Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Heather Smith

Russell,MA

Summary

Dynamic customer service professional with a proven track record at CIRCLE K, excelling in critical thinking and active listening. Successfully resolved conflicts, enhancing customer loyalty and retention. Demonstrated leadership as a Shift Manager, fostering team performance and ensuring high satisfaction rates through effective training and support.

Overview

4
4
years of professional experience

Work History

Customer Service Representative

CIRCLE K
06.2024 - Current
  • 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.
  • Responded to customer requests for products, services, and company information.
  • 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.

Shift Manager

Dunkin Donuts
09.2022 - 06.2024
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Kept employees operating productively and working on task to meet business and customer needs.

Shift Manager

Dollar General
02.2021 - 06.2022
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
  • Led by example, demonstrating strong work ethic and commitment to excellence, inspiring staff to achieve their best.

Education

Business Administration

Holyoke Community College
Holyoke, MA

Skills

  • Critical thinking
  • Active listening
  • Customer service

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved [Result] through effectively helping with [Task].

Timeline

Customer Service Representative

CIRCLE K
06.2024 - Current

Shift Manager

Dunkin Donuts
09.2022 - 06.2024

Shift Manager

Dollar General
02.2021 - 06.2022

Business Administration

Holyoke Community College

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Heather Smith