Heather Wipperman
Rio Rancho
Summary
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction through active listening and driving positive outcomes. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development. Dedicated and adaptable with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Experienced in fast-paced environments and adaptable to last-minute changes. Highly-motivated with desire to take on new challenges. Adept at working effectively unsupervised and quickly mastering new skills. Excel in customer service, adaptability, and conflict resolution.
Overview
13
13
years of professional experience
1990
1990
years of post-secondary education
Work History
Reservation Agent (Remote)
Hilton
Rio Rancho
03.2022 - 12.2025
- Managed reservation systems and promptly addressed guest inquiries, ensuring a seamless booking experience for all customers.
- Utilized industry-standard software to track reservations and cancellations, maintaining accurate records to optimize occupancy rates.
- Maintained a thorough understanding of hotel policies and local attractions, providing guests with up-to-date information and recommendations.
- Answered inbound calls, chats, and emails and responded to customer inquiries regarding reservations.
- Ensured all reservations were properly documented in the system.
- Processed customer payments for reservations over the phone.
- Resolved guest complaints by providing exceptional customer service.
- Assisted customers with special needs or requests such as room upgrades or late check-outs.
- Assisted customers via phone, chat or email by providing confirmations, answering questions, and offering general information.
- Provided customers with information on hotel services, amenities, and packages.
- Offered personalized recommendations based on guest preferences.
Reservation Agent (Remote)
Uhaul Moving And Storage
Rio Rancho
02.2019 - 03.2022
- Managed reservation systems and promptly addressed guest inquiries, ensuring a seamless booking experience for all customers.
- Resolved booking discrepancies and handled guest complaints, improving overall service quality and guest retention rates.
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Ensured all reservations were properly documented in the system.
- Processed customer payments for reservations over the phone.
- Resolved guest complaints by providing exceptional customer service.
- Assisted customers via phone by providing confirmations, answering questions, and offering general information.
- Relayed information on availability, pricing, and discounts to customers.
- Identified opportunities for cross-selling other products or services.
- Demonstrated ability to work independently as well as collaboratively within a team environment.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Reservation Agent/Customer Service (Remote)
Enterprise Rent-A-Car
Rio Rancho
10.2016 - 02.2019
- Managed high-volume inbound calls to assist customers with reservations and provide tailored travel solutions.
- Utilized reservation management systems to accurately process bookings, modifications, and cancellations, ensuring efficiency.
- Resolved customer inquiries and concerns promptly, leading to improved customer satisfaction and retention rates.
- Developed and maintained comprehensive knowledge of vehicle inventory and rental policies to enhance customer experience.
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Ensured all reservations were properly documented in the system.
- Processed customer payments for reservations over the phone.
- Assisted customers via phone by providing confirmations, answering questions, and offering general information.
- Offered personalized recommendations based on guest preferences.
- Relayed information on availability, pricing, and discounts to customers.
- Demonstrated ability to work independently as well as collaboratively within a team environment.
Social Media Specialist
AT&T
Rio Rancho
05.2015 - 10.2016
- Analyzed social media performance metrics to refine content strategies, resulting in enhanced audience interaction and improved visibility.
- Managed multiple social media platforms simultaneously, ensuring consistent messaging and timely responses to customer inquiries and feedback.
- Engaged with and responded to online audience through relevant comments.
- Created, edited, and managed content for various social media platforms including Facebook, Twitter, Instagram, LinkedIn, YouTube.
- Collaborated with internal teams such as creative designers and copywriters to produce engaging content that resonates with customers.
- Posted new content for products and services when managing marketing and release calendars.
- Utilized Twitter and Facebook to promote products, services and content.
- Collaborated with cross-functional teams to create engaging multimedia content, fostering brand loyalty and enhancing customer experience.
Tier 1 Technical Support Representative (Chat)
AT&T
Rio Rancho
01.2014 - 05.2015
- Provided exceptional customer service by troubleshooting technical issues, enhancing user satisfaction through effective problem resolution.
- Utilized advanced troubleshooting tools and systems to resolve customer inquiries, ensuring timely and accurate solutions.
- Collaborated with cross-functional teams to streamline support processes, leading to improved service efficiency and response time.
- Documented technical solutions and maintained accurate records, supporting knowledge management and continuous improvement initiatives.
- Assisted customers with account management and billing inquiries, ensuring clear communication and resolution of complex issues.
- Resolved customer inquiries in a timely manner.
- Coordinated with other departments to resolve complex customer issues.
- Assisted customers with understanding how best to utilize their technology resources.
- Followed up on open cases to ensure resolution of customer issues.
- Provided assistance in the installation, configuration, maintenance, and repair of products.
- Performed remote diagnostic procedures to identify customer problems.
- Participated in regular meetings with management regarding departmental goals.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
Customer Service/Customer Retention Specialist
AT&T
Rio Rancho
12.2012 - 01.2014
- Enhanced customer satisfaction by effectively resolving inquiries and ensuring timely follow-ups on outstanding issues.
- Utilized CRM software to manage customer interactions and maintain accurate records of service requests.
- Collaborated with cross-functional teams to streamline processes, resulting in improved response times and service efficiency.
- Resolved complex customer issues by employing problem-solving techniques, resulting in increased loyalty and repeat business.
- Actively engaged with customers through various channels, promoting products and services to enhance overall customer experience.
- Promoted customer retention by using exceptional interpersonal skills.
- Delivered exceptional customer service by patiently listening to customer concerns or complaints.
- Explained new products and services to customers.
- Re-established customer's faith in company by providing best retention offers available.
- Used computers and job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
- Persuaded customers to retain services by offering discounts and special promotions on products and services.
- Responded promptly to emails from existing customers seeking assistance or advice.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Contacted customers about potential service upgrades, new services and account changes.
- Updated system with order specifics and customer details, preferences, and billing information.
Education
Eagle Rock High School
Los Angeles, CASkills
- Reservation management
- Customer inquiry resolution
- Payment processing
- Booking documentation
- Guest complaint resolution
- Cross-selling techniques
- CRM software utilization
- Technical troubleshooting
- Communication skills
- Problem resolution
- Customer engagement
- Inbound call handling
- Email correspondence
- Social media engagement
- Remote support
- Data accuracy
- Time management
- Phone etiquette
- Reservation software
- Travel reservations
- Telephone reservations
- Typing speed
- Customer reservations
- Upselling proficiency
- Problem-solving aptitude
- Time management abilities
- Detail orientation
- Organizational skills
- Multitasking Abilities
- Verbal and written communication
- Record keeping
- Adaptability and flexibility
- Teamwork and collaboration
Timeline
Reservation Agent (Remote)
Hilton
03.2022 - 12.2025
Reservation Agent (Remote)
Uhaul Moving And Storage
02.2019 - 03.2022
Reservation Agent/Customer Service (Remote)
Enterprise Rent-A-Car
10.2016 - 02.2019
Social Media Specialist
AT&T
05.2015 - 10.2016
Tier 1 Technical Support Representative (Chat)
AT&T
01.2014 - 05.2015
Customer Service/Customer Retention Specialist
AT&T
12.2012 - 01.2014
Eagle Rock High School