Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather Erickson

Sheridan ,IL

Summary

Cheerful and upbeat results-driven professional with a proven track record of exceeding member service expectations while maintaining composure in high-pressure situations. Expertise in transforming member dissatisfaction into positive experiences through empathetic communication and targeted solutions, complemented by strong leadership and innovative problem-solving skills. Committed to optimizing operations and enhancing organizational efficiency. Organized and dependable in managing multiple priorities with a positive attitude and a willingness to embrace additional responsibilities to achieve team goals.

Overview

15
15
years of professional experience

Work History

Call Center Representative

Earthmover Credit Union
02.2021 - Current
  • Managed high call volumes while providing exceptional Member support.
  • Handled escalated calls professionally, effectively resolving complex issues.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for members.
  • Enhanced member satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to members while maintaining quality interactions.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Investigated and resolved member inquiries and complaints quickly.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours weekend, and holiday shifts.
  • Organized and detail-oriented with a strong work ethic.
  • Learned and adapted quickly to new technology and software applications.
  • Proved successful working within tight deadlines and a fast-paced environment.

Receptionist/Office Manager

Icon Psychologies
07.2019 - 01.2021
  • Scheduled patients for appointments
  • Greeted customers and visitors in-person and via telephone calls
  • Kept reception area clean and neat to give visitors positive first impression
  • Input insurance information and check eligibility
  • Call in and approve prescriptions
  • Answer patients questions and phone calls daily
  • Check in patients
  • Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving
  • Handled all incoming business and client requests for information
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel
  • Maintained computer and physical filing systems
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures
  • Maintained office supplies inventory by checking stock and ordering new supplies as needed
  • Solved problems timely and effectively, ensuring customer satisfaction
  • Kept reception area clean and neat to give visitors positive first impression.
  • Responded to inquiries from callers seeking information.
  • Confirmed appointments, communicated with clients, and updated client records.

Merchandiser

Orielly Auto Parts
08.2018 - 06.2019
  • Help answer phones for retail and commercial customers
  • Assist customers in store
  • Deliver parts to commercial customers
  • Scan and put stock away
  • Planogram updates
  • Organized appealing and engaging displays to capture customer interest and drive revenue growth
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Inspected merchandise for quality and arranged proper display location on floor.
  • Answered customer questions regarding store merchandise, department information, and pricing.
  • Monitored inventory levels and kept adequate stock in product displays on sales floor.

Early Morning Stocker

Menards
01.2015 - 05.2015
  • Stock shelves with merchandise, in the correct order
  • Organized merchandise the store received

Phone Representative/ Hostess/ Cashier

Giordano's Pizza
03.2010 - 02.2012
  • Answered phones
  • Took customers orders
  • Processed customer payments
  • Hostess duties

Education

High School Diploma -

Oswego East Highschool
Oswego, IL
4 2011

Skills

  • Planogram, Customer Service (1 year)
  • Data entry
  • Organization skills
  • Telephone skills
  • Scheduling
  • Detail oriented
  • Office management
  • Friendly nature
  • Excellent multi-tasking ability
  • Problem-solving skills
  • Customer support
  • Call center operations
  • Communicating with clients
  • Customer communications

Timeline

Call Center Representative

Earthmover Credit Union
02.2021 - Current

Receptionist/Office Manager

Icon Psychologies
07.2019 - 01.2021

Merchandiser

Orielly Auto Parts
08.2018 - 06.2019

Early Morning Stocker

Menards
01.2015 - 05.2015

Phone Representative/ Hostess/ Cashier

Giordano's Pizza
03.2010 - 02.2012

High School Diploma -

Oswego East Highschool

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