Heather Turman
Columbus,OH
Summary
Experienced customer service professional with a demonstrated history of providing exceptional support and cultivating positive relationships with customers. Proficient in conflict resolution, effective communication, and creative problem-solving. Ensures customer satisfaction and fosters loyalty. Collaborates with team members to achieve impactful results, remaining adaptable to evolving needs and challenges. Recognized for reliability and a results-driven approach that consistently delivers outstanding outcomes.
Overview
24
24
years of professional experience
Work History
Technical Support Specialist
AT&T Flex Agent 360
07.2024 - Current
- Provide real-time technical assistance for phone systems, networking hardware, and internet services to ensure swift issue resolution
- Educate customers on product features and benefits while managing service requests, including activations and account modifications
- Maintain comprehensive records of customer interactions and collaborate with technical teams to address intricate technical challenges
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
Commercial Cleaner/Owner
HNT Commercial Cleanerz
11.2019 - Current
- Oversee operational and administrative functions to improve service quality and optimize processes
- Execute bookkeeping and invoicing tasks to maintain the company's financial well-being
- Disinfect restrooms, kitchens and other common areas to remove bacteria and maintain hygiene standards.
- Enhanced client satisfaction by consistently delivering high-quality cleaning services and promptly addressing concerns.
- Dispose of trash and recyclables each day to avoid waste buildup.
- Contribute to a safer work environment through proper handling, storage, and disposal of hazardous materials.
- Clean building floors by sweeping, mopping, and scrubbing floors.
Customer Support Specialist
Gap Inc
11.2022 - 10.2023
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Administrative Assistant
Ohio Health Grant Bone and Joint Center
11.2016 - 10.2022
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
Administrative Assistant and Billing Specialist
Dr. Donald Bowen and Associates
06.2008 - 11.2016
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Maintained detailed records of each account's payment history, providing easy access to information for audit and analysis purposes.
Medical Assistant/Receptionist
Regional Medical Associates
09.2000 - 06.2008
- Checked patient insurance, demographic, and health history to keep information current.
- Transcribed phone messages and relayed to appropriate personnel.
- Prepared and processed patient referrals and transfer requests.
- Received and routed laboratory results to correct clinical staff members.
- Enhanced office productivity by handling high volume of callers per day.
Education
2 Year Program - Clinical/Administrative Medical Assistant
Fort Hayes Career Center
Columbus, OH06.2000
Graduate Diploma - Occupational Diploma - Specialty Program
West High School
Columbus, OH06.2000
Skills
- Remote Support
- Customer Service
- Electronic Charting
- Payment collection and processing
- Billing and coding
- Attention to Detail
- Organizational Skills
- Adaptability and Flexibility
- Phone Etiquette
- Task Prioritization
- Multi-Line Phone Systems
- Insurance Verification Mastery
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Support Specialist
AT&T Flex Agent 360
07.2024 - Current
Customer Support Specialist
Gap Inc
11.2022 - 10.2023
Commercial Cleaner/Owner
HNT Commercial Cleanerz
11.2019 - Current
Administrative Assistant
Ohio Health Grant Bone and Joint Center
11.2016 - 10.2022
Administrative Assistant and Billing Specialist
Dr. Donald Bowen and Associates
06.2008 - 11.2016
Medical Assistant/Receptionist
Regional Medical Associates
09.2000 - 06.2008
2 Year Program - Clinical/Administrative Medical Assistant
Fort Hayes Career Center
Graduate Diploma - Occupational Diploma - Specialty Program
West High School
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