Heather Thomas
Folsom,CA
Summary
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
BusyKids Folsom
01.2025 - Current
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Project Manager
Design Public Group
05.2024 - 12.2024
- Successfully managed projects with tight deadlines and limited resources
- Coordinated team members to ensure tasks were completed on time and within budget
- Collaborated with cross-functional teams across multiple departments to achieve goals
- Documented project requirements, processes, and procedures
- Assigned tasks to appropriate resources within company
- Helped customers find and select products
- Handled customer complaints and inquiries in a courteous and efficient manner
Interior Designer
Rebel Design Collective
09.2023 - 05.2024
- Managed budgets and timelines effectively to deliver projects on schedule and within budget constraints
- Selected and sourced materials, furniture, and accessories for aesthetically pleasing spaces
- Worked closely with vendors to negotiate cost-effective pricing for materials while maintaining high-quality standards
- Coordinated installations of fixtures, furniture, artwork ensuring proper placement alignment within each space according plan specifications
- Conducted site visits and meetings with clients to gather necessary information for successful project execution
- Balanced aesthetics with functionality by choosing appropriate materials, finishes, and furnishings that met client needs
- Developed comprehensive design concepts through sketches, renderings, and 3D models
CEO-Founder
TrueNorth Cycle & Strength
03.2015 - 12.2023
- Created TrueNorth branding, business plan and culture, and grew it for 8 years
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs
- Managed day-to-day business operations
- Organized and attended trade shows and special events to showcase products, network with other businesses, and attract new customers
- Generated revenues yearly and effectively capitalize on industry growth
- Conducted target market research to discover customer needs and analyze competitor trends
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends
Designer
Paul Hayes Construction
10.2012 - 07.2016
- Put together realistic budgets based on costs and fees for successful business operations
- Developed CAD drawings from hand sketches, verbal instructions, and site visits
- Calculated dimensions and allowances with accurate precision for project specifications
- Developed and revised diagrams to accurately reflect design changes
- Maintained consistent use of graphic imagery in materials and other marketing outreach
- Developed design deliverables that elevated, differentiated, and functioned on-brand and on-strategy
- Applied skill in color theory and composition to bring client visions to fruition
- Used Adobe Creative Suite to edit images for use in marketing materials and website content
- Collaborated with clients to address brand imaging and marketing style
- Collaborated with sales and customer service teams to address client concerns and expedite orders when necessary
- Collaborated with cross-functional teams to ensure consistent branding across all company touchpoints and communications channels
- Negotiated partnerships with key influencers, maximizing brand exposure in target markets
- Managed social media accounts for optimal audience engagement and increased online presence
- Improved customer loyalty by implementing effective email marketing campaigns and personalized offers
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts
- Interfaced effectively with contractors and vendors to resolve issues and discuss ideas
Sales Manager
Furnitalia
09.2010 - 06.2013
- Managed customer accounts and customer relationships
- Established relationships with key customers, providing personalized service and support
- Provided coaching and feedback to staff on an ongoing basis in order to improve job performance
- Interfaced directly with customers when necessary in order to resolve issues quickly and efficiently
- Created and executed strategic sales plan, expanding customer base and extending global reach
- Traveled for in-person meetings with customers and partners, developing key relationships
Associate Interior Designer
Benning Design
08.2009 - 09.2010
- Designed floor plans, elevations, 3D perspective views, and material boards for review and presentation
- Developed key client relationships, providing design solutions that met needs and budgets without compromising quality or design intent
- Created, printed, and modified drawings in AutoCAD and Revit
Education
Bachelor of Arts - Interior Design/ Interior Architecture
California State University
Sacramento, CA08.2009
Skills
- Client Relationship Management
- Organization And Time Management
- Relationship Building
- Project Management
- Contract Development
- Project Presentations
- G-Suite
- Microsoft Office
- Adobe Creative Suite
- Inter-department collaboration
- Customer relationship management (CRM)
- Conflict resolution techniques
- Customer service
- Call monitoring
Timeline
Customer Service Manager
BusyKids Folsom
01.2025 - Current
Customer Service Project Manager
Design Public Group
05.2024 - 12.2024
Interior Designer
Rebel Design Collective
09.2023 - 05.2024
CEO-Founder
TrueNorth Cycle & Strength
03.2015 - 12.2023
Designer
Paul Hayes Construction
10.2012 - 07.2016
Sales Manager
Furnitalia
09.2010 - 06.2013
Associate Interior Designer
Benning Design
08.2009 - 09.2010
Bachelor of Arts - Interior Design/ Interior Architecture
California State University
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