Heather Nielsen
Spreckles,CA
Summary
Dynamic Customer Service Representative with proven expertise at Social Security System, excelling in conflict resolution and active listening. Recognized for transforming customer complaints into positive experiences, enhancing loyalty. Proficient in Microsoft Excel and adept at managing high-stress situations, ensuring customer satisfaction through informed product recommendations and effective problem-solving.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
Social Security System
Salinas, CA
04.2001 - 03.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
EMT
American Ambulance Service Inc.
Santa Rosa, CA
03.2001 - 06.2002
- Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
- Conducted equipment and vehicle checks to maintain continuous and safe operation.
- Maintained a clean and organized ambulance, ensuring optimal readiness for emergency calls.
- Managed inventory of medical supplies, ensuring adequate stock levels for effective emergency response.
- Expedited life-saving interventions by rapidly assessing patients'' conditions based on vital signs, symptoms, and medical history.
- Controlled wounds and injuries en-route to hospitals, prepping patients for advanced treatments or maintaining conditions pre-arrival.
- Maximized ambulance readiness by conducting thorough equipment checks and ensuring all necessary supplies were available for proper emergency response.
- Enhanced the reputation of the EMS service within the community by delivering exceptional patient care during high-stress situations.
Sales / Manager
RadioShack
Salinas, CA
11.1993 - 04.2001
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Education
EMT - EMT
Hartnell College
Salinas, CA05.2001
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Professional telephone demeanor
- Microsoft outlook
- Product knowledge
- Paperwork processing
- Appointment scheduling
Timeline
Customer Service Representative
Social Security System
04.2001 - 03.2025
EMT
American Ambulance Service Inc.
03.2001 - 06.2002
Sales / Manager
RadioShack
11.1993 - 04.2001
EMT - EMT
Hartnell College