Heather VanEpps
Washington,NC
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments. Detail-oriented administrative assistant with experience in customer service, data entry and office management with over 10 years experience.
Overview
25
25
years of professional experience
Work History
Administrative Assistant
Palmetto Contracting Services
03.2015 - 01.2024
- Handle all incoming and outgoing telephone calls; Log all incoming messages, handle various office duties
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
Account, Billing, and Technical Support Rep
Apple
10.2022 - 02.2023
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Delivered accurate breakdown of Billing Concerns
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Maintain and fix all billing issues for customers
Customer Service Representative for Credit Card Servicing
SITEL Group
03.2021 - 05.2021
- Handle all customer inquiries related to customers account regarding their USAA Bank credit card; Send emails and mail of customers records regarding transactions; request credit line increase or a lower interest rate for customers; handle billing questions and payments; transfer inbound calls to other customer service departments
- As well used two monitors while running multiple computer applications
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Streamlined call center processes for improved efficiency and reduced wait times.
Customer Service Representative
Convergys
09.2014 - 03.2015
- Answer incoming calls to handle customers' orders, questions, tracking of packages, and issues for Fed EX as we were 3rd party call center
- We used multiple pc programs while engaging in multiple calls
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Quality Control Technician
TI Automotive
02.1999 - 02.2009
- Run various machines as needed; Clean and Setup various areas for workplaces and sorting; Train new employees; Check outgoing parts for quality issues pack parts for shipping; Provide new Gauge Instructions for new employees; Use various computer Applications to test various Automotive parts, as well as record data
- Traveled to Various Automotive facilities for Quality Issue, Preformed multiple administrative duties.
Education
Skills
- Assembly Line
- General Labor
- Filing
- Microsoft applications
- Quality Control
- Quality Assurance
- Press Operator
- Welding
- Assembly
- Printers
- Fax
- Customer Support
- Call Center
- Customer Service
- Customer Care
- Quality Inspection
- Blueprint Reading
- CNC
- Manufacturing
- Technical Support
- Laboratory Experience
- Appointment Scheduling
- Document Control
- Office Administration
- Scheduling
- Invoice Processing
- Clerical Support
Timeline
Account, Billing, and Technical Support Rep
Apple
10.2022 - 02.2023
Customer Service Representative for Credit Card Servicing
SITEL Group
03.2021 - 05.2021
Administrative Assistant
Palmetto Contracting Services
03.2015 - 01.2024
Customer Service Representative
Convergys
09.2014 - 03.2015
Quality Control Technician
TI Automotive
02.1999 - 02.2009