Heather McClure
Flint,MI
Summary
Results-driven Quality Manager with expertise in quality management systems, issue resolution, and staff training. Proven track record of enhancing customer satisfaction through continuous improvement initiatives.
Overview
7
7
years of professional experience
Work History
Quality Manager
The Cleaning Authority
Troy, MI
11.2021 - Current
- Analyzed customer feedback to identify areas for operational improvement and training needs.
- Collaborated with management to establish quality benchmarks and performance metrics.
- Mentored junior staff in best practices for maintaining high-quality service delivery.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Resolved customer inquiries through phone, email, and chat, ensuring timely and effective communication.
- Trained new staff on company policies, procedures, and best practices in customer service.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Employment Verification Specialist
United Wholesale Mortgage
Pontiac, MI
03.2021 - 11.2021
- Conducted thorough employment verifications to ensure accuracy of candidate backgrounds.
- Ensured adherence to legal regulations in all verification processes, minimizing risks for the organization.
- Utilized various software tools and platforms to efficiently manage cases, track progress, and maintain accurate records of completed verifications.
- Demonstrated strong attention to detail, identifying discrepancies in employment records and promptly rectifying errors.
- Contributed to company growth by consistently meeting or exceeding performance targets for completed verifications.
- Increased overall efficiency by collaborating with team members to optimize workflows and share best practices.
Professional House Cleaner
The Cleaning Authority
Troy, MI
08.2019 - 02.2021
- Led teams in executing detailed cleaning protocols for residential properties.
- Trained new staff on best practices and safety procedures for efficient operations.
- Enhanced customer satisfaction ratings through consistent delivery of exceptional service quality.
- Provided exceptional customer service by addressing concerns promptly and adapting services based on feedback received from clients.
- Increased client referrals by consistently exceeding expectations through attention to detail and professionalism.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
Education
High School Diploma -
Grand Blanc High School
Grand Blanc, MISkills
- Internal auditing
- Quality management systems
- Corrective actions
- Continuous improvement
- Customer satisfaction
- Issue resolution
- Staff training
- Customer relations
- Critical thinking
- Complaint resolution
Timeline
Quality Manager
The Cleaning Authority
11.2021 - Current
Employment Verification Specialist
United Wholesale Mortgage
03.2021 - 11.2021
Professional House Cleaner
The Cleaning Authority
08.2019 - 02.2021
High School Diploma -
Grand Blanc High School