Heather Johnson Hogwood
Tallahassee,FL
Summary
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Knowledgeable, with solid background in customer service and problem resolution. Proven ability to handle high call volumes efficiently while maintaining friendly demeanor. Demonstrated expertise in effective communication and conflict resolution.
Overview
17
17
years of professional experience
Work History
Personal Shopper
Instacart
06.2019 - Current
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Tracked substitutions and informed customers of changes.
- Worked productively with customers to meet order requirements and service expectations.
- Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Provided exceptional customer service by addressing any issues or concerns promptly, maintaining a positive reputation as a Personal Shopper.
- Balanced multiple tasks simultaneously, prioritizing urgent requests without compromising attention to detail or overall service quality.
- Managed online shopping orders and deliveries, ensuring timely receipt of purchases.
- Recommended alternative products or options when specific items were out of stock or unavailable.
- Managed time effectively to complete multiple orders within tight deadlines, maximizing productivity and earnings.
- Increased customer satisfaction by providing timely and efficient grocery shopping services.
- Delivered items to customers on desired schedules by managing time efficiently and planning effective routes.
- Loaded and unloaded orders at customer's homes or locations.
- Utilized the Instacart app proficiently for order tracking, updates, and communication with customers.
- Assisted customers with special requests by locating hard-to-find items or making appropriate substitutions.
- Demonstrated excellent problem-solving skills when addressing customer concerns or issues during the shopping process.
- Consulted with customers on food selections and custom order requests.
- Balanced multiple priorities effectively in fast-paced environments without compromising quality or timeliness of service.
- Developed strong working relationships with store employees, facilitating efficient navigation and item location.
- Adhered to strict quality standards, carefully selecting fresh produce and checking expiration dates on perishable items.
- Reviews orders prior to pick up for accuracy and purchase-by dates.
- Fostered strong connections with repeat customers by remembering preferences, offering personalized recommendations, and exceeding expectations for service.
- Navigated challenging traffic situations calmly while ensuring timely deliveries and minimizing delays.
- Upheld food safety standards by properly handling perishable items and maintaining appropriate storage conditions during delivery.
- Safeguarded customer privacy by diligently following all company policies regarding personal information protection.
- Followed orders precisely for correct items, sizes and quantities.
Front Desk Receptionist
Motel 6 Hotel
02.2023 - 12.2024
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Completed data entry and filing to keep records updated for easy retrieval.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Completed all tasks in compliance with company policies and procedures.
- Provided information and assistance to visitors and clients, addressing inquiries and resolving issues promptly.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
- Managed a high volume of calls, directing guests to appropriate departments and services.
- Oversaw and organized calendar to schedule reservations and monitor cancellations.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Updated guest records with pertinent information to provide personalized service during their stay.
- Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
- Monitored security cameras to maintain safety and security of guests and hotel.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Provided exceptional customer service through active listening and empathetic communication, resulting in increased guest satisfaction ratings.
- Trained new front desk staff in hotel policies and procedures, maintaining consistent service standards.
- Managed lost and found items to assist guests with retrieving belongings.
- Developed strong working relationships with colleagues, fostering teamwork and seamless service delivery across all departments.
- Ensured accurate inventory management of hotel supplies, reducing waste and optimizing resource allocation.
- Kept accounts in balance and ran daily reports to verify totals.
Cashier
Hannaford Supermarket
07.2015 - 10.2018
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed customer needs and made product recommendations to increase sales.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
Customer Service Representative
Teleperformance USA
05.2008 - 02.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Detailed payment options and explained price, receipt and billing details to customers.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Robert E Lee
Jacksonville, FL01-1999
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Problem resolution
- Call management
- Multi-line phone talent
Timeline
Front Desk Receptionist
Motel 6 Hotel
02.2023 - 12.2024
Personal Shopper
Instacart
06.2019 - Current
Cashier
Hannaford Supermarket
07.2015 - 10.2018
Customer Service Representative
Teleperformance USA
05.2008 - 02.2015
High School Diploma -
Robert E Lee
Similar Profiles
Dezi LightseyDezi Lightsey
Self Employed/Instacart at InstacartSelf Employed/Instacart at Instacart
Heilin ParraHeilin Parra
Delivery Driver at InstacartDelivery Driver at Instacart
Amanda MurilloAmanda Murillo
Instacart Shopper at InstacartInstacart Shopper at Instacart