Heather Many
Chicago,IL
Summary
Accomplished Lead Account Specialist renowned for enhancing customer satisfaction through active listening and problem-solving. Boosted retention rates by effectively addressing concerns. Adept at building rapport, consistently exceeding performance metrics. Dependable and detail-oriented, delivering exceptional service and fostering strong client relationships.
Overview
13
13
years of professional experience
Work History
Lead Account Specialist
Discover
03.2022 - 01.2025
- Worked in Retention, Billing Disputes and Balance Transfers
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
- Offered personalized assistance based on each client's unique situation, leading to higher success rates in retaining customers.
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
- Delivered accurate information regarding billing inquiries and assisted in resolving discrepancies quickly.
- Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
- Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Identified and resolved discrepancies and errors in customer accounts.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
- Implemented feedback from quality assurance reviews to continuously refine skills and deliver excellent support.
Dog Walker
Self-employeed
07.2017 - Current
- Led dogs away from hazards, obstacles, and other animals to protect safety.
- Fed, walked, and cared for dogs during owners' absences and out-of-town trips.
- Made owners comfortable with care by following instructions and meeting dog needs.
- Improved overall pet happiness by creating a stimulating environment during walks that encouraged exploration and playtime.
- Delivered peace of mind for clients by providing regular updates and photos of their pets during walks.
- Developed strong personal relationships and trust with dogs through vocal affirmations, petting, and pre-approved treats.
- Adapted walking routines according to weather conditions to ensure the safety of all pets under my care.
- Built trust with clients by consistently maintaining clear communication regarding their pets'' needs and progress.
- Monitored health of pets during walks, reporting any concerns or changes in behavior to owners promptly.
- Safeguarded client homes while picking up or dropping off pets, ensuring doors were locked upon departure.
- Increased repeat business by providing exceptional care and attention to pets.
- Administered medication to pets as required, ensuring adherence to health protocols.
- Followed pet care instructions for dietary needs and medication regimens.
Captioner
Rev.com Inc.
01.2017 - 03.2022
- Implemented time-saving strategies and tools to reduce the overall time spent on captioning, increasing productivity and client satisfaction.
- Adhered to strict deadlines while maintaining high-quality work, ensuring timely delivery of completed projects.
- Conducted thorough research on industry-specific terminology to enhance the clarity and relevance of captions.
- Generated error-free transcripts with skilled capturing and proofreading.
- Produced transcripts for court personnel, legal professionals and general public.
Bartender
Clutch
02.2013 - 05.2017
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Handled cash and card transactions accurately, reducing discrepancies and balancing till at end of each shift.
- Adapted to fast-paced environment, effectively managing multiple drink orders simultaneously without compromising quality.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
- Increased repeat customer numbers, creating welcoming atmosphere and remembering regulars' favorite drinks.
Education
Associate of Science - Fashion Merchandising Management
Fashion Institute of Technology
New York, NY12-1999
Skills
- Customer service
- Payment Processing
- De-escalation techniques
- Account maintenance
- Detail-oriented approach
- Dependable and timely
- Active listening
- Building rapport
- Assessment of client needs, addressing customer concerns, enhancing customer satisfaction
- Problem-solving skills
- Positive and friendly
- Computer proficiency: Microsoft Office, Google Suite, Orion, CRMA, PeopleSoft, Internet savvy, PC, Mac
Accomplishments
Top Performer Award at Discover July 2024, August 2024, October 2024
Maintained 5 star rating as a dog walker on multiple platforms
Timeline
Lead Account Specialist
Discover
03.2022 - 01.2025
Dog Walker
Self-employeed
07.2017 - Current
Captioner
Rev.com Inc.
01.2017 - 03.2022
Bartender
Clutch
02.2013 - 05.2017
Associate of Science - Fashion Merchandising Management
Fashion Institute of Technology