Heather Neff
Antioch,TN
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
5
5
years of professional experience
Work History
Customer Service Associate
Lowes Home Improvment
Tullahoma, TN
03.2022 - Current
- Maintained knowledge of current sales promotions and new product releases.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collected deposits or payments and arranged for billing.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Addressed customer questions and concerns regarding products and services.
- Consulted with customers regarding needs and addressed concerns.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted available products and services to customers during service, account management and order calls.
- Followed policies and procedures to meet or exceed established performance requirements.
- Updated databases with new and modified customer data.
- Resolved customer inquiries in a timely manner.
- Suggested product solutions based on individual customer needs.
- Contacted customers about potential service upgrades, new services and account changes.
- Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Provided product recommendations based on customer needs.
Project Coordinator
Flood Brothers
Manchester, Tennessee
06.2021 - 02.2022
- Managed portfolio of projects to drive on-time deliverables within scope and budget.
- Prepared status reports to communicate progress to stakeholders and management teams.
- Produced thorough, accurate and timely reports of project activities.
- Developed and implemented project plans, established timelines, tracked progress and ensured deadlines were met.
- Introduced change improvement plans to achieve goals, methodologies and initiatives.
- Managed communication channels between various teams involved in the execution of complex projects.
- Identified project needs by reviewing project objectives and schedules.
Broker
Western Express, Inc.
Nashville, Tennessee
02.2021 - 05.2021
- Cultivated relationships with suppliers, negotiating contracts for new commodity sources.
- Coordinated with internal teams, including analysts and support staff, to ensure seamless execution of investment strategies and client service.
- Developed new practices to increase efficient delivery of commodities and product process compliance.
- Collaborated closely with sales team members to develop marketing materials that accurately reflect company policies and procedures.
- Managed high-stress situations effectively, making critical decisions under tight deadlines to safeguard client interests.
Cargo Claims Adjuster
Western Express, Inc.
Nashville, Tennessee
07.2020 - 02.2021
- Interpreted insurance policy language to apply appropriate coverage.
- Calculated and authorized payment of claims within designated authority level.
- Negotiated and settled claims according to information presented through reports, research, and data verification.
- Identified and obtained evidence to ascertain claim value.
- Investigated questionable claims to determine payment authorization.
- Completed required investigations on referred files within established timeframes.
Customer Service Representative
Western Express, Inc.
Nashville
03.2020 - 07.2020
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Answered customer inquiries via phone, email, and chat.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Developed positive relationships with customers through friendly interactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Billing Administrator
Western Express, Inc.
Nashville, TN
08.2019 - 03.2020
- Participated in special projects related to improving efficiency in the department's operations.
- Trained new staff members on proper use of the company's billing system software.
Education
Some College (No Degree) - Information Technology
Maricopa Community Colleges, Rio Salado Community College
Tempe, AZSkills
- Point of sale systems
- Complaint escalation
- Inventory control
- Assertiveness
- Product knowledge
- Customer service
- Project management
- Cross-functional team collaboration
- Team collaboration
- Account updating
- Refunds and exchanges
- Customer complaint resolution
- Guest services
- Negotiation
- Inbound and outbound calling
- Appointment scheduling
- Software troubleshooting
- Stock replenishment
- Complex Problem-solving
- Complaint handling
- Multi-line phone systems
- POS system operation
- Refunds processing
- MS office proficiency
- Problem resolution
- Merchandise upselling
- Customer support
- Hospitality and accommodation
- Clerical support
Timeline
Customer Service Associate
Lowes Home Improvment
03.2022 - Current
Project Coordinator
Flood Brothers
06.2021 - 02.2022
Broker
Western Express, Inc.
02.2021 - 05.2021
Cargo Claims Adjuster
Western Express, Inc.
07.2020 - 02.2021
Customer Service Representative
Western Express, Inc.
03.2020 - 07.2020
Billing Administrator
Western Express, Inc.
08.2019 - 03.2020
Some College (No Degree) - Information Technology
Maricopa Community Colleges, Rio Salado Community College