Heather Miller
Customer Service
Charleston,MO
Summary
Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of CXone Agent for Salesforce and Omnichannel live chat environment. Uses problem resolution and de-escalation techniques effectively. Knowledgeable and dedicated customer service professional with extensive experience in Customer Retention Support (Tier 2 Support). 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.
Overview
18
18
years of professional experience
Work History
In-Home Caregiver
Consumer Direct Personal Care Services
03.2022 - Current
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members
- Provided mobility assistance such as walking and regular exercising
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships
- Completed entries in log books, journals, and care plans to accurately document and report patient progress
Customer Service Retention Specialist
H&R Block
01.2023 - 06.2023
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recognized numerous times for my customer service skills and scored 100 on ever quality control check
- Maintained two active chats in Omni at one time, navigating between chats to help client's with their issues; handled upwards of 40 or more live chats in one shift during peak season
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Cross-trained on phones & live chats using NICE CXOne Agent for Salesforce and Omnichannel Chats
Babysitter
Self Employed
12.2019 - 03.2020
- Played games, worked on puzzles, and read books to young children.
- Communicated positively with children and guardians.
- Organized and cleaned home after activities by picking up toys and straightening up play room.
- Prepared healthy, age-appropriate snacks and meals.
- Reassured children when upset providing emotional support and stability.
- Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
- Taught children to organize toys, wash hands, and share by leading by example.
- Planned fun outings and educational activities to keep children entertained.
- Monitored children's play activities to verify safety.
- Engaged with children on individual basis to build positive relationships.
Hotel Front Desk Clerk
Econolodge Inn And Suites
06.2011 - 09.2013
- Managed reservations, check-in, and check-out procedures within hotel system; made and confirmed guests' hotel reservations
- Greeted and welcomed hotel guests with energy, enthusiasm, and professionalism
- Assisted guests by addressing special requests for specific accommodations and presenting alternative options when requests cannot be met
- Satisfied guest needs with prompt, knowledgeable service
- Document and quickly resolve all customer satisfaction issues
- Handle 20+ inbound calls per week, answering customer inquiries and resolving issues
Cashier
Boomland
01.2009 - 05.2010
- Assisted customers with all retail needs, including locating merchandise and completing fast checkouts
- Engaged customers with positivity and respect, answering questions politely and offering exceptional support
- Established positive customer relations with immediate greetings and offers of support to entering guests
- Answered telephone calls to answer questions about store policies, hours, and merchandise
- Used POS system to ring up customer items quickly and accurately keeping customers happy
- Counted cash drawers
- Handled cash and credit transactions
Dishwasher
Pizza Hut
01.2008 - 01.2009
- Washed dishes, glassware, flatware, pots, and pans, using dishwashers or by hand
- Placed clean dishes, utensils, and cooking equipment in storage areas
- Swept and scrubbed floors
- Assisted employees at different stations in of restaurant helping kitchen staff stay ready for customer needs by cleaning and sanitizing dishes, glassware, and utensils and backed up front of house staff, assisting with table bussing, food running, and restaurant cleaning.
- Completed extra cleaning work on garbage cans, racks, dry storage areas and other fixtures to keep kitchen spotless
- Washed equipment, surfaces, refrigerators, and other areas and applied sanitizing chemicals
- Efficiently loaded and unloaded dishwashers, cleaning by hand large pots or pizza making items used often by kitchen staff
- Increased machine efficiency by scraping and pre-washing dishes
- Boosted team efficiency by keeping kitchen areas organized, clean, and properly sanitized
Car Hop
10.2005 - 11.2006
- Satisfied customers with fast and friendly food, beverage and dessert services
- Met customer needs with fast, friendly, and knowledgeable service
- Completed orders within expected timeframes, relaying items, backing up kitchen, and delivering hot, fresh meals to customers
- Fostered positive experiences with personable, upbeat, and professional car-side service
- Handled challenges calmly, smoothly turning over spaces and keeping customers notified of wait times
- Used one's own knowledge to count customer's change owed back to them to give accurate change due to them and to maintain balance receipts and payments in cash registers (Computer System) after each order transaction made.
Sales Associate/Cashier
Off Store
02.2005 - 07.2005
- Satisfied customers with fast and friendly food, beverage and dessert services
- Met customer needs with fast, friendly, and knowledgeable service
- Completed orders within expected timeframes, relaying items, backing up kitchen, and delivering hot, fresh meals to customers
- Fostered positive experiences with personable, upbeat, and professional car-side service
- Handled challenges calmly, smoothly turning over spaces and keeping customers notified of wait times
- Used one's own knowledge to count customer's change owed back to them to give accurate change due to them and to maintain Balance receipts and payments in cash registers (Computer System) after each order transaction made.
Education
GED -
State of MO Dept. Elementary & Secondary Education
Jefferson City, MO11.2004
Some College (No Degree) - Medical Coding and Billing Specialist
Ultimate Medical Academy - Clearwater
Clearwater, FLSkills
- Documentation and reporting skills
- Good Telephone Etiquette: Professional telephone demeanor
- Flexible and Adaptable
- Exceptional customer service
- Customer retention
- Written and oral communication
Timeline
Customer Service Retention Specialist
H&R Block
01.2023 - 06.2023
In-Home Caregiver
Consumer Direct Personal Care Services
03.2022 - Current
Babysitter
Self Employed
12.2019 - 03.2020
Hotel Front Desk Clerk
Econolodge Inn And Suites
06.2011 - 09.2013
Cashier
Boomland
01.2009 - 05.2010
Dishwasher
Pizza Hut
01.2008 - 01.2009
Car Hop
10.2005 - 11.2006
Sales Associate/Cashier
Off Store
02.2005 - 07.2005
GED -
State of MO Dept. Elementary & Secondary Education
Some College (No Degree) - Medical Coding and Billing Specialist
Ultimate Medical Academy - Clearwater
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