Heather Pleasanton
Dunlap,TN
Summary
Hardworking Customer Service Representative with 6+ years of experience working directly with customers to build rapport and a positive relationship. Trained heavily in structure, documentation, and time management with extensive knowledge of dispatching and the electrical industry with proven multitasking abilities. Committed to maintaining professional relationships with clients both internally and externally while also being adaptive to working independently.
Overview
10
10
years of post-secondary education
12
12
years of professional experience
Work History
Dispatcher
Cooperative Response Center
Dunlap, TN
07.2016 - 03.2021
- Performing the duties as described in the customer service field at Cooperative Response Center per this CV (Curriculum Vitae) in addition to the following duties,
- Dispatching for an industry that serves nearly 500 members and associate members in 47 states, representing over 10 million consumers
- Calling crew members to establish Line crew assembly and dispatch response in 10 minutes or less (5 minutes or less for emergency situations)
- Utilize and understand company software to track outage and non-outage situations and contact crews/supervisor of the respective cooperative/municipal/911 center as needed.
- Once a crew is dispatched, keeping a detailed track on the status of the crews safety as well as the condition of the outages and obtaining estimated time of arrival for 911 if needed
- Obtaining outage and non-outage cause information as applicaple to provide a recording for members/customers of the cooperatives/municipals that CRC serves
- Keeping detailed track of all available field personnel and all in-progress and completed calls in addition to crews that are on sleep time
- Highly detailed documenting of all changes in computer tracking system to ensure of crew location
- Dispatch, maintain, and track multiple crews in emergency events such as severe weather, hurricane, etc
- Performing periodic scheduled safety checks via telephone, pager, text, and/or radio to crews
CSR - Customer Service Representative
Cooperative Response Center
Dunlap & Remote, TN
01.2015 - 03.2021
- Call handling in a fast paced work environment to assist 100+ customers per day, providing successful solutions in a polite manner using active listening to ensure customer retention
- Maintain strong company product and service knowledge to better assist customers with concerns, questions and general education
- Extensive documentation in an orderly fashion by utilizing active listening and company internal software
- Answer calls by utilizing the company's call management system and other software
- Train new employees in data entry, how to converse with customers and new technologies
- Maintain relationships with municipals/cooperatives and both internal and external clients.
- Credit negotiations (payment extensions, arrangements, turn-ons and turn-offs).
- Respond to billing inquiries and handle customers’ high bill complaints.
- Report electric and gas emergencies and outages.
- Provide data to customers requesting new services and/or construction.
- Seek resolution of customer complaints.
- Refer customers to network of agencies able to provide financial assistance.
Customer Service Advocate
Cigna
Remote
07.2021 - Current
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
- Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy.
- Communicated effectively and extensively with other departments to resolve claims is
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
Education Account Manager
Varsity Tutors
Remote
04.2021 - 06.2021
- Assess and understand the needs of our clients to be able to make recommendations for educational products and services
- Achieve sales and client renewal targets set by management
- Engage actively by phone with customers for a minimum of 3-4 hours per shift, 65-80+ calls per day
- Understand the products and services offered
- Assist in client service and build strong relations with our students and families
- Manage client records to ensure proper follow-up
- Communicate effectively with internal team and external customers
- Take credit card information and process payments as needed
Waitress/Head Waitress
The Mill
Dunlap, TN
05.2011 - 03.2012
- Assigned work tasks and coordinated activities of dining room personnel to provide prompt and effective service to patrons.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Scheduled numerous reservations and managed seating arrangements simultaneously in high-traffic entertainment restaurant while maintaining calm, professional demeanor.
- Applied communication and problem-solving skills to resolve customer complaints and promote long-term loyalty
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions
Waitress
Johnson's Steak & Rib
Dunlap, TN
05.2010 - 08.2010
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Kept server areas clean and stocked during service hours to increase efficiency while working tables.
- Greeted new customers, discussed specials, took drink orders and built immediate positive connections with guests.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Supervised restocking of salad bar and buffet for breakfast service.
- Used cash registers and credit card machines to cash out customers.
Education
J.D. - Criminal Justice-Homeland Security
Liberty University
Lynchburg, VA 03.2020 - Current
Master of Science - Criminal Justice-Forensic Psychology
Liberty University
Lynchburg, VA 01.2019 - 12.2019
Bachelor of Science - Criminal Justice
The University of Tennessee - Chattanooga
Chattanooga, TN 01.2017 - 12.2018
Associate of Science - Criminal Justice
Chattanooga State Community College
Chattanooga, TN 01.2015 - 12.2016
High School Diploma -
Sequatchie County High School
Dunlap, TN 08.2007 - 05.2011
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
Account verification
Complaint resolution
Documentation and reporting
Customer support
Inbound phone calls
Problem-solving skills
Account management
Verbal and written communication
Cash Handling
Payment processing
Microsoft Office
Call center operations
Customer Relationship Management
Gathering information
Average typing 70 wpm with 96% accuracy
Quote
If you really look closely, most overnight successes took a long time.
Steve Jobs
Timeline
Customer Service Advocate
Cigna
07.2021 - Current
Education Account Manager
Varsity Tutors
04.2021 - 06.2021
J.D. - Criminal Justice-Homeland Security
Liberty University
03.2020 - Current
Master of Science - Criminal Justice-Forensic Psychology
Liberty University
01.2019 - 12.2019
Bachelor of Science - Criminal Justice
The University of Tennessee - Chattanooga
01.2017 - 12.2018
Dispatcher
Cooperative Response Center
07.2016 - 03.2021
Associate of Science - Criminal Justice
Chattanooga State Community College
01.2015 - 12.2016
CSR - Customer Service Representative
Cooperative Response Center
01.2015 - 03.2021
Waitress/Head Waitress
The Mill
05.2011 - 03.2012
Waitress
Johnson's Steak & Rib
05.2010 - 08.2010
High School Diploma -
Sequatchie County High School
08.2007 - 05.2011