Heather Ward
Mount Vernon,OH
Summary
Results-driven customer service specialist with over 12 years of experience dedicated to enhancing customer satisfaction across diverse sectors. Demonstrated expertise in managing high volumes of inquiries while consistently maintaining professionalism and empathy, resulting in increased customer loyalty. Proficient in training staff and overseeing operations, complemented by a robust background in retail sales and team leadership. Eager to leverage an extensive skill set in a remote setting to drive exceptional customer experiences and contribute to organizational success.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service specialist
Western and Southern life
12.2023 - Current
- Provided exceptional customer service by promptly and effectively addressing customer inquiries, concerns, and complaints
- Managed a high volume of incoming calls, emails, and live chats while maintaining a high level of accuracy and professionalism
- Maintained a high level of professionalism and empathy when dealing with difficult or upset customers
- Developed strong relationships with key customers, resulting in increased customer loyalty and repeat business.
Customer Service Representative
Williams-Sonoma, Inc.
05.2022 - 12.2023
- Answer inbound calls about customers orders and the products that we sell. Solving problems for customers. Placing orders for customers along with editing orders.
- Remote
Sales Associate
Peebles
07.2014 - 01.2017
- Customer service, card sales, running register, putting out merchandise and sales audits.
Residential Cleaner
CLEAN SWEEP
04.2006 - 11.2010
- Cleaned residential and commercial buildings and homes.
Lead Assistant Manager
Speedway LLC
10.2002 - 05.2006
- Payroll, order merchandise for company, customer service, opening and end of the day paper work, interview and hiring staff and training staff.
Education
High school diploma -
Northridge High School
Johnstown, OH06.2001
Master of Science - Business Administration And Management
University of Phoneix
Online06-2028
Skills
- Candidate assessment interviews
- Cash management
- Experience in financial customer service
- Hands-on cleaning experience
- Detail-oriented data management
- Real-time chat support
- Network troubleshooting
- Enhanced customer support efficiency
- Experienced in scheduling with Google Calendar
- Skilled in Microsoft Outlook communication tools
- Skilled in utilizing Google Workspace applications
- Client support proficiency
- Professional phone communication
- Efficient order processing
- Experience with Salesforce
- Proficient in customer service
- Email communication for customer assistance
- Internal customer support
- Payroll administration skills
- Commercial Cleaning
- Strategic marketing planning
- Cashiering
- Effective conflict resolution
- Phone-based customer assistance
- Small business owner customer support experience
- Sales
- Skilled in data entry
- Extensive customer support experience
- Telecommunications customer support
- Windows
- Direct customer interaction
- Experienced with Microsoft Office applications
- Strong organizational abilities
- Telephony
- Client support
- Retail Sales
- Experience in supporting management
- Microsoft Excel
- Team leadership in customer support
- Retail customer support
- Customer service video conferencing
- Skilled in Microsoft Teams communication tools
- Effective time management
- Customer billing support
- Customer account management
- Phone call management
- Operational leadership in retail
- Meticulous attention to detail
- Customer service excellence
- Relationship building
- Communication skills
Certification
Driver's License
Timeline
Customer Service specialist
Western and Southern life
12.2023 - Current
Customer Service Representative
Williams-Sonoma, Inc.
05.2022 - 12.2023
Sales Associate
Peebles
07.2014 - 01.2017
Residential Cleaner
CLEAN SWEEP
04.2006 - 11.2010
Lead Assistant Manager
Speedway LLC
10.2002 - 05.2006
High school diploma -
Northridge High School
Master of Science - Business Administration And Management
University of Phoneix