Heather Henriksen
Round Lake Beach
Summary
Professional in client service with vast expertise in addressing difficult, escalating situations in a demanding setting. Under pressure, she remains personable and professional. Skilled at staff training and establishing rapport with clients in order to achieve high levels of client satisfaction.
Overview
14
14
years of professional experience
Work History
Eaglesoft Software Support Specialist
Patterson Technologies
10.2023 - Current
- Provide technical support to dental offices using Eaglesoft software, resolving system-related issues and ensuring minimal disruption to dally operations.
- Assist clients with software installation, configuration, updates, and data migration.
- Troubleshoot and resolve software errors, system crashes, and hardware-related problems.
- Offer training and guidance to new users on utilizing Eaglesoft for scheduling, patient records, billing, and other core functions.
- Respond to customer inquiries through phone, email, and live chat in a timely and professional manner.
- Maintain detailed records of customer issues and resolutions in a ticketing system.
- Collaborate with internal teams to escalate and resolve complex technical problems.
Givenchy Client Service Representative
Inktel Contact Center Solutions
01.2023 - 07.2023
- Ensure that each customer receives exceptional service by creating a cheerful and welcoming environment, which includes greeting and thanking customers, adhering to verification standards, having excellent product knowledge, and all other areas of customer service.
- When answering the phone, taking messages, responding to consumer inquiries, and transferring calls, use correct telephone etiquette.
- Manage any customer exchanges or returns in collaboration with the E-Boutique Leadership Team.
Chat Beauty Advisor
Inktel Contact Center Solutions, Sephora
08.2022 - 01.2023
- By listening to and embracing customers' individual needs, creating a welcoming environment for them.
- During each chat contact, show off originality, passion, and knowledge of the iconic businesses.
- In all parts of the online store, recommend and sell products and services to our customers.
- Introduce company credit card and Beauty Insider to all consumers in order to assist them in understanding the value of our loyalty programs.
- Embrace the competitive attitude and generate results by helping the store meet sales targets and sharing knowledge of Sephora's policies and standards.
Teladoc Training Manager
Talent World Group
05.2021 - 07.2022
- Examines existing training programs and makes recommendations for improvements and changes to promote engagement, learning, and retention and/or to meet the changing demands of clients, organizations, or industries.
- Ensures that training materials and programs are up-to-date, correct, and efficient.
- Maintains knowledge of new training methods and techniques, as well as training requirements specific to the organization and/or industry.
- Identifies difficulties and opportunities for training improvement, such as operational changes or industry advancements.
- Collaborated with other departments to align training programs with organizational goals and objectives.
Customer Service Representative
Alight Solutions
02.2016 - 08.2017
- Answer client inquiries over various 800# lines while adhering to protocol and quality requirements.
- Complete a range of day-to-day client service transactions, such as policy endorsements, certificates, binders, cancellations, and other as-needed duties.
- Assess client requirements and give coverage recommendations.
- Provide support and service for new and renewal business, as well as communication and midterm changes, and complete any client service requests within the timeframes specified.
- Interact with consumers, clients, insurance providers, and internal sources to provide coverage information, both verbally and in writing.
Customer Care Quality Analyst
Volkswagen Credit
08.2011 - 01.2016
- Performs audits on all back-office transactions and processes to ensure adherence to compliance standards.
- Performs call monitors for Customer Service Phone Representatives and Customer Experience Consultants.
- Conducts calibrations with back office and phone teams to align with VCI and the Brand visions.
- Provides coaching, and feedback, while ensuring the guidelines and practices of the department are followed, documented, and maintained in a professional manner.
Education
High School Diploma -
Grant Community High School
Fox Lake, ILSkills
- Activity planning
- Positive reinforcement
- Written communication
- Microsoft Word
- Positive attitude
- Issue troubleshooting
- Reliability
- Analytical thinking
- Appointment scheduling
- Team leadership
- Customer relations
- Task prioritization
- Good communication
- Strong work ethic
- Willingness to learn
- Team building
Timeline
Eaglesoft Software Support Specialist
Patterson Technologies
10.2023 - Current
Givenchy Client Service Representative
Inktel Contact Center Solutions
01.2023 - 07.2023
Chat Beauty Advisor
Inktel Contact Center Solutions, Sephora
08.2022 - 01.2023
Teladoc Training Manager
Talent World Group
05.2021 - 07.2022
Customer Service Representative
Alight Solutions
02.2016 - 08.2017
Customer Care Quality Analyst
Volkswagen Credit
08.2011 - 01.2016
High School Diploma -
Grant Community High School
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