Heather Sargent

• Established comprehensive test plans based on project requirements and priorities.
• Conducted root cause analysis for recurring issues, leading to long-term solutions and improved reliability.
• Created a culture of continuous improvement within the QA team through regular training sessions and knowledge sharing activities.
• Developed an efficient defect management process that led to quicker resolutions of issues.
• Manage a large team of over 82 team members to ensure the best quality assurance.
• Lead trainings/briefings
• Work with C-Level executives

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently.
• Proven ability to learn quickly and adapt to new situations.

• Working in the inbound calling department, Call Assistant specialized in scripted inbound calls. With a particular focus in the following call types:
• Appointment setting
• Order taking
• Scripted sales
• Tier one customer service
• Assisted over 40 customers daily by answering questions and transferring to appropriate departments.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved many 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 multiple customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Took over 50 calls per day assisting customers.
• Delivered prompt service to prioritize customer needs.

• Gained greater experience in Customer service and leadership skills. Worked in clothing production and small as is processing development areas.

Helped manage meetings and visits. Ensured that those under me met their required teachings and visits. Coordinated and supported the team I lead to ensure we met our goals and objectives. Conducted regular visits to teach and check on the needs of those in the community.

• Being one of more than 2 million other associates, Wal-Mart was a great place to work. Helping customers save money, for their families and business, also assisting customers when ready to check in or out.

• Duties included painting, decorating, cutting, sewing and putting together sets for shows.

• Delivering a wide range of customer service, from technical support, to billing support. Helping customers save money on many products offered. Convergys was a great way to develop and increase customer support skills, dealing with many different customers and their needs.

• Provide continental breakfast, keeping items stocked, making sure fresh food is served and mostly making guest feel welcomed.

• Company Overview: Part of the cablevision entertainment asset. Clear view cinema is one of the largest exhibitors in the tri-state area.
• Great place to come and see film premiers. Keeping items stocked, food fresh, and tickets supplied some of the great duties involved in keeping clear view an enjoyable place to come.

• Duties included assisting customers in a fast efficient way, from checking them out to helping locate items around the store.