Quote
Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Generic
Heather Thill

Heather Thill

Salem,VA

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Summary

Personable and dedicated Customer Service Representative with extensive experience in multiple customer service industries. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

14
14
years of professional experience

Work History

Server

Texas Roadhouse
Roanoke, VA
03.2021 - 01.2021
  • Ensured customer satisfaction and handled customer complaints in a professional manner.
  • Maintained cleanliness of the restaurant, including dining room, kitchen, restrooms, and parking lot.
  • Provided leadership to servers and other restaurant staff members by setting an example of excellent service.
  • Assisted with training new servers on company policies and procedures as well as proper food handling techniques.
  • Inspected all tables prior to seating guests in order to ensure cleanliness standards were being met.
  • Addressed customer concerns promptly and effectively while maintaining a high level of professionalism at all times.
  • Performed opening and closing duties such as counting money, cleaning equipment, stocking shelves..
  • Created positive guest experience by listening to guest needs and recommending options to meet requests.
  • Maintained thorough knowledge of menu to describe dining options.
  • Directed and assisted in general dining room cleaning and sanitation.
  • Cleared dishes from tables during and after meal service to maintain clean dining area.
  • Attended meetings to learn and share information and find ways to enhance customer dining experience.
  • Leveraged POS system to receive and take guest orders and process payment.
  • Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
  • Verified guest satisfaction with meals and suggested additional items to increase restaurant sales.
  • Used suggestive selling techniques to entice customers with more expensive or higher-margin items and add-ons.
  • Calculated charges, issued table checks and collected payments from customers.
  • Verified legal drinking age before serving beer, wine and liquor to comply with state law.
  • Rolled silverware and set up food stations and dining areas to prepare for next shift or large parties.
  • Prepared salads, appetizers and garnishes to assist kitchen staff.
  • Explained menu options to guests, offered suggestions and took orders for food and beverages.
  • Maintained polite and professional demeanor to patrons to encourage inquiries and order placements.

Customer Care Navigator

United Healthcare
Roanoke, VA
03.2020 - 09.2020
  • Resolved customer issues in a timely manner.
  • Maintained accurate records of customer interactions and transactions.
  • Adhered to all company policies and procedures related to customer service.
  • Followed up with customers to ensure their satisfaction with the resolution of their issue.
  • Offered support for technical problems associated with products or services purchased by the customer.
  • Communicated courteously with customers by telephone, email, or chat systems.
  • Updated existing customer information as needed in company databases.
  • Worked collaboratively within a team environment to meet departmental goals.
  • Documented all call information according to standard operating procedures.
  • Demonstrated excellent listening skills while interacting with customers.
  • Utilized problem-solving techniques when resolving challenging customer issues.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Consulted with customers regarding needs and addressed concerns.
  • Built sustainable relationships and engaged customers by going extra mile.
  • Trained and supervised new employees to promote overall team productivity and consistent service.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Referred unresolved customer grievances to designated departments for further investigation.

Server

The Homeplace Restaurant And Catering
Catawba, VA
07.2019 - 03.2020
  • Greeted guests and provided menus.
  • Provided excellent customer service to ensure satisfaction.
  • Assisted in training new servers.
  • Prepared drinks according to standard recipes.
  • Took orders from customers accurately and in a timely manner.
  • Checked food before serving it to customers.
  • Delivered food orders promptly and courteously.
  • Monitored dining room for cleanliness and proper set-up at all times.
  • Responded efficiently to guest inquiries and complaints in a professional manner.
  • Ensured that each guest was served courteously, quickly, and efficiently.
  • Accurately recorded orders on cash register and point-of-sale system.
  • Maintained records of transactions made during shift as required by law or company policy.
  • Performed opening and closing duties such as setting up the dining area, restocking supplies..
  • Collaborated with other restaurant staff members to ensure efficient operations within the restaurant environment.
  • Handled money transactions accurately while following company procedures for handling cash payments.
  • Followed health safety guidelines when preparing and serving food products.
  • Communicated effectively with kitchen staff regarding customer allergies or special requests.
  • Upheld high standards of sanitation in accordance with health department regulations.
  • Stayed informed about daily specials, new menu items, promotions.
  • Provided exceptional service to high volume of daily customers.
  • Greeted customers, answered questions and recommended specials to increase profits.
  • Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
  • Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
  • Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
  • Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.

Customer Service Representative

United Healthcare
Roanoke, VA
08.2018 - 11.2018
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Reviewed and processed prescription benefit requests from medical providers, pharmacies and members.
  • Analyzed member eligibility for prescription benefits in accordance with plan provisions.
  • Provided customer service to members regarding inquiries related to pharmacy benefits and coverage.
  • Assisted in developing strategies to improve the prescription benefit program.
  • Researched, identified and resolved discrepancies between claims processing systems.
  • Utilized various software programs such as Microsoft Office Suite and proprietary claim system applications.
  • Processed prior authorization requests for medications according to plan guidelines.
  • Maintained accurate records of all prescriptions submitted by members and physicians.
  • Facilitated communication between providers, pharmacists, and members concerning medication coverage issues or questions.
  • Collaborated with other departments to ensure timely resolution of claims payment issues.
  • Evaluated changes in policies or procedures that impact the delivery of prescription drug services.
  • Developed reports on utilization patterns of prescription drugs within the organization's network of providers.
  • Assisted with training new staff on processes related to the management of prescription benefits.
  • Provided guidance on resolving complex pharmacy benefit matters.
  • Investigated complaints from members about their experience with the prescription benefit program.
  • Conducted research into best practices for managing a successful prescription benefit program.
  • Participated in meetings with internal stakeholders regarding updates or changes to policies impacting the delivery of pharmacy services.
  • Analyzed data from various sources to identify potential areas where cost savings could be achieved within the pharmacy benefit program.

Lead Teacher

Honey Tree Learning Center
Salem, VA
08/17/22 - 09/25/23
  • Collaborated with other school staff to ensure that all students have access to a safe and supportive learning environment.
  • Coordinated professional development activities for teachers within the department.
  • Monitored classroom instruction on a regular basis through observation, feedback, and collaboration with teachers.
  • Conducted individualized academic interventions for struggling students as needed.
  • Attended district meetings related to curriculum changes or initiatives.
  • Assisted in transitioning new students into the classroom setting by creating individual plans based on their unique needs.
  • Ensured compliance with state regulations related to health standards such as hand washing procedures.
  • Provided comfort and support during times of distress or illness when necessary.
  • Supervised student volunteers who came into the classroom from outside organizations or schools.
  • Conducted regular assessments of each infant's skills in order to measure progress throughout the year.
  • Developed and implemented age-appropriate curricula for infants that incorporated both physical and cognitive activities.
  • Provided a safe, nurturing environment in which children could learn and grow.
  • Encouraged language development through reading stories, singing songs, and playing games with the infants.
  • Monitored each infant's growth and development on an individual basis.
  • Maintained daily records of activities, behaviors, meals served, naps taken. for each child.
  • Observed children to detect signs of potential learning or behavioral problems.
  • Communicated regularly with parents regarding their children's behavior and overall well-being.
  • Changed diapers, used bibs and monitored behaviors to maintain good hygiene for each child.
  • Organized and led activities to promote physical, mental and social development.
  • Followed safe feeding guidelines and parental requests for breastmilk, formula and solids.
  • Maintained tidy, clean and safe environments for children.
  • Enhanced sensory abilities by giving children access to numerous textures and shapes.
  • Helped infants develop communication skills through baby sign language while also promoting positive behaviors and social skills.
  • Implemented hands-on, play-based strategies for experiential learning.
  • Identified children in need of extra support for emotional, health-related or developmental concerns and conceived improvement strategies.
  • Communicated with children's parents and guardians about daily activities, behaviors and problems.
  • Supported children's emotional and social development by adapting communication tactics for differing client needs.
  • Taught children foundational skills in colors, shapes and letters.
  • Supervised circle time, free play, outside play and learning and developmental activities.
  • Read stories to children and taught painting, drawing and crafts.
  • Built and strengthened positive relationships with students, parents and teaching staff.

Education

GED -

Franklin County High School
Rocky Mount, VA
06.2011

Skills

  • Team Collaboration
  • Clerical Support
  • Regulatory Compliance
  • Inbound and Outbound Calling
  • MS Office Proficiency
  • Customer Support
  • Complex Problem-Solving
  • Cross-Functional Team Collaboration
  • Software Troubleshooting
  • Problem Resolution
  • Guest Services
  • Multi-Line Phone Systems
  • Account Updating
  • Customer Relationship Management (CRM)
  • Customer Complaint Resolution
  • Account Management
  • Negotiation
  • Tactful and Diplomatic
  • Project Management
  • CPR/First-aid Certified
  • Data Management
  • Performance Management
  • Marketing
  • Strategic Planning
  • Team Leadership
  • Sales Techniques
  • Lead Generation
  • Schedule Preparation
  • Verbal and Written Communication
  • Employee Training and Development
  • Performance Evaluations
  • Time Management
  • Safe Food Handling
  • Order Management
  • Relationship Management
  • Service Prioritization
  • Sales Expertise
  • Cash Handling
  • Suggestive Selling
  • Point of Sale (POS) System Operations
  • Performance Improvement
  • Positive and Professional
  • Guest Relations Management
  • Classroom Management
  • Cultural Sensitivity
  • Activities Planning
  • Early Childhood Development
  • Special-Needs Childcare
  • Toilet Training
  • Care Planning
  • Parent Communication
  • Housekeeping
  • Child Supervision
  • Personal Hygiene Assistance
  • Group Leadership
  • Lesson Plan Development
  • Creative Arts Talent
  • Reading Skills
  • Early Childhood Knowledge
  • Behavior Management Techniques
  • Age-Appropriate Activities
  • Safety Understanding
  • Sanitation Understanding
  • Recordkeeping Requirements
  • Safety Awareness
  • Dietary Requirements
  • Lesson development
  • Group and individual instruction
  • Parent-teacher collaboration
  • Childcare needs
  • Child development
  • Compliance understanding
  • Safety awareness
  • Curricula development
  • Lesson Planning

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

Server

Texas Roadhouse
03.2021 - 01.2021

Customer Care Navigator

United Healthcare
03.2020 - 09.2020

Server

The Homeplace Restaurant And Catering
07.2019 - 03.2020

Customer Service Representative

United Healthcare
08.2018 - 11.2018

Lead Teacher

Honey Tree Learning Center
08/17/22 - 09/25/23

GED -

Franklin County High School

Similar Profiles

CREATE PROFILE
Heather Thill