Heather Struder
Customer Service Representative
Altoona,United States
Summary
Innovative Call Center Representative providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Inbound Customer Service Representative
BeenVerified.com
09.2019 - Current
- Field incoming calls, help answer questions, and solve customer problems
- Coordinate and analyze with customers to ensure appropriate questioning to identify issues
- Administer and prioritize customer tasks and ensure achievement of deadlines within the required timeframe
- Maintain accuracy of all data and verify the same for all customer service calls.
- Issue refunds when applicable
- Train employees on computer system and how to handle incoming calls
- Handle supervisor calls when supervisors go on lunch and breaks.
Dietary Aide
Altoona Center for Nursing Care
06.2016 - 09.2019
- Help prepare food following instructions while adhering to all safety and health standards
- Set up tables or other dining areas with attention to cleanliness and order
- Deliver dishes and trays at designated times and rooms
- Take down dining areas and collect plates, glasses, etc
- Discard leftovers and take out garbage
- Heather Struder - page 1
- Clean food stations and wash dishes, cooking vessels and silverware
- Stock ingredients and monitor inventory
- Assist in keeping track of expenses and menu planning
- Help maintain kitchen equipment and appliances
- Server
Olive Garden
02.2016 - 05.2016
- Prepare restaurant tables with special attention to sanitation and order
- Help customers make food and drink selection and take and serve orders
- Answer questions or make recommendations for complementary products
- Collaborate with other restaurant servers and kitchen/bar staff
- Deal with complaints or problems with a positive attitude
- Issue bills and accept payment
- Server
Ruby Tuesday
06.2012 - 01.2016
- Take food and drink orders from customers accurately and with a positive attitude
- Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff
- Engage with customers in a friendly manner
- Knowledge of the menu, with the ability to make suggestions
- Ensure tables are enjoying their meals and take action to correct any problems
- Collect payments from tables and prepare checks that itemize and total meal costs and sales taxes
- Help food preparation staff when necessary
- Server
Frisch's Big Boy
11.2010 - 04.2013
- Take food and drink orders
- Communicate with guests about when their food will be ready and any problems that may arise in a friendly and sincere manner
- Interact with other service and cooking staff to ensure speedy and effective operations, so guests receive their food quickly and accurately
- Work with money daily basis, providing accurate change quickly and precisely while continuing to communicate cheerfully with the guests
- Handle food carefully and responsibly while serving guests their dishes
- Provide a friendly and caring experience for every guest that comes into the restaurant, upholding the restaurant’s hospitality standards.
Education
High School Diploma - General Studies
Hatboro-Horsham Senior High School
09.2001 - 05.2004
Skills
TypingPhone EtiquetteCustomer ServiceConflict ResolutionProblem SolvingSupervisory SkillsComplaint Management
High-volume call centers
Inbound sales
Call center operations
Documentation and reporting
Service recommendations
Telemarketing expertise
High-volume call centers
Typing 80 wpm
Product knowledge
Call decisioning
Complaint resolution
Money handling abilities
Multi-line phone talent
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Timeline
Inbound Customer Service Representative
BeenVerified.com
09.2019 - Current
Dietary Aide
Altoona Center for Nursing Care
06.2016 - 09.2019
Olive Garden
02.2016 - 05.2016
Ruby Tuesday
06.2012 - 01.2016
Frisch's Big Boy
11.2010 - 04.2013
High School Diploma - General Studies
Hatboro-Horsham Senior High School
09.2001 - 05.2004