Heather Wallace
Las Vegas,NV
Summary
Dedicated and results-driven customer service representative with over 8 years of experience, in numerous settings, delivering exceptional service and support to diverse clientele. Known for a proactive approach to problem-solving, and excel in fast-paced environments where I can leverage my strong communication skills to exceed customer expectations. Adept at handling a wide range of inquiries, complaints, and requests with empathy and professionalism, I am committed to fostering positive relationships and enhancing customer satisfaction. Skilled in utilizing CRM software and multitasking effectively, I am eager to contribute to a dynamic team and drive success in delivering outstanding customer experiences.
Overview
8
8
years of professional experience
Work History
Sr. Customer Service Representative
American Recovery Service Incorporated
Remote
10.2020 - Current
Customer Service Representative
Responsibilities:
• Handle customer inquiries and complaints promptly and professionally.
• Provide detailed information about products and services to assist customers in making informed decisions.
• Document and update customer records accurately based on interactions to maintain a comprehensive database.
• Develop and maintain a strong knowledge base of evolving products and services to better serve customers.
• Perform data entry and utilize software programs to provide timely updates to clients and internal teams.
• Utilize the phone system to make and receive calls, ensuring effective communication with clients and internal stakeholders.
• Compile progress reports for clients and supervisors to track performance and ensure transparency.
• Resolve client and internal concerns efficiently and professionally, demonstrating strong problem-solving skills.
Freight Analysis Assistant
Marson Foods/ Waffle Envy
Carson City, NV
08.2016 - 10.2020
• Conduct thorough analysis of freight quotes to ensure accuracy and reliability.
• Input essential information into tracking systems to monitor shipments and ensure timely delivery.
• Identify discrepancies in freight charges and promptly advise relevant parties of any credits or misquoted freight.
• Provide support in handling freight claims by gathering necessary documentation and assisting with the resolution process.
Education
High School Diploma -
Red Mountain High School
Mesa, AZSkills
- Advanced knowledge with various cloud based communication tools including WebEx and UCX
- Advanced knowledge of Microsoft Word, Excel, PowerPoint, Outlook, Google Docs & more
- Proficient in multitasking and seamlessly navigating multiple computer programs concurrently to streamline workflow and enhance productivity
- Proficient in call control techniques to manage conversations effectively, ensuring clear communication, resolution of customer inquiries, and satisfaction
- Ability to empathize with customers' needs and concerns, fostering rapport and trust while providing compassionate and personalized support
- Time management: Efficiently manage call volumes and handle multiple inquiries simultaneously while maintaining professionalism and attentiveness to each customer
- Strong problem-solving abilities to resolve customer issues efficiently
- Adaptability: Able to quickly learn new processes, procedures, and technologies to adapt to evolving customer needs and provide exceptional service
Timeline
Sr. Customer Service Representative
American Recovery Service Incorporated
10.2020 - Current
Freight Analysis Assistant
Marson Foods/ Waffle Envy
08.2016 - 10.2020
High School Diploma -
Red Mountain High School