Heather Dabney
Roundup,MT
Summary
Dependable professional with several years of helpdesk experience. Successfully assists end-users with complex technical issues. Strong work ethic, adaptability, and exceptional interpersonal skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Product Specialist/Design Lead
DripWorks, Inc
Willits, California
03.2020 - 08.2024
- Empowered customer service representatives with the necessary skills and expertise by providing comprehensive product training.
- Participated in trade shows and sales trips to showcase products, build relationships with vendors.
- Worked closely with marketing teams, ensuring seamless coordination of advertising campaigns for specific products.
- Analyzed customer feedback to improve product design and performance.
- Delivered prompt and effective technical support to clients facing challenges with their purchases.
- Researched industry trends and technology advancements to inform product development efforts.
- Continued performing all duties outlined from the previous position held at DripWorks.
- Collaborated with customers as Lead Designer to create efficient, high-quality irrigation systems for home gardens, landscapes, and farming operations
Call Center Lead
DripWorks, Inc
Willits, California
02.2019 - 03.2021
- Identified areas where additional training was needed among staff members in order to better equip them for success.
- Actively sought out new ways to increase efficiency within the call center environment through technology updates or process changes.
- Participated in special projects assigned by upper management as needed.
- Analyzed trends in customer feedback data to identify areas of improvement within the call center environment.
- Organized daily work schedules for a team of 10-15 call center agents.
- Resolved escalated customer complaints and disputes over the phone or via email.
- Provided training to new call center agents on the phone system, customer service protocols and procedures.
- Provided coaching and mentoring sessions to help employees improve their skillsets and reach their professional goals.
- Worked closely with senior management to develop strategies for improving customer satisfaction ratings.
Education
Associate of Science - Business Accounting
Mendocino College
Ukiah, CA05-2022
Skills
- Product Demonstrations
- Product Documentation
- Customer Engagement
- Product Training
- SmartDraw
- Adobe Illustrator
- Microsoft Office
- Excel
- CRM
Certification
- Certified Irrigation Technician with the Irrigation Association
References
References available upon request.
Timeline
Product Specialist/Design Lead
DripWorks, Inc
03.2020 - 08.2024
Call Center Lead
DripWorks, Inc
02.2019 - 03.2021
Associate of Science - Business Accounting
Mendocino College
- Certified Irrigation Technician with the Irrigation Association
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