Heather Brimer
Summary
Dependable employee seeking opportunity to expand skills and contribute to company success with my 17 years of experience providing excellent, accurate and empathetic support to a wide range of customers. Considered hardworking, ethical and detail-oriented.
Overview
17
17
years of professional experience
Work History
Remote | Team Lead
Streamlined Communications
04.2020 - Current
- Manage and drive the day-to-day support, process, and methodology needed from the US Operations team
- Fast-paced scheduling of events
- Project management for web events
- Coordinating with team members to ensure they have successful events
- Meet with clients and partners on a weekly basis to review service level along with any technical and/or operator or software issues. Go over resolution and prevention options.
- Conflict resolution and problem solving
- Word, Excel, Outlook, Airtable, Google Docs, Slack and Teams utilized daily.
- Coached team members in techniques necessary to complete job tasks.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Call Center Customer Service Representative/Customer Service Manager
Southern Fibernet
06.2016 - 04.2020
- Managed Client Records
- Technical ticket response
- General Admin Tasks and Data Entry via Microsoft applications
- Assisted customers with a warm and professional attitude over the phone as well as via email and chats
- General monthly and daily billing and billing corrections
- Online orders and payment transactions
- Conflict resolution and problem solving when something has gone wrong with billing or services.
Senior Lead Event Specialist
West Corp
03.2011 - 04.2014
- Flawless Call Execution
- Moderate and manage audio conference calls; call setup to specifications of event, gathering information based on reservation specifications, technical support for help requests, opening and introductions to the call, moderate Q&A sessions
- Read safe harbor language and custom scripting as key voice talent
- Answer incoming lines, assist attendees with questions and ensure superior client satisfaction through excellent customer service
- Connect attendees to their conference call
- Customer Service
- Data Entry (Excel, Word, & Outlook)
- Type 40-50 WPM
Front Desk Clerk
Country Inn & Suites
09.2006 - 02.2010
- Produced various documents with Word, Excel, and PowerPoint
- Maintained records in hotel's computer system
- Created reservations for clients
- Kept A/R up to date
- Created custom reports as needed
- Prepared reports at various intervals
- Tracked client's service charges and handled customer billing
- Checked client's in and out
- Created staffing schedules
- Operated hotel switch board
- Directed calls to appropriate destination
- Helped keep the workspace neat and tidy.
Education
High School Diploma -
Newnan High School
Newnan, GA05.2005
Skills
- Microsoft programs, (ie, Outlook, Excel, & Word)
- Scheduling and Team management
- Email Etiquette
- Time Management
- Critical thinking
- Office applications ( Slack, Airtable, Teams)
- Office Equipment Proficiency
- Reading Comprehension
- Professional Telephone Demeanor
- Call Center Operations
- Scheduling
- Complaint Resolution
- Time management
- Creative thinking
- Active listening
- Data Entry
- Call Management
- Proofreading
- Client Relations
- Technical Support
Timeline
Remote | Team Lead
Streamlined Communications
04.2020 - Current
Call Center Customer Service Representative/Customer Service Manager
Southern Fibernet
06.2016 - 04.2020
Senior Lead Event Specialist
West Corp
03.2011 - 04.2014
Front Desk Clerk
Country Inn & Suites
09.2006 - 02.2010
High School Diploma -
Newnan High School
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