Heather HIckenbottom
hamlin
Summary
Dedicated Customer Service Representative with strong problem-solving abilities and effective communication skills. Committed to delivering exceptional customer experiences and enhancing service efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Nortera Foods
Rochester
06.2022 - Current
- Assisted customers with product inquiries and order placements.
- Resolved customer complaints through effective communication and problem-solving.
- Processed returns and exchanges according to company policies.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with team members to improve service efficiency and quality.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
Quality Assurance Lead
Nortera Foods
Brockport
01.2017 - 06.2022
- Led team training sessions on quality control procedures and best practices.
- Conducted regular audits of production processes to ensure compliance with regulations.
- Collaborated with cross-functional teams to address quality issues promptly.
- Reviewed and analyzed product specifications to confirm adherence to quality standards.
- Managed documentation of quality assurance activities and findings effectively.
- Coordinated corrective actions for non-conformance reports and follow-ups.
- Mentored junior staff on inspection techniques and quality assessment methods.
- Developed and implemented quality assurance processes to ensure product conformance to customer requirements.
- Performed annual audits and random quality inspections of plant facilities.
- Monitored compliance to specification for production at facilities.
- Calibrated programs used to evaluate precision and accuracy of production equipment.
- Implemented safety training for new hires and re-training for current employees.
- Created evaluations of training to be provided after sessions, tracking effectiveness.
- Monitored supplier performance against established standards for material inputs used in production processes.
- Made recommendations to division managers concerning facility and employee quality issues.
- Provided guidance on best practices related to testing protocols, sampling plans, statistical analysis.
Education
High School Diploma -
Greece Oylmpia
Rochester, NY06-1999
Skills
- Customer relationship management
- Order processing
- Complaint resolution
- Product knowledge
- Record maintenance
- Quality assurance
Certification
HACCP, SQF Implementation, DUPONT STOP, FIRST AID/CPR
Timeline
Customer Service Representative
Nortera Foods
06.2022 - Current
Quality Assurance Lead
Nortera Foods
01.2017 - 06.2022
High School Diploma -
Greece Oylmpia