Heather Heaps
Everett,WA
Summary
A result-driven and customer-oriented professional boasting of more than 25 years experience in customer service, 12 years in call center and more than 8 years in management. Outstanding experience in creating lasting relationships with customers, colleagues and management geared towards achieving organizational goals. Recognized for high level of commitment that exceeds the call of duty and ability to learn fast and conquer challenges. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects.
Overview
19
19
years of professional experience
Work History
Dispatcher
SCI
03.2020 - Current
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Directed dispatching, routing, and tracking of 15 fleet vehicles.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Generated reports to track deliveries and maintain proper records and documentation.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
Sales Assistant
Purdy and Walter, Floral Hills Funeral home and Cemetery
11.2017 - 05.2020
- Performs clerical and administrative duties in accordance with procedures and policy
- Receives, verifies, enters and processes records and reports into computer tracking systems
- Maintains public disclosure tracking log, documentation, and statistics to substantiate compliance with State regulations and rules and internal policies
- Creates and manages processes and systems to maintain official records in all formats
- Maintains and enforces confidentiality of work-related issues, client records, and City information
GES Senior Escalation Analyst
Microsoft, TEKsystems
04.2016 - 10.2017
- Providing CPE insights on process/policy breakpoints and agent handling as the Lead Analyst ofthe GES Billing Team through surveyed case review
- Providing feedback on breakpoints and advising agents on proper case handing procedures andcustomer commitments
- Performing extended investigations of top drivers or individual agent handling for processimprovements and increased CPE
- Reviewing and assisting in escalating customer interactions to provide full product solutions forhigher customer satisfaction
- Specialized in Technical Xbox cases, in addition to, Account Recovery and Billing inquiries for all
- Microsoft lines of business
- Assisting with the product launches for Windows 10 and Terms of Use Update in the Global
- Escalations organization
Consumer Service Representative
Efinancial
12.2015 - 04.2016
- Providing high-end customer service and sales to increase repeat and referral business, as well as,customer satisfaction
- Consistently providing a high call turnaround of over 200 calls while maintaining positiverelationship with customers
- Ensuring adherence to strict security standards of customer PII while assisting in end-to-end salesof life insurance policies
- Providing full product solutions for higher customer satisfaction
Customer Service Representative
Worldmark by
10.2008 - 12.2015
- Assisting business owners and executives with booking vacations through Worldmark resorts
- Worldwide
- Working closely with resort staff to quickly address and resolve booking issues within companyguidelines
- Maintaining overall adherence to booking process and policy
- Training, coaching, and mentoring new Wyndham employees on company procedures
- Performing all projects and tasks assigned by management within estimated timelines
Lead Manager
Children's Bookshop
01.2005 - 10.2008
- Effective supervising teams of over ten employees
- Providing feedback and handled sensitive management decisions involving hiring employees and ending contracts with workers not meeting company standards
- Responsibilities for surrounding new product planning and contracts with vendors
- Handling store banking, employee time cards, and assisted in organization and planning of large community events.
- Defined clear targets and objectives and communicated to other team members
Education
BBA -
Southern Utah University
Cedar City, UT06.2008
Cosmetology - Beautician
Lake Washington Voc Tec
Kirkland, WA06.1993
Skills
- Communication Skills Time Management Strong Work Ethic
- Effective Decision-Making Customer Service Self-Motivated
- Attention to Detail Result Oriented Loyal work ethic
- Staff Development Analytical Thinker Competitive
- Dispatching Field Personnel
- Customer File Maintenance
- Team Guidance and Direction
- Emergency Call Response
- Digital Dispatch
Timeline
Dispatcher
SCI
03.2020 - Current
Sales Assistant
Purdy and Walter, Floral Hills Funeral home and Cemetery
11.2017 - 05.2020
GES Senior Escalation Analyst
Microsoft, TEKsystems
04.2016 - 10.2017
Consumer Service Representative
Efinancial
12.2015 - 04.2016
Customer Service Representative
Worldmark by
10.2008 - 12.2015
Lead Manager
Children's Bookshop
01.2005 - 10.2008
BBA -
Southern Utah University
Cosmetology - Beautician
Lake Washington Voc Tec
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