Heather Kresge
Virginia Beach ,VA
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Command Ombudsman
Naval Support Facility Thurmont
2022.09 - 2024.08
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Family Readiness: Collaborate with command leadership to promote family readiness and well-being, keeping families informed of policies, benefits, and resources.
- Confidentiality: Handle sensitive information and maintain confidentiality while balancing the need to keep the command informed of critical family matters.
- Training and Continuing Education: Attend required Ombudsman training sessions and engage in ongoing professional development to stay updated on Navy family services and policies.
- Reporting and Documentation: Maintain accurate records of communications and interactions, and provide reports to the command leadership as needed.
Account Manager
Senior Dental Care
2012.06 - 2021.06
- Increased client satisfaction by building strong relationships and addressing their dental needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating nurisng home needs prior to their state survey.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Collaborated with internal sales team to identify potential upsell opportunities and expand client base.
- Established clear communication channels between clients and internal teams, ensuring seamless dental care was provided.
- Conducted regular account reviews to identify optimal enrollment for the nursing homes to stay compliant.
- Triaged nursing home residents via phone to schedule dental team or prepare referral
Navy Ombudsman
NMCB 1
2018.07 - 2020.07
- Communication and Advocacy: Serve as a direct link between the command and Navy families, ensuring clear communication and acting as an advocate for family concerns during home port and including 2 deployments
- Resource Referrals: Provide Navy families with information and referrals to support services, such as legal assistance, counseling, housing, healthcare, and child care.
- Crisis Management and Support: Offer assistance during crises, emergencies, or times of personal difficulty by guiding families to appropriate resources.
- Family Readiness: Collaborate with command leadership to promote family readiness and well-being, keeping families informed of policies, benefits, and resources.
- Confidentiality: Handle sensitive information and maintain confidentiality while balancing the need to keep the command informed of critical family matters.
Education
Associate of Applied Science - Dental Hygiene
Pearl River Community College
Hattiesburg, MS05.2004
Skills
- Account Management
- Customer Service
- Teamwork and Collaboration
- Client Relations
- Customer Satisfaction
- Relationship Building
- Strong interpersonal communication and listening skills
- Ability to maintain confidentiality and handle sensitive information with discretion.
- Knowledge of Navy family programs, resources, and support services
Certification
Ombudsman Basic Training
Timeline
Command Ombudsman
Naval Support Facility Thurmont
2022.09 - 2024.08
Navy Ombudsman
NMCB 1
2018.07 - 2020.07
Account Manager
Senior Dental Care
2012.06 - 2021.06
Associate of Applied Science - Dental Hygiene
Pearl River Community College
Ombudsman Basic Training
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