Heather Hanna
South Bend,IN
Summary
Motivated Small Business Owner with proven record of success managing daily operations of business. Versed in monitoring day-to-day operations, reviewing sales reports and hiring and training top talent. Charismatic leader focused on generating repeat business.
Overview
32
32
years of professional experience
1995
1995
years of post-secondary education
Work History
Small Business Owner
TEC Solutions
South Bend, IN
10.2022 - Current
- Developed marketing strategies to attract new customers and increase visibility.
- Managed daily operations to ensure smooth business functioning.
- Trained and mentored staff to enhance customer service skills and efficiency.
- Analyzed market trends to identify opportunities for product expansion and improvement.
- Oversaw daily operations of small business including customer service and financial management.
- Photographed products for sale and posted pictures online to increase visibility and showcase current product availability.
- Monitored customer feedback and implemented changes based on their suggestions.
- Set pricing structures according to market analytics and emerging trends.
- Established partnerships with other businesses in related industries for mutual benefit.
- Researched similar businesses to determine competitive advantages.
- Created budgets and monitored expenses to stay within budget limits.
- Ensured compliance with applicable laws and regulations while running the business.
- Trained, coached and mentored employees to facilitate safety and consistent quality of work.
- Managed staff recruitment, hiring, training, and development.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Maintained accurate and complete records of all business transactions and interactions.
- Oversaw financial planning, budgeting, and expense management for sustainable growth.
Customer Care Representative
Zimmer Biomet Inc, Building A
Warsaw, IN
10.2016 - 10.2021
- Provided exceptional customer support for medical device inquiries and product information.
- Resolved customer complaints quickly and professionally to ensure satisfaction.
- Assisted with order processing and tracking to streamline fulfillment activities.
- Collaborated with cross-functional teams to address service issues effectively.
- Maintained accurate records of customer interactions in the CRM system.
- Provided accurate, valid, and complete information to customers.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Supported customers to maintain positive relationships throughout and following sales processes.
- Processed orders accurately and efficiently according to established procedures.
- Educated customers where applicable to alleviate need for future contact.
Customer Service Representative
RCI
Indianapolis, IN
10.2011 - 10.2015
- Assisted customers by answering inquiries and providing product information.
- Processed orders efficiently using company software and systems.
- Resolved customer complaints through effective communication and problem-solving skills.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Collected deposits or payments and arranged for billing.
Customer Service Representative
Safe-way Door
Warsaw, IN
10.2000 - 08.2004
- Processed orders efficiently using company software and systems.
- Resolved customer complaints through effective communication and problem-solving skills.
- Collaborated with team members to ensure timely order fulfillment and delivery.
- Followed company policies to handle returns and exchanges smoothly.
- Supported training of new staff on customer service protocols and procedures.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Contacted customers about potential service upgrades, new services and account changes.
Assistant Manager
Baskin Robbins Ice Cream Catering
Warsaw, IN
10.1998 - 10.2000
- Supervised daily operations of ice cream catering events and staff activities.
- Trained and mentored new team members on service procedures and product knowledge.
- Managed inventory levels to ensure product availability for catering services.
- Ensured compliance with health and safety standards during food preparation and service.
- Assisted in resolving customer inquiries and complaints to maintain satisfaction levels.
- Supervised daily operations including scheduling shifts, assigning duties.
- Maintained up-to-date knowledge of company products and services.
- Collaborated with management on developing strategic plans for achieving business goals.
- Maintained accurate records of sales transactions using point-of-sale systems.
Data Entry Administrator
ATA Airlines
Indianapolis, Indiana
09.1993 - 10.1998
- Maintained accurate data entry for passenger information and flight schedules.
- Processed and updated records in company database systems efficiently.
- Reviewed incoming data for accuracy and completeness before entry.
- Ensured compliance with company policies during data handling tasks.
- Conducted regular audits of databases to maintain data integrity.
- Supported management in preparing reports by gathering necessary information.
- Checked completed work for errors or duplicate information before submission.
- Entered large volumes of information into spreadsheets quickly and accurately.
- Researched and updated customer records in database system.
- Inputted data into various software programs accurately and efficiently.
Education
Business
Ivy Tech Community College of Indiana
Indianapolis, IN 01.2013 - 10.2015
Warsaw Community High School
Warsaw , INSkills
- Marketing strategy
- Financial management
- Customer service
- Data analysis
- Cost control and analysis
- New business launch
- Business management and development
- Planning and execution
- Human resources administration
- Budget management
- ISO compliance
- Reporting and documentation
- Small business operations
Timeline
Small Business Owner
TEC Solutions
10.2022 - Current
Customer Care Representative
Zimmer Biomet Inc, Building A
10.2016 - 10.2021
Business
Ivy Tech Community College of Indiana
01.2013 - 10.2015
Customer Service Representative
RCI
10.2011 - 10.2015
Customer Service Representative
Safe-way Door
10.2000 - 08.2004
Assistant Manager
Baskin Robbins Ice Cream Catering
10.1998 - 10.2000
Data Entry Administrator
ATA Airlines
09.1993 - 10.1998
Warsaw Community High School