Heather Muzzey
Lithia,FL
Summary
With over two decades of experience, including a pivotal role at Progressive Insurance, I excel in delivering exceptional customer service and mastering multitasking. Renowned for strong communication and a professional demeanor, I've significantly enhanced client satisfaction and team productivity, embodying a blend of hard and soft skills crucial for dynamic work environments.
Overview
27
27
years of professional experience
Work History
Optician
Brandon Family Eye Care
11.2014 - 04 2019
- Provided exceptional customer service while assisting patients with eye wear selection and purchase.
- Dispensed eyeglasses, and conducted accurate optical measurements.
- Made glasses using the in-house lab which included cutting, grinding and polishing lens blanks and mounting lenses in the frame using detailed specifications.
- Increased sales by effectively communicating the benefits of various lens coatings, materials, and frames to customers.
Customer Service Clerk
Hillsborough County Property Appraiser
03.2011 - 02 2012
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Resolved escalated customer complaints with empathy and professionalism, ensuring satisfactory resolutions.
- Organized efficient service responses by directing visitors and callers to the appropriate department/personnel..
- Contributed to a positive work environment through effective communication and teamwork among colleagues.
- Exhibited high energy and professionalism when dealing with clients and staff.
Processor II, Coach, Trainer I
Progressive Insurance
10 1998 - 10 2008
- Subject matter expert in various processing work items and systems with increased productivity and accuracy.
- Maintained accuracy standards and assisted in auditing others.
- Exceeded or maintained productivity and attendance standards.
- Supported team members in their tasks, contributing to overall team success.
- Supported supervisor as needed and kept them apprised of all situations regarding team members.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Cultivated a positive learning environment through open communication, encouragement, and constructive feedback.
- Evaluated employee performance post-training to ensure learning objectives were met and determine areas requiring additional support or coaching.
Dog Breeder
Diamondcrest Farms (Owner)
04 2019 - Current
- Dedicated and knowledgeable Dog Breeder with experience in breeding and caring for purebred dogs.
- Committed to promoting responsible breeding practices and responsible for maintaining accurate and detailed records.
- Educating potential families in choosing the right breed for their family and providing excellent customer service that resulted in many repeat clients.
Dog Trainer (Volunteer)
Imperial Polk Obedience Club
02 2024 - Current
- Instructed group classes to teach essential obedience commands, fostering well-behaved pets in my community.
- Increased client retention by establishing trust and rapport with both dogs and their owners throughout the training process.
Medical Office Manager
Concord Family Vision Center
04 2013 - 09.2014
- Managed four employees with various personalities for a two physician practice.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Managed compliance with attendance and professional behavior while also creating a cohesive team that worked together to meet business goals.
- Facilitated employee hiring and staff retention.
911 Operator
State Of New Hampshire
02 2012 - 12.2012
- Handled sensitive and difficult situations with tact and discretion, maintaining confidentiality as required by law and departmental policies.
- Collaborated with law enforcement agencies to coordinate response efforts during criminal incidents or investigations.
- Provided life-saving assistance through timely delivery of pre-arrival instructions to callers in medical emergencies.
- Continuously updated knowledge which enabled efficient routing of emergency personnel to incident locations.
- Demonstrated excellent multitasking abilities while managing multiple phone lines, radio communications, and computer systems simultaneously.
Guest Service Representative
Tampa Marriott Water Street
12.2009 - 04.2011
- Enhanced guest satisfaction by providing exceptional customer service.
- Provided concierge services to guests on local attractions and dining, enriching their stay.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Managed guest inquiries via telephone and in-person communication.
Timeline
Optician
Brandon Family Eye Care
11.2014 - 04 2019
Customer Service Clerk
Hillsborough County Property Appraiser
03.2011 - 02 2012
Guest Service Representative
Tampa Marriott Water Street
12.2009 - 04.2011
Medical Assistant -
Ultrasound Diagnostic School
Processor II, Coach, Trainer I
Progressive Insurance
10 1998 - 10 2008
Dog Breeder
Diamondcrest Farms (Owner)
04 2019 - Current
Dog Trainer (Volunteer)
Imperial Polk Obedience Club
02 2024 - Current
Medical Office Manager
Concord Family Vision Center
04 2013 - 09.2014
911 Operator
State Of New Hampshire
02 2012 - 12.2012
Education
Medical Assistant -
Ultrasound Diagnostic School
Riverview, FL07.1997
Skills
- Strong verbal and written communication skills
- Excellent customer service
- Ability to multitask and manage time effectively
- Professional and friendly telephone demeanor
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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