Heather Turcotte
Waterbury,VT
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
17
17
years of professional experience
Work History
Manager of Residential Projects
SunCommon
07.2024 - Current
- Manage residential installation calendar and ensure team goals are met by accurately forecasting job milestone durations and installation capacity
- Supervise and mentor SunCommon Residential Project Managers with a focus on team and individual growth, staffing and cross functional communications
- Prepare regular status reports on project movement and deviation from goals for senior leadership
- Manage relationships with subcontractors, utilities, permitting authorities, and inspectors to ensure strong partnerships and efficient workflow
- Handle elevated customer situations with patience, compassion, and fairness to the customer and the business
Sales Expediter
SunCommon
05.2023 - 07.2024
- Maintained open lines of communication between internal departments to facilitate smooth handoffs throughout each stage of the order lifecycle.
- Participated in continuous improvement initiatives, suggesting new strategies for improving overall operations.
- Scheduled site assessments and electrical visits
- Thrived in an ever changing industry, tackling new opportunities with a positive attitude
- Coordinated with sales teams to proactively address potential bottlenecks or delays in the fulfillment process.
Field Service Manager
SunCommon
04.2021 - 07.2022
- Promoted within 18 months to manage a team of 4 technicians, providing support and guidance for professional development.
- Streamlined field operations for improved efficiency and reduced response times.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Collaborated with other teams including Marketing, Sales, Operations and the Warehouse to build team training opportunities with the goals of boosting customer experience while increasing service revenue
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Support Specialist
SunCommon
09.2019 - 04.2021
- Enhanced customer satisfaction by promptly addressing and resolving service issues.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
Taproom and Retail Beertender
Lawson's Finest Liquids
09.2018 - 07.2019
- Greet guests cheerfully and encourage an atmosphere of hospitality in the taproom and retail space
- Engage with each guest directly, giving each of them the attention they deserve and making them feel welcome while working to meet their needs quickly and efficiently
- Politely and respectfully address guests' questions about the brewery and beer
- Successfully provide outstanding service through the use of product knowledge, integrity and positive energy
Server/Brewery Production Assistant
Von Trapp Bierhall/Brewery
05.2017 - 09.2018
- Known for ability to excel in a fast paced environment while sustaining a friendly but professional relationship with all guests and staff members
- Recognized for ability to manage multiple priorities while maintaining a clean, safe work environment
- Maximized guests' experiences by getting to know their personal preferences in order to guide them towards the items that they would enjoy most
Client Associate
GYL Financial Synergies
08.2015 - 03.2017
- Maintained all relevant compliance records in accordance with strict FINRA and SEC rules and regulations
- In charge of answering all telephone calls and enhancing client relationships through processing timely and confidential service requests
- Allocated assets into appropriate financial plans to help clients achieve their current and future financial goals
- Scheduled consultations and maintained multiple professional calendars for CEO and financial representatives
Universal Personal Banker
Citizens Bank
03.2014 - 08.2015
- Designated as branch 'Operations Champion' based on powerful leadership skills and driving desire to master the task at hand
- Increased personal sales performance quarter over quarter by consistently exceeding goals, finishing each quarter in the top 10 of the region
- Built personal customer base from scratch by obtaining glowing referrals from customers for making appropriate financial recommendations
- Chosen to be the official Notary Public of the West Hartford branch
- Quickly promoted to Level 3 authority limits within first six months of hire date based on dependability and ability to work well both independently and as part of a team
Server/Bartender: Corporate Trainer
The Cheesecake Factory
10.2007 - 09.2014
- Hand selected to aid in the opening of the Danbury and Ridge Hill locations as a corporate trainer; in charge of over 75 servers
- Trained service staff to increase profits through suggestive selling and enhanced customer service
- Assisted in the opening of West Hartford location, exemplifying dynamic leadership and interpersonal skills
- Consistently achieved the highest guest check averages in restaurant by promoting specialty items
Education
Bachelor of Science - Psychology
Endicott College
Beverly, MA01-2006
Skills
- Customer relationship management
- Team Leadership
- Staff training and development
- Time management
- Organizational Skills
- Excellent and clear communication
- Process improvement
- Scheduling and coordinating
- Adaptability and flexibility
- Positive attitude
Timeline
Manager of Residential Projects
SunCommon
07.2024 - Current
Sales Expediter
SunCommon
05.2023 - 07.2024
Field Service Manager
SunCommon
04.2021 - 07.2022
Customer Support Specialist
SunCommon
09.2019 - 04.2021
Taproom and Retail Beertender
Lawson's Finest Liquids
09.2018 - 07.2019
Server/Brewery Production Assistant
Von Trapp Bierhall/Brewery
05.2017 - 09.2018
Client Associate
GYL Financial Synergies
08.2015 - 03.2017
Universal Personal Banker
Citizens Bank
03.2014 - 08.2015
Server/Bartender: Corporate Trainer
The Cheesecake Factory
10.2007 - 09.2014
Bachelor of Science - Psychology
Endicott College
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