Heather Washington

-Greet and assist customers in locating merchandise and answering questions quickly and accurately
-Offer personalized styling and outfit suggestions, utilizing mannequins and displays for inspiration
-Promote loyalty by educating customers on loyalty programs and benefits
-Ensure a seamless customer experience through omnichannel services such as online orders and in-store pickups
-Support sales floor operations, fitting room assistance, checkout processes, and back-of-house tasks as needed
-Provide courteous and prompt service in response to customer and coworker requests
-Exchange and verify information to maintain smooth store operations

-Manage scheduling for over 20 complex non-surgical procedures, ensuring optimal resource allocation and adherence to strict timelines
-Revise and update patient schedules as needed, communicating changes to relevant patients and personnel
-Coordinate multi-disciplinary scheduling for comprehensive clinics, successfully managing appointments for 40 different providers across various GI specialties on the same date, ensuring timely patient care
-Edit and verify scheduling information, ensuring accuracy in patient records and appointments
-Analyze scheduling reports to identify inefficiencies, initiating corrective actions that optimize resource allocation and improve overall scheduling workflow
-Proactively make 40+ outgoing calls weekly to confirm and schedule appointments
-Handled an average of 20+ incoming calls daily from patients and families, providing expert assistance with appointment scheduling and inquiries
-Collaborate closely with over 5+ clinical staff to streamline processes, ensuring patients receive appropriate care promptly

~Collaborate closely with upper management to develop corporate vision and roll out initiatives to meet our high standards of 100% Quality Assurance
~Participated in bi-weekly, Front Line Operations Quality Assurance Calibrations as a Subject Matter ~Expert and provided insight for the grading process and answered questions
~Remain calm and professional in stressful circumstances and effectively diffuse tense situations
~Utilize multiple tools to perform deep dives into customer's accounts to determine the best resolution
~Consistently and rapidly learning new lines of business while staying in compliance with our company policies and procedures
~Maintain up-to-date case documentation for future reference
~Quickly resolve over a dozen customer issues over the phone daily
~Contributed to the increase of the cost of poor quality savings from $40,000 to $50,000
~Work collaboratively with team members and internal stakeholders to present improvements to the overall process
~Mentor new and current employees on procedures and policies to maximize team performance

-Proficient in balancing registers and processing various forms of payments, including cash, checks, and credit cards, with a keen eye for detail and accuracy
-Excellent communication and interpersonal abilities, fostering positive relationships with customers and colleagues
-Monitored Enterprise Fulfillment systems application, efficiently picked merchandise orders, and accurately acknowledged completion in the system, ensuring timely order processing
-Demonstrated consistent customer service behaviors, actively listening to customer issues and resolving problems calmly and agreeably, while fostering customer loyalty and satisfaction
-Partnered with team members to ensure seamless operations, encouraging a collaborative, cohesive, and productive work environment
-Oversaw and maintained fitting room and sales floor recovery processes, ensuring a clean and organized store environment