Heather Rolston
St Charles,MO
Summary
Highly enthusiastic customer service professional with 20 years client interface experience. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Overview
24
24
years of professional experience
Work History
Customer service phone/online specialists
Macy's Credit and Customer service
Bridgeton, MO
03.2006 - 03.2016
Addressed over 75 website inquiries per day, to help customers online with Macys.com.Cross-trained and provided back-up for other customer service representatives when needed.Assisted with auditing recorded calls for training purposes.Resolved product issues and shared benefits of new technology.Assisted customers with accessing their accounts online.Interacted with customers billing inquiries over phone and live chat.Developed highly empathetic client relationships which earned customer loyalty.
Collection rep/supervisor
May Company
Bridgeton, MO
09.2000 - 03.2006
Maintained up-to-date knowledge of store policies regarding payments and payment arrangements for 30 to 60 day account receivables.Excelled in exceeding daily payment goals.Cross-trained and provided back-up for other collection representatives when needed.Supervised and supported associates in auditing live calls for training and monthly reviews.Took escalated customer calls when needed.Managed quality communication, customer support for each client. Executed Inbound/outbound calls to existing customer base resulting in 100% increase in payments collected.
Cashier/Cash office
Kmart
Austintown, OH
06.1992 - 05.2000
Worked as a team member performing cashier duties, product assistance and cleaning.Organized weekly sales reports for the sales department to track product success. Prevented store losses using awareness, attention to detail and integrity. Maintained up-to-date knowledge of store policies regarding returns and exchanges. Compiled weekly monetary reports and records for store managers. Maintained adequate cash supply in cash drawers in multiple checkout stations. Assisted customers in finding out of stock items.Stocked and rotated inventory regularly. Processed merchandise returns and exchanges. Maintained organization by returning all merchandise to its proper place.Expressed appreciation and invited customers to return back to the store.
Assembled and tested electronic signs
Kent Displays Inc
Tallmadge, OH
01.1999 - 08.2000
Quickly replaced faulty parts and unit wiring and retested systems. Constructed and tested electronic signs and installed point-to-point wire connectors.Set up sensitive electronic test tools and equipment for the signs.Prepared the glass for the signs in a clean room.
Skills
- Active listening skills
- Sharp problem solver
- Courteous demeanor
- Strong organizational skills
- Seasoned in conflict resolution
- Energetic work attitude
- Customer service expert
- Inventory control familiarity
- Opening/closing procedures
- Large cash/check deposits expert
Accomplishments
Customer Service
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Greeted customers upon entrance and handled all cash and credit transactions.
- Assisted customers over the phone regarding store operations, product, promotions and orders.
- Cashiered with two cash registers at once in tandem to maximize customer flow.
- Adapted with two monitors to access customer accounts and other information at same time.
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Timeline
Customer service phone/online specialists
Macy's Credit and Customer service
03.2006 - 03.2016
Collection rep/supervisor
May Company
09.2000 - 03.2006
Assembled and tested electronic signs
Kent Displays Inc
01.1999 - 08.2000
Cashier/Cash office
Kmart
06.1992 - 05.2000
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