Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Heather Wells

Flint,MI

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

10
10
years of professional experience

Work History

Service Desk Analyst

AssureCare
09.2023 - Current
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Served as the primary point of contact for assigned Agencies to support directly
  • Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
  • Collaborated with Production teams to resolve complex issues, pursuing minimal downtime for endusers.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Proactively identified recurring issues and worked with relevant departments to implement solutions.
  • Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
  • Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Trained new team members on Support Center procedures, tools, and best practices.
  • Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
  • Responded to customer inquiries and provided technical assistance over phone and in person.


Project Coordinator

Logicalis, Inc
11.2022 - 09.2023
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
  • Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
  • Created job files for each project and maintained current data in each file.
  • Prepared meeting agendas and minutes for distribution and record keeping.
  • Kept corporate and client information confidential, adhering to data safety measures.
  • Established rapport and engaged with stakeholders to build lasting professional relationships.
  • Responded to requests for information on materials to inquiring parties.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Recruited and oversaw personnel to achieve performance and quality targets.

Asset Coordinator

Logicalis, Inc
11.2021 - 11.2022
  • Developed and implemented strategies to improve team productivity and efficiency.
  • Met or exceeded production goals and objectives by following strict procedures.
  • Enforced team adherence to safety regulations and protocols.
  • Led improvement initiatives to advance operational efficiencies and increase revenue.
  • Monitored progress of tasks to provide feedback for improvement.
  • Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
  • Trained new team members on proper and safe use of tools and software.
  • Developed standard operating procedures for team to follow and maintained records of activities.
  • Handled day-to-day shipping and receiving for over 20 countries.
  • Evaluated team performance and provided feedback on areas requiring improvement.
  • Entered, tracked, and documented asset status using ServiceNow and Vendor Tracking tools.
  • Developing globalization of NA and EMEA team's processes, documentation, and knowledge-based articles.
  • Handled day-to-day shipping and receiving, overseeing equipment.

Facilities Manager

Lady Janes Services
03.2020 - 11.2021
  • Maintained inventory and ordered supplies to keep facility resources readily available.
  • Interviewed, hired, and trained qualified employees.
  • Created sustainable improvement initiatives for efficient use of energy.
  • Investigated problems and determined appropriate remedies.
  • Supervised staff of 40 in day-to-day activities.
  • Evaluated facility operations and personnel for safety and health regulations compliance.
  • Coordinated with clients and vendors to arrange services to be completed on time and to desired quality levels.
  • Drove continuous improvement of processes and teams operation.

Store Manager

GameStop
09.2014 - 08.2021
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Supervised guests at front counter, answering questions regarding products.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Reported issues to higher management with great detail.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for organization.
  • Trained new employees on proper protocols and customer service standards.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Approved regular payroll submissions for employees.
  • Managed inventory control, cash control, and store opening and closing procedures.

Education

Bachelor of Science - Criminal Justice

Strayer University
Washington, DC
10.2025

Skills

  • Workflow Processes
  • Data Tracking
  • Customer Experience
  • Conflict Resolution
  • Teamwork Skills
  • Special Projects
  • Customer Satisfaction
  • Task Delegation
  • Phone and Email Communication
  • Status Updates
  • Vendor Relationships
  • Professional Development
  • Daily Logs
  • Unit Forecasting
  • Job training
  • Employee Development
  • Recruiting
  • Coaching and Mentoring

Affiliations


  • The Society for Collegiate Leadership & Achievement
  • Honor Society®

Timeline

Service Desk Analyst

AssureCare
09.2023 - Current

Project Coordinator

Logicalis, Inc
11.2022 - 09.2023

Asset Coordinator

Logicalis, Inc
11.2021 - 11.2022

Facilities Manager

Lady Janes Services
03.2020 - 11.2021

Store Manager

GameStop
09.2014 - 08.2021

Bachelor of Science - Criminal Justice

Strayer University

Similar Profiles

CREATE PROFILE
Heather Wells