Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather Mann

Otisville,NY

Summary

Dynamic customer service professional with a strong work ethic and proven success at Anthem BCBS. Expert in complaint resolution and upselling, enhancing customer satisfaction through effective training and performance tracking. Recognized for building lasting relationships and implementing process improvements that elevated service quality and operational efficiency.

Knowledgeable [Desired Position] with solid background in customer service. Successfully handled variety of client inquiries and resolved issues efficiently. Demonstrated effective communication and problem-solving skills in high-pressure environments.

Professional with strong foundation in customer service and support. Adept at fostering team collaboration and driving results through effective communication and problem-solving. Skilled in managing customer interactions, resolving issues efficiently, and adapting to changing needs. Known for reliability, flexibility, and focus on achieving high standards.

Customer service professional prepared for impactful roles. Expertise in managing customer relationships and resolving complex issues. Strong focus on team collaboration and achieving results with reliability and adaptability. Proficient in communication and conflict resolution.

Experienced with managing customer interactions and addressing inquiries. Utilizes effective communication techniques to enhance customer satisfaction. Strong understanding of problem-solving methods and maintaining positive client relationships.

Responsible and dedicated customer service team member with proven multitasking and organizational skills. Proficient in operating in fast-paced environment to coordinate paperwork, process payment and complete orders. Proactively manage shipments and coordinate deliveries with strong attention to detail and systematic approach.

Well-qualified [Job Title] familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges.

Successful [Job Title] with [Number] years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

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 and 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.

Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.

Dynamic individual with hands-on experience in [Area of expertise] and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

17
17
years of professional experience

Work History

CSA

Anthem BcBs
12.2019 - Current
  • Developed and maintained customer service protocols to enhance client satisfaction.
  • Resolved complex customer inquiries, ensuring prompt and accurate responses.
  • Collaborated with team members to streamline communication processes within department.
  • Trained new staff on effective service techniques and company policies.
  • Analyzed customer feedback to identify trends and recommend improvements.
  • Implemented strategies for upselling products during customer interactions.
  • Monitored service metrics to ensure standards of quality were consistently met.
  • Coordinated with cross-functional teams to address operational challenges effectively.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Built strong relationships with customers by consistently delivering outstanding service and follow-up support.
  • Assisted in inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
  • Provided exceptional service to customers by actively listening to their needs and offering personalized solutions.
  • Balanced multiple priorities during peak times while maintaining composure under pressure situations.
  • Connected with customers by listening to concerns and answering questions.
  • Resolved escalated customer complaints professionally and efficiently, restoring client confidence in the brand.
  • Demonstrated safe practices and procedures in store by adhering to company standards.
  • Answered customer questions about product availability and shipment times.
  • Built strong relationships with customers and colleagues by providing friendly and personable service.
  • Analyzed customer feedback to identify areas for improvement.
  • Collaborated with other departments to guarantee customer satisfaction.
  • Utilized problem-solving skills to address customer queries and complaints.
  • Conducted client and market surveys to identify areas of improvement.
  • Gathered and verified data from customers to promote marketing initiatives.
  • Suggested best-fit offerings from available products and services to capitalize on upsell opportunities.
  • Delivered prompt service to prioritize customer needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded proactively and positively to rapid change.
  • Implemented and developed customer service training processes.
  • Cross-trained and provided backup support for organizational leadership.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Trained new personnel regarding company operations, policies and services.
  • Trained staff on operating procedures and company services.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and backed up other customer service managers.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Sought ways to improve processes and services provided.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed timely and effective replacement of damaged or missing products.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Investigated and resolved accounting, service and delivery concerns.
  • Increased efficiency and team productivity by promoting operational best practices.

Assistant Customer Service Manager

JCPenney
06.2016 - 12.2019
  • Assisted with customer inquiries, providing accurate information and solutions to enhance satisfaction.
  • Supported team in managing service levels, ensuring prompt responses to client needs and concerns.
  • Collaborated with colleagues to resolve issues efficiently, maintaining a positive customer experience.
  • Monitored service quality and reported areas for improvement to enhance operational effectiveness.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
  • Coordinated staff schedules to maintain optimal coverage during peak service hours.
  • Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
  • Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Reduced employee turnover by fostering a positive, supportive atmosphere that encouraged professional growth and increased job satisfaction.
  • Conducted regular performance evaluations for team members, providing constructive feedback and coaching as needed to support professional growth.
  • Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
  • Implemented new strategies for reducing wait times and improving first-call resolution rates, resulting in improved customer satisfaction scores.
  • Monitored compliance with company policies and industry regulations related to privacy protection and data security within the customer service department.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and concerns.
  • Evaluated employee performance against established goals, conducting regular reviews aimed at continuously improving productivity levels.
  • Established clear communication channels between team members, fostering a collaborative work environment conducive to efficient problemsolving.
  • Promoted brand loyalty by offering personalized assistance tailored to individual needs during each interaction with customers.
  • Created customer support strategies to increase customer retention.
  • Contributed to team success by consistently achieving performance metrics for call resolution, response time, and customer feedback.
  • Ensured consistent delivery of high-quality service by regularly reviewing call recordings and providing targeted coaching for staff development.
  • Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Researched and corrected customer concerns to promote company loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Defined clear targets and objectives and communicated to other team members.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Identified and communicated customer needs to supply chain capacity and quality teams.

cook/ deli

Price Chopper
08.2008 - 06.2016
  • Prepared and executed diverse menu items, ensuring high quality and presentation standards.
  • Managed inventory levels, optimizing ingredient usage and minimizing waste.
  • Trained new kitchen staff on equipment operation and food safety protocols.
  • Collaborated with front-of-house staff to ensure seamless service and customer satisfaction.
  • Assisted customers with product selection and inquiries, enhancing overall shopping experience.
  • Maintained cleanliness and organization of deli area, ensuring compliance with health standards.
  • Operated slicing machines and scales accurately for precise portioning of meats and cheeses.
  • Collaborated with team members to optimize inventory management and reduce waste.
  • Trained new staff on food safety protocols and customer service best practices.
  • Developed weekly specials to promote sales and attract repeat customers.
  • Monitored stock levels regularly, placing orders to maintain product availability and freshness.
  • Greeted customers at counter to fulfill requests and answer questions.
  • Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
  • Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
  • Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
  • Improved workflow efficiency by effectively multitasking, prioritizing tasks, and communicating with team members.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
  • Provided an enjoyable shopping experience for customers by engaging in friendly conversations while efficiently preparing their orders.
  • Developed strong rapport with customers by offering personalized service, answering questions, and making recommendations based on preferences.
  • Assisted in training new employees on proper deli procedures, ensuring consistent quality across the team.
  • Contributed to positive team dynamics through effective communication skills and a collaborative problem-solving approach.
  • Increased customer satisfaction by providing exceptional service and maintaining a clean, organized deli counter.
  • Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.
  • Enhanced product presentation by arranging visually appealing displays and regularly rotating items to ensure freshness.
  • Made food according to standard recipes with requested changes for customer satisfaction.
  • Ensured optimal product quality with regular temperature checks on refrigeration units and promptly reporting any issues.
  • Delivered exemplary customer service to guests, even in peak business periods to promote retention.
  • Offered product samples to customers, generating additional sales through taste-testing.
  • Exceeded customer expectations by going above and beyond to accommodate unique requests or last-minute changes to orders.
  • Boosted sales by actively promoting seasonal items, weekly specials, and bundled deals to customers at the deli counter.
  • Learned other teammates' work tasks to train as backup.
  • Monitored inventory levels to order new supplies and maintain consistent stock.
  • Reduced food waste by closely monitoring inventory levels and proactively adjusting orders based on sales trends.
  • Regularly updated knowledge of new products, trends, and dietary restrictions to better serve customer needs and preferences.
  • Demonstrated versatility in handling various responsibilities such as cashier duties or stocking shelves during peak hours or staff shortages.
  • Streamlined order fulfillment processes for quicker turnaround times and increased customer satisfaction.
  • Consistently met or exceeded daily sales targets through upselling techniques and outstanding customer service skills.
  • Operated cash register to manage cash and credit card transactions, providing receipts for proof of transaction.
  • Supported store success through participation in inventory audits and suggesting improvements for deli department operations.
  • Collaborated with other departments to promote cross-merchandising opportunities and improve overall store performance.
  • Maintained strict adherence to health and safety guidelines, ensuring safe shopping and working environment.
  • Conducted regular price checks to stay competitive, adjusting as necessary to meet market demands.
  • Assisted customers with product selection, sharing knowledge on deli items to guide their choices.
  • Coordinated with suppliers to secure best quality products, enhancing overall selection available to customers.
  • Prepared custom order requests for special events, receiving positive feedback for quality and service.
  • Implemented creative display techniques for deli items, increasing sales through visual appeal.
  • Conducted inventory checks regularly, ensuring consistent availability of popular deli items.
  • Enhanced customer experience by efficiently slicing, weighing, and packaging variety of deli products.
  • Developed system for tracking deli supplies, leading to more efficient reordering and reduced out-of-stock incidents.
  • Collaborated with team members to introduce seasonal deli specials, generating increased interest and sales.
  • Kept up-to-date with latest food safety regulations, applying new standards to daily operations.
  • Offered samples of new products to customers, directly contributing to higher product visibility and sales.

Education

Art And Marketing

Minisink Valley Highschool
Slate Hill, NY
06-2006

Skills

  • Goal oriented
  • Patience and tolerance
  • Strong work ethic
  • Up-selling and Cross-selling
  • Performance tracking
  • Complaint handling
  • Data entry
  • Staff education and training
  • Call center operations
  • Complaint resolution
  • Quality assurance controls
  • Customer consultation
  • Call center experience
  • Documentation and reporting
  • Customer relations
  • File coordination
  • Teamwork and collaboration
  • Customer service
  • Calm and professional under pressure
  • Understanding customer needs
  • Computer skills
  • Relationship building
  • Work prioritization
  • Policies and procedures adherence
  • Problem resolution
  • Quality control
  • Employee coaching
  • Customer account management
  • Calm under pressure
  • Brand representation
  • Customer data confidentiality
  • Issue and complaint resolution
  • Data evaluation
  • Transaction processing
  • Process improvement
  • Data management
  • Inbound call management
  • Multi-line phone talent
  • Call documentation
  • Product knowledge
  • Recordkeeping strengths
  • Billing adjustments and refunds
  • Microsoft office
  • MS office
  • Account updating
  • Professional telephone demeanor
  • Customer relationship management (CRM)
  • Call metrics
  • Report creation
  • Customer retention strategies
  • Estimating
  • Office equipment proficiency
  • Business development
  • Product education
  • Complaint investigation
  • Needs assessment
  • Cross-functional collaboration
  • Regulatory compliance
  • Multi-line phone systems
  • System implementation
  • Receiving support
  • Product recommendations
  • De-escalation techniques

Timeline

CSA

Anthem BcBs
12.2019 - Current

Assistant Customer Service Manager

JCPenney
06.2016 - 12.2019

cook/ deli

Price Chopper
08.2008 - 06.2016

Art And Marketing

Minisink Valley Highschool
Heather Mann