Heather Campbell
Sanford,NC
Summary
Personable and dedicated customer service representative with extensive experience in 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.
Resourceful Customer Support Advisor recognized for high productivity and efficient task completion. Possess strong problem-solving, conflict resolution, and communication skills. Excel in fast-paced environments using active listening, empathy, and patience to enhance customer satisfaction and loyalty.
Skilled in navigating complex technical environments with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and hardware. Improved help desk response times and user experience through proactive support and training initiatives.
Dependable professional with several years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Overview
14
14
years of professional experience
Work History
Customer Support Advisor
Concentrix Inc
Tampa, Florida
11.2021 - Current
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Provided training and guidance to new team members on best practices for responding to customers.
- Collected, analyzed and reported on data for use in operational planning.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Escalated unresolved issues or complaints to the appropriate department when necessary.
- Collaborated with other departments to resolve complex customer requests or complaints.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Resolved customer complaints in a professional manner to ensure customer satisfaction.
- Escalated calls to solve problems and drive customer satisfaction.
- Ensured compliance with company policies when handling sensitive information from customers.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Processed customer account changes with proprietary software.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Maintained positive working relationship with fellow staff and management.
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Maintained and exceeded performance and quality standards, meeting customer support objectives.
- Maintained records of customer interactions and transactions, recording details of inquiries, comments and complaints.
Customer Support Advisor
Amazon
Seattle, Washington
08.2016 - 06.2020
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Escalated unresolved issues or complaints to the appropriate department when necessary.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Ensured compliance with company policies when handling sensitive information from customers.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Processed customer account changes with proprietary software.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Maintained positive working relationship with fellow staff and management.
- Implemented customer feedback mechanisms to improve service quality and efficiency.
- Performed regular follow-ups with customers after their inquiries had been resolved.
- Troubleshot customer issues using remote access software tools.
- Communicated effectively with both internal teams and external customers via phone, email, chat.
- Developed relationships with customers through friendly greetings and excellent service.
- Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
Group Sales Manager
Myrtle Beach Resort Vacations
Myrtle Beach, South Carolina
05.2011 - 09.2015
- Developed and implemented successful sales strategies to increase group sales.
- Collaborated with other departments to ensure smooth operations of group sales events.
- Ensured compliance with company policies and procedures related to group sales operations.
- Developed and implemented sales action plans to achieve goals and stay under budget.
- Developed and implemented strategies to increase customer satisfaction and sales growth.
- Directed and coordinated products, services and sales activities.
- Performed administrative tasks such as creating contracts, invoices, purchase orders.
- Maintained accurate records of all transactions related to group sales activities.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
- Evaluated and selected prospective accounts to increase business and revenue.
- Recruited, hired, trained, mentored, evaluated performance of team members in the department.
- Managed customer relationships with corporate clients and travel agents to maximize revenue potential.
- Provided support during large-scale events such as conventions, conferences, or trade shows.
- Resolved customer complaints quickly and professionally while adhering to company standards.
- Resolved customer complaints regarding sales and service.
- Coordinated with marketing department to create promotional materials for targeted groups.
- Engaged in outbound calls and emails as needed to promote products or services.
- Identified needs of customers promptly and efficiently.
- Recognized by management for providing exceptional customer service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
Some College (No Degree) -
Central Carolina Community College
Sanford, NCSkills
- Call handling
- CRM software
- Complaint handling
- Software troubleshooting
- Organization and recordkeeping
- Inbound call answering
- Report generation
- Customer service excellence
- Computer maintenance
- Service desk support
- Application support
- Cybersecurity principles
- Staff education and training
- Computer diagnostics
- Online chat support
- Remote support
- System maintenance
- Troubleshooting network issues
- Highly professional
- Active listening
- Resolve technical problems
- Interpersonal communication
- System configuration
- Equipment Repair
- Technical issues analysis
- System testing
- Problem-solving
- Customer needs assessment
- Incoming call management
- Problem-solving aptitude
- Diagnostic testing
- Data privacy regulations
- Mobile device management
Timeline
Customer Support Advisor
Concentrix Inc
11.2021 - Current
Customer Support Advisor
Amazon
08.2016 - 06.2020
Group Sales Manager
Myrtle Beach Resort Vacations
05.2011 - 09.2015
Some College (No Degree) -
Central Carolina Community College