Heather Peterson
Charlotte,NC
Summary
Resourceful Customer Service Representative known for maintaining high productivity and efficiently completing tasks. Skilled in conflict resolution, time management, and communication, ensuring smooth operational flow and customer satisfaction. Excel in active listening, empathy, and adaptability, leveraging these soft skills to navigate customer interactions successfully and foster positive outcomes. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
35
35
years of professional experience
Work History
CSR/Branch Operations Manager
National Oak Distributors Inc.
Charlotte, NC
06.2021 - Current
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Processed orders, forms, applications, and requests.
- Researched required information using available resources.
- Followed up with customers to ensure their satisfaction.
Branch Operations Manager
PBE Jobbers
Hartford, CT
08.2013 - 06.2021
- Ensured compliance with banking regulations and policies.
- Developed strategies to optimize branch operations.
- Monitored staff performance and provided feedback.
- Resolved customer complaints in a timely manner.
- Organized daily workflow to maximize efficiency and productivity.
- Managed inventory levels of cash, supplies, and other resources.
- Recruited, interviewed, and trained new employees as needed.
- Strengthened operational efficiencies and traceability by developing organizational filing systems for billing, receiving and delivery records and reports.
CSR
Casey Folsom
Hartford, CT
08.1998 - 08.2013
- Provided customer service support to customers over the phone and by email.
- Identified customer needs and provided appropriate solutions.
- Processed orders, forms, applications, and requests.
- Researched required information using available resources.
- Followed up with customers to ensure their satisfaction.
- Performed account maintenance activities such as updating client information in databases.
- Consulted with customers regarding needs and addressed concerns.
CSR
Foreign & America
Meriden , CT
08.1989 - 08.1998
- Provided customer service support to customers over the phone and by email.
- Handled customer inquiries and complaints in a timely manner.
- Identified customer needs and provided appropriate solutions.
- Processed orders, forms, applications, and requests.
- Followed up with customers to ensure their satisfaction.
Education
GED -
Orville H. Platt High School
Meriden, CT12-1994
Skills
- Call center experience
- Complaint Handling
- Scheduling
- CRM Software
- Data Entry
- Product Knowledge
- Customer and vendor relations
- Safety protocol
- Opening and closing processes
- Federal Regulations
- Opening and closing procedures
- Staff Supervision
- Familiar with account coding
- Proficient in [Software Program]
- Relationship Building
- Interviewing and Hiring
- Branch Operations Management
- Performance Reviews
- Dependable
Timeline
CSR/Branch Operations Manager
National Oak Distributors Inc.
06.2021 - Current
Branch Operations Manager
PBE Jobbers
08.2013 - 06.2021
CSR
Casey Folsom
08.1998 - 08.2013
CSR
Foreign & America
08.1989 - 08.1998
GED -
Orville H. Platt High School
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