Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Heather Neal

Fort Wayne,IN

Summary

Dynamic Customer Service Manager with a proven track record at Build A Computer, excelling in conflict management and complaint resolution. Adept at enhancing team productivity and customer satisfaction through effective leadership and exceptional communication skills. Recognized for implementing innovative solutions that streamlined operations and improved service delivery.

Overview

15
15
years of professional experience

Work History

Customer Service Manager

Build A Computer
Fort Wayne, IN
04.2009 - 06.2021
  • Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Audited customer account information to identify issues and develop solutions.
  • Organized client contracts, records, and reports to strengthen traceability.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Conducted research and reviewed findings to solve customer issues.
  • Monitored phone calls to provide feedback and coaching.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
  • Reviewed accounts for payments received or approved credit arrangements.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.

Customer Service Representative

NiSource
Merrillville, IN
09.2007 - 02.2009
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Answered customer inquiries via phone, email, and chat.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Group Home Coordinator

Indiana Mentor
Fort Wayne, IN
06.2006 - 08.2007
  • Provided emotional support and guidance to individuals experiencing difficulties or crises situations.
  • Arranged appointments with healthcare professionals for medical checkups or follow up visits as needed.
  • Participated in team meetings to discuss individual case plans and outcomes.
  • Engaged in regular interactions with individuals to assess their needs and provide appropriate interventions.
  • Remained level-headed and proactive during emergency situations.
  • Managed household errands and other essential duties.

Education

Some College (No Degree) - EMT

Ivy Tech Community College of Indiana
Fort Wayne, IN

Some College (No Degree) - Business

Ivy Tech Community College of Indiana
Fort Wayne, IN

Some College (No Degree) - Medical Technology

Ivy Tech Community College of Indiana
Fort Wayne, IN

Skills

  • Excellent time management skills
  • Product and service solutions
  • Exceptional telephone etiquette
  • Conflict management
  • Verbal and written communication
  • Product knowledge
  • Escalation handling
  • Workflow management
  • Complaint resolution
  • Administrative support
  • Billing and filing
  • Schedule coordination

Affiliations

  • I currently volunteer my time to help manage a nonprofit organization. The nonprofit helps men who struggle with alcohol and drug addictions. I help with the program by showing up to court, and helping to get the men jobs in the community. I also help raise funds to pay for essentials for the halfway house.

Timeline

Customer Service Manager

Build A Computer
04.2009 - 06.2021

Customer Service Representative

NiSource
09.2007 - 02.2009

Group Home Coordinator

Indiana Mentor
06.2006 - 08.2007

Some College (No Degree) - EMT

Ivy Tech Community College of Indiana

Some College (No Degree) - Business

Ivy Tech Community College of Indiana

Some College (No Degree) - Medical Technology

Ivy Tech Community College of Indiana
Heather Neal