Summary
Overview
Work History
Education
Skills
Timeline
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Heather Rice

San Angelo

Summary

Dynamic customer service professional with a proven track record at HCSC, excelling in conflict resolution and service excellence. Recognized for enhancing customer loyalty through effective complaint handling and data entry skills. Adept at fostering strong relationships and delivering high-quality support, consistently exceeding performance metrics.

Customer service professional with proven background in resolving customer concerns efficiently and effectively. Known for fostering collaborative team efforts and achieving consistent results. Reliable and adaptable, with excellent communication and conflict resolution skills.

Experienced with addressing and resolving customer inquiries and complaints. Utilizes communication and problem-solving skills to ensure customer satisfaction. Track record of maintaining high client satisfaction and loyalty.

Overview

16
16
years of professional experience

Work History

Customer Advocate II

HCSC
10.2022 - Current
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
  • Listened to customers in actively to assess issues and provide accurate information.
  • Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
  • Conducted thorough research to provide accurate information and resolve complex issues for customers.
  • Documented customer concerns and inquiry resolutions in internal computer system.
  • Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.

Courier Contractor

SDSRX
09.2021 - Current
  • Expedited urgent deliveries by prioritizing tasks effectively under tight deadlines, without compromising quality or accuracy.
  • Provided excellent customer service during pick-ups and deliveries, fostering strong rapport with clients for repeat business opportunities.
  • Enhanced delivery efficiency by optimizing routes and time management strategies.
  • Operated scanning devices efficiently, ensuring accurate input of package data into the tracking system.
  • Demonstrated adaptability when managing unexpected changes in delivery schedules due to unforeseen circumstances.
  • Minimized potential damage by carefully handling fragile parcels and adhering to specific packing requirements.
  • Supported the onboarding and training of new courier contractors, sharing best practices for route optimization and time management.

Online Personal Shopper

Walmart
12.2020 - 03.2021
  • Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
  • Reviews orders prior to pick up for accuracy and purchase-by dates.
  • Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
  • Worked productively with customers to meet order requirements and service expectations.
  • Consistently met deadlines and quality goals for accuracy and timeliness.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
  • Tracked substitutions and informed customers of changes.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Demonstrated a keen eye for detail in selecting high-quality products that met customers'' exact specifications.

Customer Advocate II

HCSC
02.2018 - 12.2020
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
  • Listened to customers in actively to assess issues and provide accurate information.
  • Conducted thorough research to provide accurate information and resolve complex issues for customers.
  • Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
  • Documented customer concerns and inquiry resolutions in internal computer system.
  • Generated higher customer loyalty by consistently meeting or exceeding service-level agreements and performance metrics.
  • Increased overall efficiency by streamlining workflows within the customer advocate team.

Customer Service Representative

Sitel
09.2016 - 02.2018
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Senior Assistant Manager

Cinemark
04.2009 - 05.2016
  • Led a team of junior assistants, ensuring efficient task completion and professional development.
  • Oversaw daily operations, ensuring compliance with company policies and industry regulations while optimizing resources for maximum output.
  • Mentored junior staff members to enhance their skills, promoting growth within the company.
  • Cultivated a positive work environment by fostering teamwork, encouraging open communication, and celebrating individual achievements.
  • Facilitated seamless employee training programs that resulted in higher retention rates and increased job satisfaction among new hires.
  • Managed multiple projects concurrently, ensuring on-time and on-budget delivery.
  • Collaborated with cross-functional teams to drive business objectives and ensure project success.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Implemented cost-saving measures that contributed to improved profitability without sacrificing quality or service levels.
  • Optimized inventory controls through accurate forecasting methods and prudent purchasing decisions.
  • Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
  • Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
  • Developed and managed employee schedules, balancing individual requests and requirements with business needs.
  • Delivered top-notch customer service by addressing concerns promptly and maintaining open lines of communication with clients.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Enhanced customer satisfaction through timely issue resolution and proactive communication.
  • Coordinated staff schedules to ensure adequate coverage during peak times while minimizing overtime expenses.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.

Education

Business Management/sales And Marketing

DeVry University
Texas

Skills

  • Service excellence
  • Data entry skills
  • Data entry
  • Educating customers
  • Conflict resolution
  • Complaint handling
  • Customer research
  • Service-oriented mindset

Timeline

Customer Advocate II

HCSC
10.2022 - Current

Courier Contractor

SDSRX
09.2021 - Current

Online Personal Shopper

Walmart
12.2020 - 03.2021

Customer Advocate II

HCSC
02.2018 - 12.2020

Customer Service Representative

Sitel
09.2016 - 02.2018

Senior Assistant Manager

Cinemark
04.2009 - 05.2016

Business Management/sales And Marketing

DeVry University

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Heather Rice