Heather Williams
Florence,AL
Summary
Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
Work History
Store Manager
McDonald’s
Florence, AL
11.2021 - 01.2025
- Managed daily operations to ensure efficient service and customer satisfaction.
- Trained and supervised team members to enhance performance and teamwork.
- Implemented inventory management procedures for stock control and ordering.
- Ensured compliance with health and safety regulations in food preparation areas.
- Developed staff schedules to optimize labor costs and coverage needs.
- Conducted regular performance reviews to provide feedback and support growth.
- Resolved customer complaints promptly to maintain positive dining experiences.
- Recruited, trained and supervised new employees.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Resolved customer complaints in a timely manner.
- Created weekly work schedules for store personnel.
- Managed daily banking activities such as deposits and withdrawals.
- Maintained accurate records of employee performance reviews.
- Strengthened work flow productivity by hiring, managing and developing top talent.
Customer Service Representative
Results Companies
Stuart, Virginia
05.2009 - 08.2015
- Assisted customers with inquiries and resolved issues effectively.
- Processed orders and maintained accurate customer records.
- Provided product information and guided customers in selections.
- Handled customer complaints with empathy and professionalism.
- Trained new staff on company policies and customer service techniques.
- Utilized CRM software to track interactions and follow-ups.
- Maintained a positive environment to enhance customer satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
Education
Associate of Applied Science - Pharmacy Technician
Patrick Henry Community College
Martinsville, VA 08.2012 - 05.2014
Skills
- Account management
- Customer service
- Conflict resolution
- CRM software
- Inventory management
- Order processing
- Effective communication
- Problem solving
- Decision making
- Complaint handling
- Analytical thinking
- Inbound and outbound calling
- Typing 40 wpm
- Quality assurance controls
- Spreadsheets
- Credit card payment processing
- Appointment scheduling
- Multi-line telephone operations
- Data entry
- Microsoft office expertise
- Client relations
- Escalation management
- Microsoft Office Suite
- Multi-line phone talent
- Staff education and training
- Conflict mediation
- Information security
- Shipping and logistics
- Grammar
- Payment processing
- Multitasking and organization
- Call escalation
- Technical troubleshooting
- In-store support
- Credit adjustments
- Call center operations
- Retail store support
Timeline
Store Manager
McDonald’s
11.2021 - 01.2025
Associate of Applied Science - Pharmacy Technician
Patrick Henry Community College
08.2012 - 05.2014
Customer Service Representative
Results Companies
05.2009 - 08.2015