Heather Hall
Fredericksburg
Summary
Skilled Customer Service Representative with experience in resolving complex customer inquiries. Possess strong communication skills, problem-solving abilities and demonstrate high adaptability to fast-paced environments. Previous professional roles have demonstrated a consistent history of enhancing customer satisfaction and team productivity.
Communicative Customer Service Executive experienced in solving problems and building great client rapport. An enthusiastic team player. Pursuing a new position where hard work and honesty will be valued.
Overview
11
11
years of professional experience
Work History
CSR
Whirlpool
01.2024 - 10.2024
SRC Associate
Home Care Pulse
12.2021 - 08.2023
- Performed surveys over the phone with home health care recipients, their families, and caregivers across the country.
- Worked independently and with a team of Customer Support Associates supporting a customer base.
- Accurately typed customers' responses that were then passed on to their home care providers, who use it to improve the care of the individuals and the jobs of their employees.
- Implement and maintain a system for tracking and analyzing client satisfaction data to identify areas for improvement and ensure high-quality service delivery.
- Conduct data analysis to identify trends and insights from customer feedback, and present findings to management for proactive decision-making and process improvement.
Call Center Supervisor
Glass Doctor
Fredericksburg
01.2016 - 11.2021
- Supervised all activities for the call center including selling products and services, scheduling appointments, customer service, and conflict resolution.
- Developed monthly schedules for employees incorporating paid time off.
- Researched, developed, and instructed sales techniques to the inside sales staff.
- Implemented promotional incentive programs to boost morale and create an environment of friendly competition amongst representatives resulting in increased revenue.
- Client management and relationship development/cultivation with current clients while seeking new clients.
- Initiated insurance claims on behalf of the customer as needed.
- Implement and monitor performance metrics to track call center performance, including call volume, average call time, and customer satisfaction scores.
- Analyzed data and provided recommendations for improvement.
Tax Pro Assistant
H&R Block
Fredericksburg
01.2014 - 04.2016
- Prepared complete and accurate tax returns while delivering outstanding client service.
- Assisted in the development and implementation of training programs for tax professionals to improve their knowledge and skills in preparing tax returns and providing exceptional client service.
- Increased retention of all clients.
- Actively participated in local marketing.
Education
Bachelors in Arts and Sciences - Sociology
Old Dominion University
Norfolk, VA06.2025
Associates in Arts & Sciences - Sociology
Germanna Community College
Fredericksburg, VASkills
- Active Listening
- Customer Relations Management
- Time Management
- Call Scripting
- Data Entry
- Patience
- Empathy
- Conflict resolution
- CRM software
- Verbal and written communication
- Critical thinking
- Microsoft Excel
- Live chat support
- Statistical research
Timeline
CSR
Whirlpool
01.2024 - 10.2024
SRC Associate
Home Care Pulse
12.2021 - 08.2023
Call Center Supervisor
Glass Doctor
01.2016 - 11.2021
Tax Pro Assistant
H&R Block
01.2014 - 04.2016
Bachelors in Arts and Sciences - Sociology
Old Dominion University
Associates in Arts & Sciences - Sociology
Germanna Community College