Results-focused Supervisor offering successful background leading talented sales personnel. Successful at engaging with staff by discussing sales performance, maintaining accountability and acknowledging excellent performance. Driven to maintain service standards by supporting staff in handling service issues and customer communications. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Hi, I’m
Heather Richey
Customer Service
Galveston,IN
Summary
Overview
23
years of professional experience
2
years of post-secondary education
Work History
Gabe'sKokomo, IN
Front End Supervisor
06.2021 - Current
Job overview
- Trained team members in successful strategies to meet operational and sales targets.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Monitored cash drawers in 12 checkout stations to verify adequate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Created employee schedules to align coverage with forecasted demands.
Richey ServicesGalveston, IN
Customer Service Coordinator
01.2000 - 06.2021
Job overview
- Proactively managed the client's needs to ensure that their expectations are met
- Served as the escalation point for customer troubles and issues
- Created training documents and materials, including audio, visual and written curriculum
- Resolved concerns with products or services to help with retention and drive sales.
- Explained charges, fees, terms of sales, and service agreements to over 100 customers daily.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Responded to customer needs through competent customer service and prompt problem-solving.
Hot Topic Media, IncSanta Monica, CA
Customer Service Manager
01.2003 - 12.2009
Job overview
- Managed a team of over 50 customer service representatives that handled billing, shipping, and customer service.
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Education
Indiana UniversityKokomo
Bachelor of Science from General Studies
01.2001 - 05.2003
University Overview
- Dean's List
Skills
Customer Service (10 years)undefined
Additional Information
Additional Information
- Authorized to work in the US for any employer
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Front End Supervisor
Gabe's
06.2021 - Current
Customer Service Manager
Hot Topic Media, Inc
01.2003 - 12.2009
Indiana University
Bachelor of Science from General Studies
01.2001 - 05.2003
Customer Service Coordinator
Richey Services
01.2000 - 06.2021
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