job training program that reduced training time from eight weeks to five.
- Contributed to an 8% Profit increase in 2021 by improving lead-generation and sales-tracking methods.
Technical Support Agent
Wave Broadband
09.2009 - 04.2018
- Took incoming customer calls for customers requesting technical assistance on their cable, phone, and Internet problems.
- Provided my technical expertise to those having technical problems with their services provided by our company.
- Resolved over 20,000 technical problems in the almost 10 years of my service.
- Reduced truck rolls by more than half
- Assisted with the training for more than 5 years.
- Recognized as #1 Technical Support Rep (out of 45 reps in division) in 2016.
Customer Service Representative
Verizon Wireless
06.2006 - 08.2009
- Resolved incoming callers’ technical problems, general questions, sales requests, and complaints.
- Educated customers on our products and services.
- Sold over 3,700 text and web services.
- Sold over 1,200 cell phones.
- Recognized as #1 technical support representative (out of 90 reps in the division) in 2008.
In-House Bill Collector
Alltel
07.2004 - 05.2006
- Handled incoming customer calls who needed help with billing.
- Set up promise to pays, took payments, and reactivated their suspended service until Verizon Wireless bought Alltel; I had happily become a part of Verizon Wireless.
- Recognized as #1 In-house bill collector (out of 25 reps in the division) in 2006.
- Also recognized as the kindest bill collector by the customers in 2005
- Saved over 3,000 customers from leaving the company.
Education
Associate of Science - Business Administration
Bellevue College
Bellevue, Washington, WA06.2006
Work Preference
Work Type
Full TimeTimeline
Merchandiser
Columbia Distributing
06.2024 - 10.2025
Accounting Clerk (Contract)
Beacon Hill Staffing: Cascade Environmental
04.2024 - 06.2024
Bill Collector
Merchants Credit Association
06.2023 - 03.2024
Claims Agent
Geico Insurance Company
05.2018 - 06.2023
Technical Support Agent
Wave Broadband
09.2009 - 04.2018
Customer Service Representative
Verizon Wireless
06.2006 - 08.2009
In-House Bill Collector
Alltel
07.2004 - 05.2006
Associate of Science - Business Administration
Bellevue College