HEATHER CLENDENIN
Jonesville,NC
Summary
Customer service professional skilled in active listening, conflict resolution, and empathetic communication. Proficient in using customer relationship management (CRM) software such as Salesforce and Zendesk to manage customer interactions and data. Experienced in handling customer inquiries, resolving issues, and exceeding customer expectations. Strong problem-solving and time management abilities, coupled with the use of communication tools like email, chat, and phone systems, to ensure customer satisfaction. Seeking opportunities to apply these skills and tools to deliver exceptional service.
Overview
11
11
years of professional experience
Work History
Project Support Professional
Lowe's Corporate
02.2024 - Current
- Handle a high volume of inbound calls (50+) from customers, stores, and service providers, offering real-time support for installation projects while simultaneously managing outbound tasks to update stakeholders and gather critical project information and maintaining a 95% customer satisfaction rate
- Coordinate initial contact between customers and service providers, verifying project scope and ensuring alignment on expectations, while also arranging product deliveries with stores to guarantee on-time project commencement
- Oversee project scheduling within service level agreements, confirming arrangements with customers and meticulously documenting all interactions in the Installation Management System, myRedVest, and Salesforce platforms
- Manage and resolve post-completion work order issues, including assessing related costs and potential charge-backs to service providers or vendors, while ensuring all required compliance documents for permits and Lead Safe Practices are properly uploaded and maintained
- Drive results by consistently meeting performance goals, adapting to process enhancements in a fast-paced environment, and fostering effective relationships with team members through clear communication and active participation in developmental meetings and training sessions
Client Material Specialist
PVH Corp
03.2014 - 02.2024
- Manages unloading and loading of truck containers, ensuring timely delivery and preserving product quality for customer orders
- Consistently meets shipment deadlines, contributing to a remarkable on-time delivery rate, directly impacting customer satisfaction
- Examines retail product shipment packages, upholding a 99% defect-free rate to maintain high-quality standards for customer satisfaction
- Actively assists other departments as needed, fostering a productive work environment, and demonstrating dedication to fulfilling customer demands
Customer Support Representative
Dollar General Store
09.2019 - 05.2022
- Proficiently operated cashier drawers, managed and reconciled 50+ daily financial transactions to internal and external store reports, maintaining accuracy and ensuring financial integrity
- Consistently reported daily monetary transaction variances to supervisor, which led to the identification and resolution of discrepancies, preventing revenue loss and contributing to a 5% increase in store profitability
- Actively assisted with monthly inventory processing, improving inventory accuracy by 15% and reducing instances of overstock and understock
- Successfully recovered defective merchandise for manufacturer reimbursement claims, enhancing customer satisfaction and minimizing financial loss
Education
High School Diploma -
East Wilkes High School
Ronda, NCAssociate's Degree - Administration
Surry Community College
10.2024
Skills
- Customer Relationship Management (CRM)
- Customer Service
- Product Knowledge
- Active Listening
- Problem-solving
- Conflict Resolution
- Empathy
- Team Leadership and Collaboration
- Multichannel Support
- Adaptability
- Quality Assurance
- Data Analysis
- Sales
- Cross-selling & Upselling
- Customer Support
- Technology Proficiency
- Training & Development
- Call Center
- Chat & Email Support
- Salesforce
- Hubspot
- Zendesk
- LiveChat
- Freshdesk
- MS Dynamics 365
- MS Office Suite (Word, Excel, Outlook)
- MS Teams
- Slack
- Google Workspace
- Analytical Thinking
- Attention to Detail
- Organizational Skills
- Accuracy
- Communication
Timeline
Project Support Professional
Lowe's Corporate
02.2024 - Current
Customer Support Representative
Dollar General Store
09.2019 - 05.2022
Client Material Specialist
PVH Corp
03.2014 - 02.2024
High School Diploma -
East Wilkes High School
Associate's Degree - Administration
Surry Community College
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