Heather Cross

• Reviewing Orders for accuracy, several hundred per day
• Planning routes for maximum efficiency and quality customer service
• Solving customer problems related to delivery issues caused by weather, travel, and other variables
• Established long-term relationships with clients, resulting in increased repeat business.
• Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
• Reduced client complaints by implementing a more effective customer service strategy.
• Delivered packages to customer doorsteps and business offices.
• Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
• Maintained upbeat, positive attitude in busy, customer-focused environment.
• Completed on-time deliveries by choosing best and most efficient routes.
• Managed customer inquiries and complaints in polite and professional manner.
• Successfully avoided time delivery delays by carefully planning best routes.
• Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.

Provided one-on-one tutoring to five elementary and seven middle school students in Language Arts and Mathematics

• Developed and implemented individualized lesson plans for each client
• Assisted and guided students and parents through testing preparation
• Developed individualized plans to overcome or work with various learning difficulties
• Supported students with helpful study habits and exam strategies.
• Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
• Provided homework assistance using specific curriculum and materials.

• Performed all new hiring, scheduling, and terminations
• Worked to recruit and schedule non-profit organizations for fundraising opportunities
• Employee benefits and payroll administration
• Performed evaluations and development plans
• Trained new hires in customer service, food handling and health and safety
• Completed bi-weekly payroll for 300+ employees.
• Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
• Entered data, generated reports, and produced tracking documents.
• Assisted in recruitment efforts by coordinating interviews and managing onboarding activities for new hires.
• Monitored front areas so that questions could be promptly addressed.
• Developed comprehensive training materials for new staff, leading to quicker onboarding and higher initial productivity levels.
• Worked flexible hours across night, weekend, and holiday shifts.

• Managed Health and safety operations for up to 140 residences
• Continuously led inspections to ensure compliance with OSHA and JCAHO guidelines
• Managed multiple HRIS databases, led training on KRONOS and PeopleSoft
• Supervised primary office operations, human resources, and payroll departments including compensation negotiation, employment contracts, and benefits administration
• Implemented troubleshooting, root cause analysis and issue resolution.
• Ensured compliance with industry regulations, keeping accurate records and managing audits as required.
• Led successful projects from conception to completion, achieving objectives on time and within budget constraints.
• Negotiated contracts with vendors, securing competitive pricing for goods and services.
• Contributed to the development of departmental policies and procedures ensuring consistency across the organization.
• Boosted productivity by establishing effective communication channels between departments.
• Enhanced customer satisfaction by resolving issues in a timely manner and providing exceptional support.
• Improved employee performance by implementing training programs and conducting regular performance reviews.
• Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Interacted well with customers to build connections and nurture relationships.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.

• Managed business office operations including accounts payable, receivable, human resources, payroll, benefits design/implementation, and new hires
• Responsible for resident banking, monthly opening and closing accounting, and insurance verifications
• Created and maintained employee records and documents, ensuring compliance with all relevant laws and regulations
• Led employee training sessions on a variety of topics, including diversity and inclusion, employee development, harassment prevention, and team-building
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Contributed to a successful annual audit by preparing thorough documentation in accordance with regulatory requirements.
• Updated reports, managed accounts, and generated reports for company database.
• Safeguarded sensitive company information by establishing comprehensive data security protocols that complied with industry best practices.
• Ensured compliance with company policies and industry regulations through regular audits and process updates.
• Coordinated staff schedules, adjusting workloads to maximize productivity and meet deadlines.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Negotiated contracts with vendors, securing cost-effective services and supplies for office.
• Enhanced data security measures, safeguarding sensitive information against potential breaches and ensuring compliance with privacy laws.
• Coordinated with IT department to resolve technical issues swiftly, minimizing downtime and maintaining operational continuity.