Heather Reed
Gilbert,SC
I have a theory and I really believe it. I think your worst weakness can become your greatest single strength.
Barbara Corcoran
Summary
Highly motivated professional with 30 years of entrepreneurial and management experience. Skillfully creates and maintains professional and loyal relationships with co-workers, staff and clients while managing administrative and sales employees. Comfortable working independently as manager and leader and as collaborative team member. Applies business acumen and experience and exercises decisive judgment to meet and exceed organizational goals.
Overview
21
21
years of professional experience
Work History
Business Owner
Heather’s Personal Care
Gilbert, SC
03.2003 - Current
- Established marketing strategies, such as social media campaigns, to promote the business.
- Negotiated contracts with vendors for supplies and services.
- Monitored cash flow to ensure proper budgeting of resources.
- Created a customer service policy to ensure customers were satisfied with products or services.
- Managed inventory levels to meet customer demand while minimizing costs.
- Reviewed financial statements on a monthly basis in order to assess financial health of the organization.
- Created and maintained page layout templates for the company website.
- Provided technical support to internal teams in order to ensure pages were updated regularly.
- Utilized HTML, CSS, JavaScript, and other programming languages as needed when creating new pages.
- Greeted and assisted customers with booking reservations and answering additional questions, both in person and over phone.
- Assessed client's needs and developed individual care plans accordingly.
- Transported clients to doctor appointments or other necessary outings.
- Conducted light housekeeping duties including laundry, cleaning and meal preparation for clients.
- Responded quickly in emergency situations in a calm manner.
- Provided emotional support during end-of-life transitions.
- Developed strong relationships with clients based on trust and respect.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Documented all customer interactions within the company's database system.
- Developed strategies to increase customer engagement through live chat support.
- Provided technical support to customers via email, phone and online chat.
Office Manager
Palmetto Asset Management
Lexington, SC
03.2011 - 01.2023
- Developed and implemented effective strategies to ensure compliance with applicable laws and regulations.
- Created a comprehensive document control procedure to ensure timely updates of all documents related to the management system.
- Organized training sessions for personnel on new policies, processes, and systems related to the management system.
- Reviewed existing processes and procedures for efficiency improvements, cost savings, or other benefits.
- Collected company information and developed PowerPoint presentations for use in decision-making.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Assisted customers with installation of new hardware and software applications.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Supported customers with online billing, access and account issues.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Developed and maintained a team of call center representatives to meet performance standards.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Assisted in hiring new personnel when needed as well as provided ongoing training and development initiatives.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
Education
Some College (No Degree) - Business Administration And Management
Skills
- Regulatory Compliance
- Business Development
- Contract Management
- Strategic Planning
- Quality Assurance
- Business Planning
- Financial Management
- Staff Management
- Employee Development
- Customer Service
- Talent Allocation
- Project Management
- Employee Training
- Business Administration
- Vendor Relationship Management
- Staff Hiring
- Process Improvement
- Budget Control
- Business Marketing
- Customer Relations
- Relationship Building
- Corporate Governance
- Professional Networking
- Strategic Decision-Making
- Team Collaboration and Leadership
- Trends Analysis
- Financial Administration
- Human Resources Management
- Policies and Procedures Development
- Negotiation and Persuasion
- Purchasing and Planning
- Financial Planning
- Attention to Detail
- Bookkeeping
- Issue Resolution
- Work Planning and Prioritization
- Task Delegation
- Operations Management
- Social Media Marketing
- Call Routing
- Call Center Operations
- Strong Leadership
- Performance Updates
- Call Center Customer Service
- Employee Motivation
- Productivity Standards
- Team Coaching
- Escalation Management
- Quality Controls
- Scheduling Expertise
- Recruitment and Hiring
- Report Preparation
- Call Monitoring
- Script Development
- Staff Training
- Search Engine Optimization
- Strategic planning
- Budgeting
- Business planning
- Business administration
- Staffing oversight
- Coaching and mentoring
- Effective leader
- Relationship building
- Inventory management
- Employee scheduling
- Client account management
- Staff training/development
- Operations management
- Consulting
Languages
English
Native/ Bilingual
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Office Manager - Palmetto Asset Management
03.2011 - 01.2023
Business Owner - Heather’s Personal Care
03.2003 - Current
Ashworth College - Some College (No Degree), Business Administration And Management
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