Heather Warner
Zendesk Coordinator
Colorado Springs,CO
Summary
Self-motivated Zendesk Coordinator who brings strong communication, organizational, and customer relations skills. Strong attention to detail and skilled at working independently and in group settings. Experience in assessment, case management, counseling, blog and technical writing, coordinating projects, and providing training on written communication via Zendesk.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Online Publications and Contributions
Blog Articles:
- Warner, H. (2022, April 5). Extra Strength CBD—Is it Right for You? Life in Equilibria Blog. https://myeq.com/blog/eq/extra-strength-cbd-is-it-right-for-you/
- Warner, H. (2022, January 14). Does Topical CBD Work? Life in Equilibria Blog. https://myeq.com/blog/basics/does-topical-cbd-work/
Support Center Articles:
- Warner, H. (2022, March 10). Can I Use CBD with Alcohol? Equilibria Member Support Center. https://support.myeq.com/hc/en-us/articles/360045251811-Can-I-use-CBD-with-alcohol-
- Warner, H. (2022, March 10). Can Men Use your Products? Equilibria Member Support Center. https://support.myeq.com/hc/en-us/articles/360044806932-Can-men-use-your-products-
- Warner, H. (2022, March 10). Is CBD Safe? Equilibria Member Support Center. https://support.myeq.com/hc/en-us/articles/4494537944084-Is-CBD-safe-
- Warner, H. (2022, February 16). How Can I Tell if I'm Taking too much CBD? Equilibria Member Support Center. https://support.myeq.com/hc/en-us/articles/4494460332692-How-can-I-tell-if-I-m-taking-too-much-CBD-
- Warner, H. (2022, February 16). How Do I Use the Daily Treatment Oil? Equilibria Member Support Center. https://support.myeq.com/hc/en-us/articles/4523156599828-How-do-I-use-the-Daily-Treatment-Oil-
- Warner, H. (2022, February 16). How Much CBD Should I Take? Equilibria Member Support Center. https://support.myeq.com/hc/en-us/articles/4494527931156-How-much-CBD-should-I-take-
- Warner, H. (2022, February 16). Will CBD Help with Weight Management? Equilibria Member Support Center. https://support.myeq.com/hc/en-us/articles/360044808412-Will-CBD-help-with-weight-management-
Academic Contributions:
- “PSI Performance, Belief in PSI, and Competition in a Game-Show Format.” Eastern Illinois University. https://thekeep.eiu.edu/cgi/viewcontent.cgi?article=3881&context=theses, 2017.
Noteworthy Mentions:
- Weiler, Craig. “Skeptics Are Psychic: The Mirror Worlds Studies.” Paranormal Daily News, 18 May 2022, https://paranormaldailynews.com/skeptics-psychic-psi-missing/1394/.
Education
Master of Arts - Clinical Psychology
Eastern Illinois University
Charleston, IL 08.2013 - 05.2015
Bachelor of Arts - Psychology
Eastern Illinois University
Charleston, IL 08.2009 - 05.2013
Work History
Zendesk Coordinator
Equilibria
Chicago, IL
01.2022 - Current
- Overview: working remotely in start-up environment, overseeing company's email communications, and collaborating with other department leads to ensure members' needs are served
- Promoted from Dosage Specialist to Zendesk Coordinator within 8 months for exceeding goals that included creating email macros, assisting in overhauling current company language, and providing support to other coworkers
- Contributing to company’s blog team by writing brand-centered blog articles and implementing SEO strategies to optimize web content for search engines
- Coordinating and overseeing daily tasks for company’s Zendesk email platform, including personally resolving member inquiries quickly and supporting Zendesk team members in this process by reviewing/editing drafted responses
- Promoting email compliance by frequently consulting with leadership on prohibited and preferred language, and dispensing this information to other Zendesk team members
- Responsible for creating and leading company's Zendesk training program for new members of Zendesk team— focusing specifically on tone, grammar, and accuracy of written communication
- Responsible for leading biweekly Zendesk team meetings, which focus on team updates and procedural changes
- Metrics: Successfully resolved 2,689 member requests/tickets, created 22 email macros, authored 2 Blog Articles and 7 Support Center Articles for company's website
- Supervisor: Sydney Stein, Senior Manager of Member Education
Dosage Specialist
Equilibria
Chicago, IL
04.2021 - 01.2022
- Overview: Provided dosage support services via phone to 2-4 members per day that included educating members on CBD and providing personalized routine options based on members' unique health goals
- Provided members education on CBD's properties and shared current research on how CBD works within body
- Answered member questions and handled any concerns related to members’ personal CBD products and getting started with CBD routine
- Worked one-on-one with members to provide customized CBD routine that best addressed their unique health goals and lifestyle
- Escalated members who were using CBD alongside flagged medications to Pharmacy Team for further education and guidance
- Worked part-time as Zendesk team member solving customer inquiries via email and assisting with company projects such as language overhaul
- Supervisor: Amanda St. Mary, Senior Manager of Member Education
Supervisor, USPS City Carrier Assistant
United States Postal Service
Sullivan, IL
07.2020 - 04.2021
- Overview: full-time mail deliverer for city routes in Sullivan
- Ensured that first-class & second-class mail, small parcel rolls, and packages were organized in case and then loaded in LLV mail truck in proper delivery sequence
- Delivered mail, small parcel rolls, and packages accurately and safely to residents and businesses
- Achieved 100% accuracy when scanning MSP points for assigned route
- Completed required forms for route, collected charges, and obtained electronic signatures for receipt
- Supervisor: Cindy Temple, Postmaster
Intake Coordinator
New Vision Withdrawal Management/BayMark Health Services Inc, HSHS Good Shepherd Hospital
Shelbyville, IL
06.2019 - 07.2020
- Overview: performed intake assessment for patients seeking admission to New Vision service to determine eligibility for medical detox from opiates, alcohol, or benzodiazepines
- Determined whether or not patient withdrawal symptoms met diagnostic criteria for medical intervention via WAT-1 assessment tool
- Assisted patients in undergoing admission process to detox service including registering with HSHS Good Shepherd Hospital, completing blood work in lab services, and consulting with on staff physician
- Assisted patients with setting up after care services for continued recovery upon discharge from New Vision service
- Supervisor: Doty Jennings, Service Coordinator
Mental Health Therapist
Shelby County Community Services
Shelbyville, IL
05.2017 - 06.2019
- Overview: performed various mental health services including individual counseling, crisis intervention, and case management to clients residing in Shelby County
- Caseload included approximately 60 clients with diverse backgrounds and clinical presentations
- Advocated for Drug Court clients in staffing collaborations with Shelby County Circuit Court
- Supervisor: Ed Lacheta, LCPC, LPHA
Patient Services Representative
Heartland Dental
Effingham, IL
10.2016 - 04.2017
- Overview: assisted dental staff remotely by answering overflow phone calls for over 700 dental offices across U.S
- Answered 80-100 calls per shift
- Addressed patients’ dental concerns and requests by connecting them to dentist and other staff members
- Addressed general questions about office (i.e., office hours, accepted insurance plans, and contact information)
- Scheduled dental treatment and procedures for both existing and new patients
- Handled after hours dental emergencies with assistance of on call dentist
- Built rapport with patients by fostering a warm and caring approach to each incoming phone call
- Supervisor: Ashley Tappendorf, Patient Services Supervisor
Customer Service Representative
Martin’s IGA Plus
Effingham, IL
10.2006 - 10.2016
- Overview: resolved customer concerns by fixing pricing errors, exchanging grocery items, and attending to any complaints that arose regarding service provided by cashiers and other staff members
- Balanced store expenses
- Received and directed incoming calls to appropriate store departments
- Performed Western Union services
- Cashed payroll and personal checks
- Supervisor: Sandy Lewis, HR Manager
Skills
- Quickly analyzes, diagnosis, and resolves issues
References
Doty Jennings, M.A.
New Vision Service Coordinator (previous)
Self-employed (current)
1502 Adams Ave
Charleston, IL 61920
(217) 294-3130
Dr. Russell Gruber, Ph.D.
Clinical Psychology Professor (Retired)
1631 Kapiolani Blvd, Apt 4406
Honolulu, HI 96814
(217) 294-2689
Haley Hansen
Puffco Support Specialist
154 N 2900 East Road
Stewardson, IL 62463
(217) 690-0523
154 N 2900 East Road
Timeline
Zendesk Coordinator
Equilibria
01.2022 - Current
Dosage Specialist
Equilibria
04.2021 - 01.2022
Supervisor, USPS City Carrier Assistant
United States Postal Service
07.2020 - 04.2021
Intake Coordinator
New Vision Withdrawal Management/BayMark Health Services Inc, HSHS Good Shepherd Hospital
06.2019 - 07.2020
Mental Health Therapist
Shelby County Community Services
05.2017 - 06.2019
Patient Services Representative
Heartland Dental
10.2016 - 04.2017
Master of Arts - Clinical Psychology
Eastern Illinois University
08.2013 - 05.2015
Bachelor of Arts - Psychology
Eastern Illinois University
08.2009 - 05.2013
Customer Service Representative
Martin’s IGA Plus
10.2006 - 10.2016
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