Summary
Overview
Work History
Education
Skills
Timeline
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Heather Marve

Memphis,TN

Summary

Driven professional with a proven track record in customer service and sales, notably at CarMax. Excelled in custom order management and demonstrated exceptional empathy, enhancing customer satisfaction. Skilled in problem resolution and adaptability, consistently meeting company goals. Achieved a significant increase in customer retention through effective communication and service excellence.

Overview

11
11
years of professional experience

Work History

Customer Care Representative

CarMax
Germantown, TN
01.2024 - 01.2025
  • Provide exceptional customer service by guiding customers every step of the way, from sale or facilitating the appraisal to test drives and arranging financing applications
  • Conduct vehicle condition assessments by collecting, recording, and
    communicating information to Buyers that will be used to perform customer appraisals
  • Check in and receive vehicles that are shipped to CarMax; complete the daily scanning and reconciliation of vehicle inventory
  • Perform cosmetic inspections and ensure that all vehicles meet CarMax Quality Standards
  • Perform various administrative duties, including, but not limited to: printing daily reports, maintaining transaction paperwork, contacting finance companies regarding Customer contracts, obtaining requirement information regarding registration and/or titling, auditing completed paperwork, cash/payment management
  • Create service appointments and review repair order invoices for retail
    service work performed; ensure accuracy of documentation for billing

Billing Representative

Charter Communications, Spectrum
Irving, Texas
01.2022 - 01.2024
  • Talking to many different types of people from across the country
  • Answering inbound phone calls from customers related to billing inquiries
  • Empathizing with customers while accurately addressing their billing needs and meeting our high customer service standards
  • Establishing and growing professional, positive relationships with Spectrum customers
  • Collaborating with management on customer issue escalations
  • People who succeed in this role are understanding, resilient, professional, and treat others with kindness and respect

Customer Service Advocate

Globe Life And Accident Insurance Company
Arlington, Texas
02.2018 - 01.2022
  • The Customer Service Representative’s (CSR) role is to provide superior customer service
  • Providing exceptional service by ensuring all inquiries and issues are handled promptly and professionally through the use of multiple systems
  • Through training, CSR’s focus on first contact resolution and high customer satisfaction while maintaining adherence to defined operational standards set for CSR's (i.e. attendance, utilization, call quality, etc..). The Customer Service Representatives acts on behalf of Globe Life Inc. as a first tier support for all customer inquiries and is required to effectively communicate and resolve each related issue
  • This position is also required to assist with important department and company initiatives, on an as needed basis
  • Assist with daily call volume (service level takes priority)
  • Provide accurate resolutions to customer inquiries in a professional and courteous manner
  • Ensure customer needs are met on every interaction (phone, email, written correspondence, etc.)
  • Meet Quality Assurance Requirements and other key performance metrics

Customer Service Representative

Chewy.com
Dallas, Texas
04.2016 - 02.2018
  • Communicate with customers who contact us regarding different subjects, like shopping for their new pet, selecting a suitable chew toy, or addressing any unexpected problems
  • Research and problem-solve to provide solutions for customers, think proactively, and set follow-ups as needed to ensure contact resolution
  • Operate with understanding, apply active listening, perseverance, compassion, and understanding to customers and Team Members alike
  • Operate with a willingness to learn
  • We share feedback, we get feedback, and we operate in a culture of being open-minded to grow
  • Engage with Team Members and Managers using virtual collaboration tools like Zoom and Slack to cultivate a customer-centric culture of collaboration

Sales Chat Agent

Etech
Dallas, Texas
02.2014 - 03.2016
  • Generate retail sales by using your passion for cutting-edge technology, and exceptional customer service to expand the Verizon network.
  • Learn and uncover customers' needs by creating connections and asking the right questions.
  • Position product insights and solution recommendations to provide customers with a complete top-down sales solution.
  • Close sales by using phenomenal communication skills to fulfill customer needs with simple and intuitive tech solutions.
  • Continuously develop yourself through ongoing training and up-skill in operational functions across merchandising and inventory.
  • Potential to grow your customer base by placing outbound calls and sending text messages to current Verizon customers who are interested in our products and services.
  • Opportunities to engage with the community outside of the store to expand your loyal customer base, including at off-site Verizon sponsored events

Education

High School Diploma -

DeSoto High School
DeSoto, TX
05-2013

Skills

  • Custom order management
  • Call logging
  • Email correspondence
  • Billing coordination
  • Order processing
  • Issue follow up
  • Complaint handling
  • Adaptability and flexibility
  • Call center experience
  • Payment processing
  • Task prioritization
  • Product knowledge
  • Problem resolution
  • Active listening
  • Empathy and patience
  • Product education
  • Multitasking and organization
  • Email communication
  • Call handling
  • Verbal and written communication
  • Upselling techniques
  • Customer service
  • Inbound customer service

Timeline

Customer Care Representative

CarMax
01.2024 - 01.2025

Billing Representative

Charter Communications, Spectrum
01.2022 - 01.2024

Customer Service Advocate

Globe Life And Accident Insurance Company
02.2018 - 01.2022

Customer Service Representative

Chewy.com
04.2016 - 02.2018

Sales Chat Agent

Etech
02.2014 - 03.2016

High School Diploma -

DeSoto High School

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