Heather Westfield
WASHOE VALLEY,NV
Summary
Proficient customer service representative known for exceptional critical thinking and problem-solving abilities. Successfully managed escalated calls and maintained detailed records, contributing to effective follow-up and resolution of customer issues.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Henry Schein Inc.
Remote
08.2022 - Current
- Resolved customer inquiries through multiple communication channels, ensuring prompt and accurate responses.
- Provided product information and support, enhancing customer understanding and satisfaction.
- Collaborated with team members to streamline processes, improving service delivery efficiency.
- Worked closely with the accounts payable department to resolve issues with the manufacturers/vendors and provide a resolution in a timely manner.
- Take payments and provide the customer with billing information on their account.
- Provide tracking, process returns/credits and take orders for medical and dental supplies.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained new staff on company policies and customer service best practices, fostering a unified team approach.
Server Shift Leader
The Flowing Tide Pub #2
Reno, NV
06.2018 - 07.2021
- Supervised server team to ensure exceptional guest service and satisfaction.
- Trained new staff on menu offerings, service protocols, and operational standards.
- Managed shift schedules to optimize coverage and enhance workflow efficiency.
- Coordinated communication between front-of-house and kitchen staff to streamline operations.
- Cultivated warm relationships with regular customers.
- Kept register accurate through correct billing, payment processing, and cash management practices.
- Addressed and resolved customer conflicts with managed waitstaff, verifying satisfactory outcomes for involved parties.
- Explained menu items and suggested appropriate options for food allergy concerns.
Server
The Flowing Tide Pub #2
Reno, NV
06.2013 - 02.2014
- Maintained cleanliness and organization of dining area, adhering to health and safety standards consistently.
- Handled cash transactions efficiently, ensuring accurate processing of payments and tips received.
- Resolved customer complaints promptly, using conflict resolution skills to maintain positive atmosphere in pub.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Education
Associate of Applied Science - General Studies With Emphasis in Science & Math
Yavapai Community College
ClarkdaleSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Payment processing
- Follow-up skills
- Call management
- Product knowledge
- Microsoft outlook
- Microsoft Excel
- Effectively working remotely from home
Timeline
Customer Service Representative
Henry Schein Inc.
08.2022 - Current
Server Shift Leader
The Flowing Tide Pub #2
06.2018 - 07.2021
Server
The Flowing Tide Pub #2
06.2013 - 02.2014
Associate of Applied Science - General Studies With Emphasis in Science & Math
Yavapai Community College