Heather Stidham
Austell,GA
Summary
Accomplished Customer Service Specialist with proven expertise in account management and CRM software, honed at The City of East Point and Pilkington, NSG. Excelled in customer retention and adept in de-escalation, consistently enhanced operational efficiencies and customer satisfaction through diligent problem-solving and effective communication.
Overview
25
25
years of professional experience
Work History
HUMAN RESOURCES ASSISTANT (CONTRACT)
Atlanta Metropolitan State College
02.2024 - Current
- Maintained compliance with federal and state labor laws by conducting regular audits of HR practices and documentation.
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered and redirected incoming phone calls for office.
- Processed employee termination paperwork at direction of supervisory staff.
- Scheduled and coordinated interviews between hiring managers and potential candidates.
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
CUSTOMER SERVICE SPECIALIST (CONTRACT)
The City Of East Point
12.2023 - 01.2024
- Performed administrative duties such as data entry, order processing, billing inquiries, account maintenance
- Resolved escalated customer issues quickly and efficiently while adhering to company policy
- Developed effective relationships with customers through active listening, problem-solving, and follow-up communication
- Updated and maintained database with accurate customer information and timely data entry
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
- Actively participated in team meetings offering suggestions for improving operational efficiencies.
SHIPPING AND RECEIVING CLERK (CONTRACT)
All South Warehouse DBA International Paper
07.2023 - 11.2023
- Maintained accurate inventory levels through regular cycle counts and updating the warehouse management system accordingly.
- Facilitated smooth communication between logistics partners, warehouses, and customers regarding shipment updates or delays for a seamless experience.
- Drafted and managed work and shipping orders, bills of lading, and shipping route materials for accurate and compliant recordkeeping.
- Expedited delivery times by collaborating closely with carriers to schedule timely pickups and drop-offs for shipments.
- Communicated with vendors and suppliers to verify timely delivery of goods.
- Demonstrated strong organizational and time management skills while managing multiple projects.
CUSTOMER SERVICE REPRESENTATIVE III
Pilkington, NSG
03.2022 - 04.2023
- Handled inbound calls up to 250 calls per day on average while also making outbound calls to customers
- Looked up part numbers for automobile glass, handled complaints, and processed orders for customers
- Worked with SAP and SOFE software
- Took customers payments and reconciled accounts that were in collection status.
PROCESSOR/UNDERWRITER
DCA Georgia Rental Assistance
03.2021 - 03.2022
- Processed tenant and landlord applications by obtaining all required documents
- Maintained tenant/landlord files for recertification
- Scheduled payments to the tenant or the landlord
- Adhered to all federal guidelines regarding the program.
SERVER
Chili's Grill and Bar
04.2017 - 01.2019
- Worked with POS system to place orders, manage bills, and handle complimentary items for dissatisfied customers
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers
- Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays, and delivery bags
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies
- Balanced out credit card and cash payments at the end of each shift.
MORTGAGE PROCESSOR
Flagstar Bank
01.2013 - 03.2017
- Coordinated closing process with attorneys, title companies, and government clerks
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues
- Set up and completed loan submission packages
- Handled any conditions sent from underwriting
- Filed completed loan applications with underwriting and made approval or denial recommendations.
DELIVERY TRUCK DRIVER
Orgill, Inc.
08.2005 - 12.2012
- Enforced on-time shipment of products to create exceptional customer experiences
- Operated equipment such as hand trucks and carts to efficiently load and unload vehicles, consistently maintaining tight timetables
- Organized all shipping paperwork and documented customer payments to keep records accurate and current
- Offered every customer outstanding service, promoting high satisfaction, and cementing loyalty
- Completed regular inspections and maintenance actions, as well as basic equipment repairs, to keep equipment operating at peak levels.
BARTENDER/SERVER/KEY HOURLY
Semolina's
11.1998 - 07.2005
- Set and enforce policies focused on increasing team productivity and strengthening operational efficiency
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
- Trained team members in successful strategies to meet operational and sales targets
- Onboarding new employees, including training, mentoring, and new hire documentation
- Balanced out server and bartender checkouts at the end of each shift.
Education
Certified Interpreter - Sign Language Interpretation
Bishop State Community College
Mobile, AL09.1999
High School Diploma -
Mary G Montgomery
Semmes, AL05.1996
Skills
- Account Management
- Customer Order Management
- Customer Retention
- Report Generation
- CRM Software
- De-Escalation Techniques
- Telephone Etiquette
- Multitasking
- Administrative and Office Support
- MS Office
- SAP
- Shipping and receiving
Timeline
HUMAN RESOURCES ASSISTANT (CONTRACT)
Atlanta Metropolitan State College
02.2024 - Current
CUSTOMER SERVICE SPECIALIST (CONTRACT)
The City Of East Point
12.2023 - 01.2024
SHIPPING AND RECEIVING CLERK (CONTRACT)
All South Warehouse DBA International Paper
07.2023 - 11.2023
CUSTOMER SERVICE REPRESENTATIVE III
Pilkington, NSG
03.2022 - 04.2023
PROCESSOR/UNDERWRITER
DCA Georgia Rental Assistance
03.2021 - 03.2022
SERVER
Chili's Grill and Bar
04.2017 - 01.2019
MORTGAGE PROCESSOR
Flagstar Bank
01.2013 - 03.2017
DELIVERY TRUCK DRIVER
Orgill, Inc.
08.2005 - 12.2012
BARTENDER/SERVER/KEY HOURLY
Semolina's
11.1998 - 07.2005
Certified Interpreter - Sign Language Interpretation
Bishop State Community College
High School Diploma -
Mary G Montgomery
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