Hi, I’m
Heather Durham
Clinton Township,Michigan
Summary
Obtaining a progressive position that will offer responsibility, growth, and challenge. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
28
years of professional experience
Work History
Cadillac/GM/Epitec
Agent
Current
Job overview
- Trouble shoot vehicle in apps
- Walked customer through on using built in apps in their vehicle.
Gm/Cadillac/ Epitec
Agent
07.2023 - 03.2024
Job overview
- Dealt with customer complaints, finding resolution between customer and dealership
- Sometimes working with DVM to resolve complaints
- Gave good will to customer, create cases, and dealt with bringing the Cadillac experience back to customer.
Teleperformance
Supervisor for Provisioning
02.2020 - 05.2023
Job overview
- Oversaw advisors to meet metrics and expectations of business operation goals
- Trained new coming advisors on provisioning roles, such as different call types, process, sales expectations, sqs, all metrics
- Mentored agents on staying above business expectations and ways to reach their highest potential
- Oversees and manages effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met
- Conducts bi-monthly and monthly team meetings
- Gathers and/or oversees collection of procedural and product information and documents
- Assists with call center training needs analysis and program development
- Assesses individual training needs and ensure needs are met
- Coaches’ subordinates on organizational standards and provides position training as required
- Maximizes potential of subordinates using established performance management methods and may conduct or assist in formal performance evaluations
- Uses appropriate tools to manage and report nonconformance in document control processes
- Communicates department and organizational objectives and goals to subordinates
- Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale
- Manages departmental resources through effective recruiting, delegation and organization
- Monitors team compliance to quality standards using established audit procedures and systems
- Monitors and manages absenteeism and punctuality
- Prepares payroll documentation for subordinates
- Maintains personnel files.
Concentrix
Supervisor for Provisioning
10.2018 - 01.2020
Job overview
- Oversaw advisors to meet metrics and expectations of business operation goals
- Trained new coming advisors on provisioning roles, such as different call types, process, sales expectations, sq., all metrics
- Mentored agents on staying above business expectations and ways to reach their highest potential
- Oversees and manages effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met
- Conducts bi-monthly and monthly team meetings
- Gathers and/or oversees collection of procedural and product information and documents
- Assists with call center training needs analysis and program development
- Assesses individual training needs and ensure needs are met
- Coaches’ subordinates on organizational standards and provides position training as required
- Maximizes potential of subordinates using established performance management methods and may conduct or assist in formal performance evaluations
- Uses appropriate tools to manage and report nonconformance in document control processes
- Communicates department and organizational objectives and goals to subordinates
- Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale
- Manages departmental resources through effective recruiting, delegation and organization
- Monitors team compliance to quality standards using established audit procedures and systems
- Monitors and manages absenteeism and punctuality
- Prepares payroll documentation for subordinates
- Maintains personnel files.
- Achieved results by working with staff to meet established targets.
- Conducted regular reviews of operations and identified areas for improvement.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Collected, arranged, and input information into database system.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Led major initiatives within the department that drove innovation or addressed critical business challenges.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained database systems to track and analyze operational data.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Developed and implemented customer service policies to enhance satisfaction.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Boosted team performance by developing customer service training materials and conducting service training.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Applied effective time management techniques to meet tight deadlines.
- Resolved problems, improved operations and provided exceptional service.
OnStar
Sales Agent
05.2018 - 10.2018
Job overview
- Sold packages for second owner vehicles for OnStar.
- Also worked in BBWC Sales, which is new owner vehicles and sold OnStar.
- Worked in retention department also to save members from canceling.
- was trained in all three departments for OnStar and was above all metrics each month.
Office Sales Argo World ENT.
Manager
01.2000 - 01.2006
Job overview
- Handle all calls, inventory, employees pay and schedule
- Advertisement, hunting expo
- Sold merchandise, open and closed store
- Sent inventory to different stores
- Meetings, handle complaints
- Handle all 12 other dealerships in the Midwest.
Office Sales Argo World Ent.
Manager
01.1998 - 01.2000
Job overview
- Handle all calls, inventory, employees pay and schedule
- Advertisement, hunting expo
- Sold merchandise, open and closed store.
St. Mary's Hospital
Communications Specialist
06.1996 - 01.1998
Job overview
- Answer phones, direct people, mail, hooking up phone systems.
Education
DeVry University-Chicago/O'Hare, Chicago, IL
Bachelor’s Business Administration from Business Administration And Management
03.2024
Skills
- Word Processing
- Slight knowledge of Excel
- Advertising
- Inventory Control
- Payroll
- Retail Management
- Data Entry
- Marketing
- Management
- Training
- Problem solving
- Inventory
- Administrative Experience
- Document Management
- Office Management
- Performance Management
- Siebel
- Nice Engage
- Workforce
- Program Development
- Quality Assurance
- Recruiting
- Microsoft Word
- Microsoft Excel
- Microsoft Office
- Microsoft PowerPoint
- Mentoring
- Interviewing
- GAA
- Advisor Work Bench
- Schedule Management
- Positive Attitude
- Organizational Skills
- Relationship Building
- Documenting information
- Call Management
- Sales closing
- Customer service and care
- Report creation
- Sales strategy development
- Customer Complaint Resolution
- Problem-Solving
- Technical Support
- Problem-solving skills
- Ensuring customer satisfaction
- Critical Thinking
- Goal-oriented mindset
- Sales Dedication
- Multitasking Abilities
- Self Motivation
- Effective Communication
- Teamwork and Collaboration
- Written Communication
Accomplishments
- Supervised team of 21 staff members.
- Achieved number 1 sales team through effectively helping with coaching and leading sales agents.
Awards
- Supervisor of year award of all lines, 2021
- Unsung hero award, 2020
- G2H top supervisor of enterprise, 2022
- Took 2nd place in sales line in enterprise for sales., HT2 SALES CLUB October 2022
- Top Sales Supervisor, HT2 Sales CLUB November 2022
- Top Sales Supervisor, HT2 SALES Club January 2023
- Top Sales Supervisor, HT2 SALES CLUB February 2023
- Top Sales Supervisor, HT2 SALES CLUB March 2023
- Top Sales Supervisor, HT2 SALES CLUB April 2023
Timeline
Agent
Cadillac/GM/Epitec
Current
Agent
Gm/Cadillac/ Epitec
07.2023 - 03.2024
Supervisor for Provisioning
Teleperformance
02.2020 - 05.2023
Supervisor for Provisioning
Concentrix
10.2018 - 01.2020
Sales Agent
OnStar
05.2018 - 10.2018
Manager
Office Sales Argo World ENT.
01.2000 - 01.2006
Manager
Office Sales Argo World Ent.
01.1998 - 01.2000
Communications Specialist
St. Mary's Hospital
06.1996 - 01.1998
DeVry University-Chicago/O'Hare
Bachelor’s Business Administration from Business Administration And Management
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