Heather Boyd
Business, Customer Service
Fayetteville,NC
Summary
Authorized to work in the US for any employer Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Personable and dedicated Customer Service Representative with extensive experience in Customer Service and Sales industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
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.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Arise Platform
12.2022 - Current
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Representative
C3i Solutions
11.2022 - 05.2024
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Educated customers on special pricing opportunities and company offerings.
- Developed strong customer relationships to encourage repeat business.
- Implemented feedback mechanisms to gather insights for continuous improvement in service delivery.
- Assisted in the development of training materials for enhanced onboarding experiences.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Service Representative
Humana, Everise
10.2022 - 04.2024
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Set up and activated customer accounts.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Made outbound calls to obtain account information.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Consulted with customers to resolve service and billing issues.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided product information and support to enhance customer satisfaction and loyalty.
- Managed high-volume calls while maintaining service quality standards and efficiency.
- Collaborated with team members to streamline processes, reducing response times for customer issues.
- Trained new representatives on company policies, procedures, and customer service best practices.
- Led initiatives to improve customer engagement strategies, fostering stronger client relationships.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Call Center Agent
Publishers Clearing House
02.2020 - 09.2022
- Fielded client queries related to services and products for 100 to 120 customers daily.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Managed high-volume of inbound and outbound customer calls.
- Implemented additional services to maintain exceptional client service ratings.
- Maintained strong call control and quickly worked through scripts to address problems.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Delivered exceptional customer service by resolving inquiries and complaints effectively.
- Utilized CRM software to track customer interactions and enhance support processes.
- Trained new team members on call handling protocols and company policies.
- Analyzed customer feedback to identify trends and improve service quality.
- Implemented process improvements that streamlined call workflows and reduced wait times.
- Mentored junior agents, providing guidance on best practices for customer engagement.
- Collaborated with cross-functional teams to address product issues and enhance user experience.
- Developed training materials to improve onboarding efficiency for new hires.
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
Personal Caregiver
In Home Health Care
08.2018 - 01.2020
- Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets.
- Provided patients with transportation to and from doctor appointments.
- Improved patient outlook and daily living through compassionate care.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Maintained clean and well-organized environment for client happiness and safety.
- Recorded patient temperature, pulse and blood pressure to monitor health and well-being.
- Met with various caregivers to promote continuous professional development and implement quality treatment strategies.
- Tracked and reported clients' progress based on observations and conversations.
- Assisted patients with daily personal hygiene.
- Reported concerns to nurse supervisor to promote optimal care.
- Provided compassionate personal care to clients, ensuring comfort and dignity.
- Assisted with daily living activities, fostering independence in clients.
- Developed personalized care plans in collaboration with healthcare professionals.
- Trained and mentored new caregivers on best practices and client care techniques.
- Implemented safety protocols, enhancing overall client well-being and security.
- Communicated effectively with families regarding client progress and needs.
- Coordinated schedules and appointments to optimize care delivery efficiency.
- Maintained clean, safe, and well-organized patient environment.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Ensured client safety by closely monitoring their health conditions and promptly addressing any concerns or emergencies.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Improved client satisfaction by providing personalized care and attention to their unique needs.
- Promoted client health by assisting with daily hygiene tasks, medication administration, and regular exercise routines.
Waitress/Server
Ruby Tuesday
08.2016 - 07.2018
- Explained menu items, describing ingredients and cooking methods upon request.
- Promoted desserts, appetizers and specialty drinks to optimize sales.
- Presented menus to patrons to answer questions about offered items and make suitable recommendations.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Informed customers of daily specials and signature menu items.
- Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Cleaned tables and chairs to prepare dining area for next customers.
- Brought wine selections to tables with appropriate glasses and poured for customers.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Checked identification to verify if guests meet minimum age to legally purchase or consume alcoholic beverages.
- Delivered prompt and courteous service to enhance guest satisfaction.
- Managed multiple tables efficiently, ensuring timely order processing and delivery.
- Collaborated with kitchen staff to maintain communication for order accuracy.
- Trained new team members on service protocols and menu knowledge.
- Assisted in inventory management by monitoring stock levels and placing orders.
- Implemented upselling techniques to increase overall sales revenue.
- Resolved customer complaints promptly, maintaining a positive dining experience.
- Participated in team meetings to discuss service improvements and operational efficiency.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
Door to Door Sales
Hearts 2 heros
06.2015 - 08.2016
- Recommended merchandise to customers based on needs and preferences.
- Computed purchases and received and processed cash or credit payment.
- Built territory-specific sales plans by reviewing competitor activities and lead spending trends.
- Listened to customers to understand needs and put together optimal solutions.
- Upsold product accessories and warranties to bolster revenues on each sale.
- Achieved or surpassed sales quotas by as much as 85%.
- Door to door sales and sales agent in call center.
- Generated leads through effective door-to-door engagement, enhancing brand visibility.
- Educated potential customers on product benefits, addressing inquiries with expertise.
- Cultivated strong relationships with community members, fostering trust and loyalty.
- Conducted thorough market research to identify target demographics and optimize sales strategies.
- Trained new team members on sales techniques and customer interaction protocols.
- Developed and implemented strategic sales approaches to increase overall conversion rates.
- Analyzed customer feedback to improve service offerings and address concerns proactively.
- Coordinated promotional events to enhance community outreach and drive product awareness.
- Delivered positive experiences for potential customers with friendly demeanor even when faced with rejection or negative feedback.
- Improved territory coverage by effectively managing time, planning efficient routes, and prioritizing high-potential areas.
- Increased customer satisfaction by providing exceptional product knowledge and recommendations for various products.
- Ensured compliance with all company policies and local regulations when conducting sales activities in designated territories.
- Enhanced personal safety during door-to-door sales by adhering to established guidelines for appropriate behavior and maintaining situational awareness at all times.
Housekeeping
Willow Tree Manor
02.2014 - 10.2016
- Adhered to daily cleaning schedules and updated as needed based on demand.
- Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Reported maintenance concerns or repairs to appropriate supervisor for prompt remediation.
- Used cleaning chemicals following proper guidelines.
- Dusted and polished fixtures and cabinet hardware to maintain sparkling appearance.
- Requested maintenance orders to fix non-working equipment and address room damage.
- Assisted in training new hires on proper housekeeping techniques, ensuring consistency across the team.
- Ensured efficient room turnover with timely completion of housekeeping duties for guest arrivals.
- Coordinated with housekeeping staff to guarantee timely room availability for incoming guests.
- Assisted in maintaining facility cleanliness by completing routine housekeeping tasks during overnight shifts.
- Collaborated with housekeeping staff to ensure timely room availability and optimal cleanliness.
- Streamlined daily housekeeping tasks by creating checklists and prioritizing duties based on urgency and importance.
- Maintained a clean, safe living environment for patients by performing light housekeeping duties.
- Maintained inventory of housekeeping supplies, minimizing waste and reducing costs.
- Enhanced overall guest satisfaction by implementing efficient housekeeping procedures and maintaining high standards of cleanliness.
- Acted as a liaison between housekeeping and maintenance departments, facilitating communication for timely issue resolution.
- Resolved complaints regarding housekeeping and room service.
- Collaborated with housekeeping staff to ensure rooms were ready for incoming guests on time.
- Maintained a clean and hazard-free deck environment through diligent housekeeping tasks.
- Interacted pleasantly with clients and guests when performing daily duties.
- Swept and damp-mopped private stairways and hallways.
- Sorted and counted linens and organized in storage areas.
Education
Bachelor of Science - Business And Management
Southern New Hampshire University
Hooksett, NH10-2027
High School Diploma -
Cornerstone Christian Correspondence School
Townsend, GA02-2022
Skills
- Credit Card Payment Processing
- Report Generation
- Report Creation
- Customer Account Management
- Courteous with a Strong Service Mindset
- POS Systems and Ordering Platforms
- Responding to Difficult Customers
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Order and Refund Processing
- Upselling Products and Services
- Verbal and Written Communication
- Efficient and Detail-Oriented
- Call Documentation
- 38 wpm Typing Speed
- Data Entry
- Building Customer Trust and Loyalty
- Data Entry and Maintenance
- Customer Service
- Multitasking and Prioritization
- Transaction Processing
- Customer Data Confidentiality
- Upbeat and Positive Personality
- De-escalation Techniques
- CRM Software
- Call Center Operations
- Microsoft Office Expertise
- Retail Sales Customer Service
- Technologically Savvy
- Shipping and Receiving Understanding
- High-Energy Attitude
- Data Evaluation
- Quality Control
- Courteous Demeanor
- Sales Expertise
- Inbound and Outbound Calling
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Complaint handling
- Complaint resolution
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Team development
- Documentation
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management
- De-escalation techniques
- Technical support
- Quality control
- Live chat support
- Sales expertise
- Order fulfillment
- Account updating
- Research
- Account management
- Reading comprehension
- Spreadsheets
- Service upselling
- Office equipment proficiency
- Staff education and training
- Conflict mediation
- Proofreading
- Brand representation
- Quality assurance controls
- Escalation management
- Shipping and logistics
- Sales closing
- POS systems expert
- CRM software
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Supervised team of 35 staff members.
Certification
- Sales Manager Certificate
- Sales Essentials Certificate
Languages
English
Native or Bilingual
Spanish
Limited Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Arise Platform
12.2022 - Current
Customer Service Representative
C3i Solutions
11.2022 - 05.2024
Customer Service Representative
Humana, Everise
10.2022 - 04.2024
Call Center Agent
Publishers Clearing House
02.2020 - 09.2022
Personal Caregiver
In Home Health Care
08.2018 - 01.2020
Waitress/Server
Ruby Tuesday
08.2016 - 07.2018
Door to Door Sales
Hearts 2 heros
06.2015 - 08.2016
Housekeeping
Willow Tree Manor
02.2014 - 10.2016
Bachelor of Science - Business And Management
Southern New Hampshire University
High School Diploma -
Cornerstone Christian Correspondence School
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