Summary
Overview
Work History
Education
Skills
Timeline
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Heather Harper

Customer Support Lead
Henderson,NV

Summary

Reliable Work From Home Customer Service Agent known for providing consistent availability and top performance metrics. Comfortable applying scenario-driven responses or personally-researched resolutions. Talented at reaching mutually beneficial outcomes even during stressful customer service interactions.

Overview

13
13
years of professional experience
1
1
year of post-secondary education

Work History

Customer Support Supervisor

2K Vegas
Las Vegas, Nevada
07.2018 - Current
  • Maintained customer satisfaction using forward-thinking strategies, focusing on addressing customer needs and alerting development of software concerns
  • Paved the road for implicating Live Chat and assisted management with procedures and training for Vendor teams
  • Developed numerous poor performers who have or are currently in a position for promotion
  • Consistently at the highest level amongst all peers, surpassing the company's goals, both in CSAT and ticket volume
  • Trained multiple groups of 10 internal department peers, establishing a new hybrid role, combining the best of Customer Support and Quality Management
  • Saved company money by rooting out fraudulent claims and accounts for development team
  • Raised team's CSAT goal from 65% to a successful goal of 85% in 6 months
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Liaised with sales, marketing and management teams to develop solutions, new ideas and accomplish shared objectives.
  • Wrote and submitted comprehensive bug reports, providing details on factors such as ease of replication, severity and other metrics.
  • Provided subjective feedback to shape game development by applying personal and third-party taste profiles.
  • Used debugging techniques to identify issues with computer code and resolve errors.

Night Audit / Assistant Manager

Hosteling International
San Diego, California
03.2016 - 07.2017
  • Served as security for guest ensuring no unregistered persons entered
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Reviewed audits and reconciled nightly sales transactions by balancing cash registers and reporting discrepancies.
  • Received and transferred incoming phone calls via switchboard.
  • Acted as manager on duty during overnight shift 5 times per week.
  • Guided groups of up to 20 people on tours of various San Diego attractions.

Third Key Holder

Kay Jewelers
Plano, TX
05.2009 - 04.2012
  • Prepared and hosted 200+ customers for gemstone events throughout the year, inviting my regular customer base and calling 100 people per day, weeks prior to events.
  • Collected end of day reports and processed night deposits
  • Developed relationships, establishing a regular client base
  • Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
  • Increased sales and customer satisfaction through personalized servicing.
  • Worked with other sales associates to deliver excellent customer service and cut wait times at registers.
  • Effectively located merchandise across various stores to address customer needs.
  • Upsold warranties and purchase add-ons to customers to drive sales revenues and achieve sales goals.
  • Asked open-ended questions to determine exactly what customers required, available budgets and target recipient for each purchase.

Barista Trainer

Starbucks
Allen, TX
07.2006 - 11.2008
  • Demonstrated exceptional multitasking skills to ensure excellent customer service while preparing drinks
  • Modeled supportive teamwork by cooperating with and assisting co-workers when needed
  • Conducted samplings of popular blends, promoting sales opportunities
  • Ensure cleanliness and sanitization of work areas
  • Greeted and served an average of 200+ customers daily, providing prompt, personalized, and friendly service in a fast-paced environment
  • Memorized standard drink menu recipes and custom order preferences for regular customers establishing a rapport to increase brand loyalty
  • Customized training strategies based on individual barista knowledge, experience and strengths.
  • Learned new drinks and procedures first, and instructed all team members on how to properly complete each.

Assistant Manager in Training

Extreme Scuba
Sachse, TX
01.2004 - 06.2006
  • Implemented a barcoding system to monitor and process stock into a inventory management system.
  • Scheduled external companies to resupply store with necessities such as air tank refills and stock
  • Maintained and checked diving equipment for functionality and safety.
  • Reviewed all emergency procedures before each dive and followed safety protocols to protect team members.
  • Maintained full understanding of dive plan and asked appropriate questions to iron out any confusing details, consistently upholding safety, efficiency and project standards.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Conducted research, gathered information from multiple sources and presented results and budget for store guided scuba trips and classes

Education

Associate of Arts - Computer Science

Collin County Community College District
Plano, TX
12.2020 - Current

Skills

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Timeline

Associate of Arts - Computer Science

Collin County Community College District
12.2020 - Current

Customer Support Supervisor

2K Vegas
07.2018 - Current

Night Audit / Assistant Manager

Hosteling International
03.2016 - 07.2017

Third Key Holder

Kay Jewelers
05.2009 - 04.2012

Barista Trainer

Starbucks
07.2006 - 11.2008

Assistant Manager in Training

Extreme Scuba
01.2004 - 06.2006

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Heather HarperCustomer Support Lead