Heather Desrosiers

Contact center rep III Tech support 2015-current

• Assisted in training new hires and cross training agents.
• Maintained friendly and professional customer interactions.
• Educated customers about bill pay and zelle payments.
• Cross trained with SBB to combat high call volume and enhancing overall productivity.
• Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
• Worked effectively in fast-paced environments.
• Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
• Managed high call volume while remaining focused on delivering excellent customer experiences.
• Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
• Exceeded performance metrics by consistently maintaining high-quality interactions with customers.

Contact Center Rep I Sep 2014-2015

• Presented products and services to customers using in-depth knowledge to answer questions.
• Opened new accounts and made changes to existing accounts.
• Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
• Maintained up-to-date knowledge of product and service changes.

• Answered questions about company offerings with knowledgeable responses about products and services.
• Exceeded monthly sales targets consistently by implementing strategic selling techniques.
• Assisted call-in customers with questions and orders.

• Helped maintain compliance with OSHA regulations regarding fire safety measures onsite.
• Performed daily equipment checks, ensuring that all necessary firefighting tools were readily available when needed.
• Played an active role in maintaining site security by monitoring access points and verifying visitor credentials as needed during shifts as Fire Watcher.

• Monitored guests and enforced rules, maintaining safety for visitors and staff.
• Delivered information and details of interest about facility to visitors.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.