Heather Tressler
Work Preference
Job Search Status:
Desired start date:
Desired Job Title
Work Type
Important To Me
Knowledgeable and dedicated customer service professional with over 24 years of extensive experience in telecommunications industry. Competent in maintaining customer satisfaction, setting up accounts, placing orders and documentation. Team player with outgoing, positive demeanor. Proven skills in establishing rapport with clients, delivering support services and resolving customer complaints. Motivated to contribute to company success. Computer-savvy with excellent customer relations and conflict management abilities. Trained in deescalation techniques. Excellent organizational and communication skills. Familiar with handling residential and business accounts. Training Facilitator adept at working with management to prepare and deliver training courses targeted on specific business needs. Dedicated to helping employees become more productive and successful. Experienced Floor Supervisor well-versed in directing, motivating and enhancing teams. Successful at engaging with staff, and maintaining accountability.
Work History
Account Associate
5 Years 4 Months- Answered customer emails, chats and telephone calls to respond to questions, provide details and resolve concerns.
- Maintained detailed documentation and records.
- Scheduled and taught in class material relevant to sales and promotions.
- Eliminated process gaps by implementing new methods of training and tailoring material to suit specific needs.
- Mentored employees to improve performance and customer service.
Customer Service Associate
15 Years 10 Months- Answered live online chats to give quick answers and solve problems faster.
- Collaborated with management to suggest improvements and verbiage for email and chat services.
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Collected feedback and made process changes.
- Offered basic technical support for clients.
- Explained plans/features to customers creating awareness, interest and sales.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered constant flow of customer chats with minimal wait times.
- Assisted in leading, coaching new hire classes fresh out of training.
- Managed escalations while maintaining professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Service Representative
22 Years 10 Months- Maintained customer satisfaction, focused on addressing customer needs and resolving concerns.
- Provided information regarding promotions and loyalty programs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Supervised and performed human resource management functions for call center.
- Prepared monthly, weekly and daily logs using Meridian System.
- Maintained payroll information by calculating, collecting and entering data.
- Checked accrued hours against listed hours for leave time.
Education
High School Diploma
Skills
Additional Information
Took many leadership roles throughout my career within the company and it's transitions. Though my title did not change because these were special assignment positions, I took on roles such as:
- Human Resource Administration
- Floor Supervisor THC (Temporary Higher Class)
- Trainer for new processes, products, promotions
- Pilot Programs.
Adept Graphic Designer knowledgeable in marketing materials and design, creating company and team logos. Knowledgeable in photo editing and creating custom graphics for webpages and social media.