Heather J Sprague
Lincoln City,OR
Summary
Assertive Customer Service Representative/ Operations Manager uncovers and addresses customer concerns and fields high-volume inquiries with excellent resolution record. Maintains detailed, accurate documentation and consistent achievement of established performance goals. Motivated individual, leverages diplomatic communication and level-headed approach to resolve issues. Maintains meticulous records in company software and drafts reports detailing performance. Dedicated to fostering customer loyalty and guiding prompt resolutions. Organized and enthusiastic about maintaining office records and supporting personnel. Reliable in staying on top of administrative needs and smoothly coordinating file movements. Detail-oriented in checking, classifying and documenting files.
Overview
13
13
years of professional experience
Work History
Elderly Caregiver
Lakeview Senior Living
06.2024 - 11.2024
- Offered companionship and kindness to elderly patients.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
- Transported individuals to events and activities, medical appointments, and shopping trips.
Customer Service Representative/ Operations Manager
ZYIA Active
01.2019 - 01.2023
- Enhanced customer satisfaction with fast, knowledgeable service.
- Built trusting relationship with customers to better understand needs.
- Managed vendor relationships, negotiated contracts, and ensured timely delivery of goods or services.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Collaborated with senior management in formulating strategic plans for business growth.
- Maintained accurate records of inventory levels, orders, deliveries, and returns for optimal supply chain management.
Customer Service Representative
Maximus Federal
01.2018 - 01.2019
- Anticipated needs and resolved problems to keep customers happy.
- Enhanced customer satisfaction with fast, knowledgeable service.
- Handled customer inquiries, payments and service requests.
- Built trusting relationship with customers to better understand needs.
Customer Service Rep & Quality Analysis
Affiliated Computer Services
01.2012 - 01.2019
- Assisted customers with their prescriptions and providing them information on their insurance deductible and costs.
- Applied regulatory compliance knowledge and quality expertise to implement process improvements.
- Documented, researched and resolved customer service issues.
- Prepared reports summarizing overall call center performance for management review.
- Implemented corrective action plans for underperforming agents, including coaching, mentoring, or further training.
- Collaborated with supervisors and team leads in developing training programs for new hires.
Health Advisor
Everise
01.2015 - 01.2015
- Provided support and guidance to clients during their journey towards healthier lifestyle by setting realistic goals.
- Documented, researched and resolved customer service issues.
- Enhanced customer satisfaction with fast, knowledgeable service.
- Maintained compliance with HIPAA regulations to safeguard patient privacy.
Teaching Assistant & Bus Driver
Children's Express Learning Academy
01.2013 - 01.2015
- Assisted instructor with in-class activities by grading assignments, tutoring and proctoring examinations.
- Attended staff meetings and professional development workshops as required by daycare policies.
- Observed teachers' instruction techniques as part of ongoing professional growth opportunities.
- Helped maintain safe, clean, and organized learning environment for all students.
- Assisted lead teacher in developing class schedule and activities.
- Organized classroom resources such as textbooks, supplies, and educational tools.
Education
High School -
Taylorsville High School
Taylorsville, UtahDental Assisting - Dental Assisting
Academy of Dental Careers
Sandy, Utah10.2017
Skills
- Paperwork Processing
- Multitasking Abilities
- Data Collection
- Teamwork Abilities
- Data Entry
- Customer Support
LANGUAGE
English
Native
Timeline
Elderly Caregiver
Lakeview Senior Living
06.2024 - 11.2024
Customer Service Representative/ Operations Manager
ZYIA Active
01.2019 - 01.2023
Customer Service Representative
Maximus Federal
01.2018 - 01.2019
Health Advisor
Everise
01.2015 - 01.2015
Teaching Assistant & Bus Driver
Children's Express Learning Academy
01.2013 - 01.2015
Customer Service Rep & Quality Analysis
Affiliated Computer Services
01.2012 - 01.2019
Dental Assisting - Dental Assisting
Academy of Dental Careers
High School -
Taylorsville High School
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