Heather McSwain
Amelia
Summary
Skilled Customer Service Representative with experience in resolving complex customer inquiries. Possess strong communication skills, problem-solving abilities and demonstrate high adaptability to fast-paced environments. Previous professional roles have demonstrated a consistent history of enhancing customer satisfaction and team productivity. Resourceful Customer Service Representative known for maintaining high productivity and efficiently completing tasks. Skilled in conflict resolution, time management, and communication, ensuring smooth operational flow and customer satisfaction. Excel in active listening, empathy, and adaptability, leveraging these soft skills to navigate customer interactions successfully and foster positive outcomes. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
27
27
years of professional experience
Work History
CSR
American Modern Insurance Group Claims Administration
Amelia
09.2017 - 05.2025
- Assisted customers with inquiries and provided product information.
- Resolved customer complaints through effective communication and problem-solving.
- Trained new team members on customer service protocols and best practices.
- Conducted follow-up calls to ensure customer satisfaction and retention strategies.
- Managed high-volume calls while maintaining professionalism and empathy in service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Strengthened customer retention by offering discount options.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
CSR
RDI/Direct TV
Milford
02.2015 - 09.2017
- Maintained detailed records of customer interactions using CRM software.
- Responded promptly to client inquiries, resolving issues effectively and efficiently.
- Managed a team of inside sales representatives in achieving their individual goals.
- Negotiated pricing and contracts with customers.
- Coached team members on how to effectively close deals with clients.
- Resolved customer disputes or complaints in a timely manner.
- Monitored employee productivity and motivated team to meet daily goals.
- Enhanced sales volume through skilled support to both new and inactive customers.
- Developed and significantly grew assigned territory using strong engagement and marketing skills.
Assistant Deli Manager
Kroger
Blue Ash
03.1998 - 06.2003
- Assisted in managing daily deli operations and staff scheduling.
- Ensured compliance with food safety standards and hygiene practices.
- Collaborated with team to maintain inventory levels and product freshness.
- Assisted customers in selecting products and provided recommendations.
- Monitored equipment for proper functioning and reported maintenance needs.
- Ensured that all food items were properly labeled according to local health department regulations.
- Resolved customer complaints in a professional manner while keeping management informed of any issues or concerns.
- Conducted daily inventory of products to ensure sufficient stock levels and communicated any shortages to the Deli Manager.
- Provided training for new deli team members on all aspects of the deli operation including product knowledge, customer service, equipment usage and sanitation standards.
- Maintained a clean and organized work environment by adhering to established cleaning procedures and following safety guidelines when handling food products.
- Maximized customer satisfaction scores by training employees well and implementing strong customer relations standards.
- Trained new employees to perform duties.
- Oversaw food preparation, production and presentation according to quality standards.
- Explained goals and expectations required of trainees.
Education
GED -
Reading Jr/Sr High School
Reading,Oh08-1998
Skills
- Customer service
- CRM software
- Conflict resolution
- Team training
- Payment processing
- Customer retention
Affiliations
- Avid book reader
- Dedicated mom and grandma
- Professional cake decorator
- Crafter
Timeline
CSR
American Modern Insurance Group Claims Administration
09.2017 - 05.2025
CSR
RDI/Direct TV
02.2015 - 09.2017
Assistant Deli Manager
Kroger
03.1998 - 06.2003
GED -
Reading Jr/Sr High School
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