Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather Urbina

Sylvania,OH

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

19
19
years of professional experience

Work History

Tier 2 Phone Agent

Zulily (remote)
04.2021 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Utilized customer service software such as Google Calendar and others to manage interactions and track customer satisfaction.
  • Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
  • High attention to detail and ability to adapt to new processes

Administrative Assistant

Sparkling Clean
03.2008 - 04.2021
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.

Manager on Duty

Whole Foods Market Inc
01.2005 - 03.2008
  • Trained employees in essential job functions.
  • Reduced employee turnover by fostering a positive work environment and offering professional development opportunities.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.

Education

Associate degree -

Owens Community College
30335 OregonRd, Perrysburg Ohio
05.2001

Skills

  • Patience and Tolerance In high volume environments
  • CRM software knowledge
  • Guide emotional conversations in a calm and peaceful manner
  • Call Center Customer Service needs
  • Professional telephone demeanor
  • Problem-solving skills

Timeline

Tier 2 Phone Agent

Zulily (remote)
04.2021 - Current

Administrative Assistant

Sparkling Clean
03.2008 - 04.2021

Manager on Duty

Whole Foods Market Inc
01.2005 - 03.2008

Associate degree -

Owens Community College

Similar Profiles

CREATE PROFILE
Heather Urbina