Heather Maloy
Denton,TX
Summary
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
22
22
years of professional experience
Work History
Customer Relations Supervisor
Fortis Solutions Group
05.2019 - Current
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Worked with clients to address and respond to client and partnership management issues.
- Liaised between customers and organization with particular focus on working with sales department.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Developed and implemented standards for staff to provide consistent service to customers.
- Managed customer relations on ongoing basis to maximize customer retention.
National Accounts Manager
Color Dynamics, Inc.
10.2011 - 03.2019
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Developed business to business relationships.
- Created and delivered new product presentations to potential clients.
- Cultivated business relationships through strategic planning management.
- Compiled prospect list using various lead generating tools.
- Compared services, costs, and rates of competitors in nationally targeted geographic areas.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
Account Manager
Sir Speedy Addison
01.2003 - 10.2011
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Developed and implemented strategies to increase client retention.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
Education
Skills
- Account Management
- Customer Relations
- Schedule Management
- Training and mentoring
- Inter-department collaboration
- Order Processing
- De-Escalation Techniques
- Stock management
- Document and Records Management
Timeline
Customer Relations Supervisor
Fortis Solutions Group
05.2019 - Current
National Accounts Manager
Color Dynamics, Inc.
10.2011 - 03.2019
Account Manager
Sir Speedy Addison
01.2003 - 10.2011
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