Heather Hall
Fredericksburg,VA
Summary
Customer Service Executive experienced in analyzing customer feedback to drive service improvements. Enhanced customer satisfaction through effective problem-solving and active listening while managing diverse business relationships. Focused on leveraging strong organizational and communication skills to contribute to organizational success.
Overview
14
14
years of professional experience
Work History
Customer Service Executive-Remote
Whirlpool
Fredericksburg, VA
01.2024 - 10.2025
- Resolved 95% of customer inquiries on the first call within 6 months, utilizing strong problem-solving skills and effective communication.
- Assisted customers with appliance inquiries, troubleshooting issues to enhance resolution effectiveness.
- Resolved appliance issues for warranty customers, enhancing satisfaction.
- Built strong customer relationships through active listening and clear communication.
- Collaborated with Customer Support Associates and worked independently to address customer needs effectively.
- Tracked feedback and reported trends to management, informing strategic improvements based on customer insights.
SRC Associate-Remote
Home Care Pulse
Fredericksburg, VA
12.2021 - 08.2023
- Conducted telephone surveys with clients and caregivers to gather feedback and provide management with insights for decision-making.
- Implemented and maintained a system for tracking and analyzing client satisfaction data to identify areas for improvement and ensure high-quality service delivery.
- Collected and accurately documented client and caregiver feedback, providing actionable insights that supported improvements in care quality and staff effectiveness.
- Collaborated with diverse teams to develop engaging performance experiences that enhanced client satisfaction.
- Collaborated with diverse teams to create engaging performance experiences.
Call Center Supervisor
Glass Doctor
Fredericksburg, VA
01.2016 - 11.2021
- Supervised call center operations including product and service sales, appointment scheduling, customer service, and conflict resolution to enhance team effectiveness.
- Developed employee schedules that integrated paid time off to ensure operational coverage and staff satisfaction.
- Researched, developed, and instructed sales techniques to the inside sales staff.
- Researched and developed sales techniques, instructing inside sales staff to improve their performance and drive revenue.
- Initiated insurance claims on behalf of the customer.
Tax Pro Assistant
H&R Block
Fredericksburg, VA
01.2014 - 04.2016
- Prepared complete and accurate tax returns, enhancing client satisfaction through exceptional service.
- Assisted in developing and implementing training programs for tax professionals, elevating their skills in tax return preparation and client service.
- Implemented strategies to enhance client retention through personalized follow-up and support.
- Engaged in local marketing efforts by organizing community events and networking opportunities.
Patient Intake Specialist
Spotsylvania Emergi-Center
Fredericksburg, VA
06.2011 - 12.2014
- Checked in patients and contacted them to ensure readiness for appointments.
- Booked initial assessments, consultations, or follow-ups and coordinated with clinical staff.
- Contacted insurance payers directly or through a web portal to confirm active coverage, deductibles, co-pays, and plan limitations.
- Submitted medical documentation, clinical notes, and treatment plans to insurance companies to get formal approval before a procedure or service is provided.
- Booked initial assessments, consultations, and follow-ups while coordinating with clinical staff for seamless patient care.
Education
Bachelor of Science - Arts and Sciences in Sociology
Old Dominion University
Norfolk, VAAssociate of Science - Sciences in Sociology
Germanna Community College
Fredericksburg, VASkills
- Customer Relationship Management
- Customer Feedback Analysis
- Conflict Resolution
- Customer Interaction Techniques
- Customer Service Leadership
- Process Improvement
- Quality Assurance
- Problem solving
- MS Excel
- MS Word
- Zendesk
- Zoom
- Time management
- Verbal communication
- Active listening
- Patience
Timeline
Customer Service Executive-Remote
Whirlpool
01.2024 - 10.2025
SRC Associate-Remote
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
Patient Intake Specialist
Spotsylvania Emergi-Center
06.2011 - 12.2014
Bachelor of Science - Arts and Sciences in Sociology
Old Dominion University
Associate of Science - Sciences in Sociology
Germanna Community College