Summary
Overview
Work History
Education
Skills
Certification
Work Preference
Work Availability
Timeline
Hi, I’m

Heather Jackson

Mansfield,TX
Heather Jackson

Summary

Customer service professional with experience resolving complex issues efficiently and effectively. Skilled in conflict resolution, communication, and problem-solving, with strong emphasis on teamwork and adaptability. Known for reliability and results-driven approach, consistently meeting and exceeding expectations in fast-paced environments.

Overview

22
years of professional experience
1
Certification

Work History

Walmart Stores

Customer Resolution Specialist II- Remote
09.2021 - 12.2023

Job overview

  • Managed a high volume of customer inquiries, resulting in timely resolutions and positive feedback.
  • Spearheaded initiatives aimed at improving overall customer experience, leading to higher retention rates.
  • Built strong relationships with clients through excellent communication skills, fostering loyalty and repeat business.
  • Enhanced customer satisfaction by promptly addressing and resolving their concerns.
  • Collaborated with team members to develop new strategies that reduced customer complaints significantly.
  • Received recognition from management for consistently exceeding performance targets related to customer satisfaction metrics.
  • Utilized company resources efficiently while resolving customer issues, minimizing costs without compromising quality of service.
  • Mentored new hires on best practices in customer resolution techniques, contributing to the overall success of the team.

Dillard’s, Inc

Sales Associate
02.2019 - 02.2020

Job overview

  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Provided positive first impressions to welcome existing, new, and potential customers.

Quality Inn and Suites

Guest Service Agent
08.2019 - 09.2019

Job overview

  • Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
  • Collected room deposits, fees, and payments.
  • Maximized revenue by upselling room upgrades and additional services.
  • Handled cash transactions accurately, balancing daily reports at the end of each shift.
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
  • Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
  • Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
  • Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
  • Greeted guests upon arrival and offered assistance.
  • Streamlined check-in processes for increased efficiency and reduced wait times.
  • Developed strong relationships with repeat customers, fostering loyalty and return visits.
  • Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.

Team Company USA

Administrative Assistant/Receptionist
01.2019 - 07.2019

Job overview

  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
  • Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.

Family Dollar

Assistant Store Manager
03.2011 - 08.2013

Job overview

  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Increased employee retention, training staff in effective customer service techniques and product knowledge.
  • Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.

K & K Reality

Administrative Assistant/Leasing Agent
03.2005 - 02.2010

Job overview

  • Assisted with the development of property budgets by collecting data on expenses related to leasing activities.
  • Supported leasing team with coordinating open houses and property tours, ensuring a smooth experience for potential renters.
  • Supported the eviction process when necessary by gathering documentation required for legal proceedings while maintaining confidentiality standards.
  • Provided exceptional customer service during interactions with both current and prospective tenants through courteous communication skills.
  • Maintained an organized workspace, ensuring that all necessary documents and information were readily accessible for efficient task completion.
  • Contributed to successful lease negotiations by preparing necessary documentation and providing administrative support during meetings.
  • Enhanced tenant satisfaction by promptly addressing inquiries and resolving concerns related to leasing agreements.
  • Assisted in the preparation of marketing materials, contributing to increased property exposure and prospective tenants.
  • Maintained accurate and up-to-date tenant files, ensuring compliance with record-keeping requirements and facilitating easy access to information.
  • Implemented an efficient system for tracking lease renewal dates, resulting in timely notifications to tenants and reduced vacancy rates.
  • Organized community events for residents, fostering a sense of belonging and improving overall tenant satisfaction levels.
  • Conducted market research to provide valuable insights on rental pricing trends, helping the leasing team make informed decisions on rent adjustments.
  • Collaborated with maintenance staff to promptly address tenant maintenance requests, promoting positive tenant relations and reducing turnover rates.
  • Managed incoming calls from prospective tenants, providing detailed information about available properties while maintaining a professional tone.
  • Prepared move-in packets containing essential documents such as welcome letters, lease agreements, and keys for new tenants.
  • Streamlined lease administration processes for improved efficiency and accuracy in managing property records.
  • Ensured timely collection of rent payments by sending reminders to tenants as needed, maintaining a high rate of on-time payments.

Stein Mart

Assistant Front End Supervisor
02.2002 - 10.2004

Job overview

  • Stayed current with present, future, seasonal and special ads.
  • Ensured compliance with safety regulations by regularly inspecting front-end workspaces and equipment.
  • Conducted periodic cash audits to identify discrepancies and implement corrective measures promptly.
  • Maintained well-organized and clean front-end areas to promote a pleasant shopping environment.
  • Supported team members during peak hours to ensure smooth operations and timely assistance for all customers.
  • Evaluated employee performance regularly, providing constructive feedback for improvement opportunities when necessary.
  • Resolved customer complaints with tact and professionalism, maintaining a positive brand image.
  • Trained new employees on company policies, procedures, and point-of-sale systems to ensure consistent performance.
  • Managed employee scheduling to maintain adequate staffing levels while minimizing labor costs.
  • Implemented loss prevention measures by monitoring cashier accuracy and addressing potential theft situations promptly.
  • Assisted in inventory management tasks, ensuring accurate stock levels and proper product placement on shelves.
  • Handled escalated customer issues diplomatically as they arose while working closely with management to find suitable resolutions.
  • Coordinated breaks for front-end staff members, ensuring seamless coverage at all times during busy periods.
  • Scheduled front-end associates to maintain adequate department coverage.

Education

Madriella Doula Network
Los Angeles, CA

Certified Labor Doula from Labor Doula
06.2011

University Overview

Phoenix Home School Academy
Arlington, Texas

High School Diploma
06.2001

University Overview

Skills

  • Power BI
  • Stella Connect
  • Oracle Service Cloud Ticket System
  • NICE Scheduling System
  • VCC Max Phone System
  • Cashier Register Systems
  • Time and Attendance Systems
  • Microsoft Office Suite
  • Assertiveness
  • Social Media Monitoring
  • CRM Software
  • Teamwork and Collaboration

Certification

Certified Labor Doula

Work Preference

Work Type

Full TimePart Time

Work Location

Remote

Important To Me

Career advancementPaid time offPaid sick leaveWork from home optionFlexible work hours
Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Resolution Specialist II- Remote
Walmart Stores
09.2021 - 12.2023
Guest Service Agent
Quality Inn and Suites
08.2019 - 09.2019
Sales Associate
Dillard’s, Inc
02.2019 - 02.2020
Administrative Assistant/Receptionist
Team Company USA
01.2019 - 07.2019
Assistant Store Manager
Family Dollar
03.2011 - 08.2013
Administrative Assistant/Leasing Agent
K & K Reality
03.2005 - 02.2010
Assistant Front End Supervisor
Stein Mart
02.2002 - 10.2004
Madriella Doula Network
Certified Labor Doula from Labor Doula
Phoenix Home School Academy
High School Diploma

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Heather Jackson