Heather Wood
New Boston,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed employee with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
7
7
years of professional experience
Work History
Customer Experience Associate- Lead
Vyve Broadband
New Boston, TX
09.2022 - Current
- Promoted available products and services to customers during service, account management and order calls.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Updated GLDS system with order specifics and customer details, preferences and billing information.
- Contacted customers about potential service upgrades, new services and account changes.
- Resolved customer complaints quickly and professionally.
- Developed comprehensive procedures for handling escalated issues efficiently.
- Assisted customers with product inquiries and order status updates.
- Participated in training sessions related to new products or services offered by the company.
- Supported sales team members to drive growth and development.
- Strengthened customer retention by offering discount options.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Mentored junior team members and managed employee relationships.
- Answered incoming calls, emails, and chats in a timely manner.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills to resolve customers' service or billing complaints.
- Created and maintained a positive work environment for customers and colleagues alike.
- Provided exceptional customer service to ensure customer satisfaction.
- Collected deposits or payments and arranged for billing.
Retail Sales Associate
Vyve Broadband
New Boston, TX
05.2017 - Current
- Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise.
- Followed company policies, rules and procedures to promote company goals and maintain safety.
- Prepared merchandise for purchase or rental.
- Greeted customers upon entering the store and provided assistance.
- Processed merchandise returns and exchanges for customers.
- Reported any discrepancies in inventory counts or pricing issues promptly.
- Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Computed purchases and received and processed cash or credit payment.
- Demonstrated knowledge of store products and services.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Initiated friendly conversation with customers to determine level of assistance required.
Education
High School Diploma -
New Boston High School
New Boston, TX05-2001
Some College (No Degree) -
NTCI
Skills
- De-Escalation Techniques
- Order Processing
- Customer Service
- Work Prioritization
- Customer Account Management
- System Implementation
- Policies and Procedures Adherence
- Account Updates
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Salesforce
- Microsoft Office
- Credit Card Payment Processing
- Inbound and Outbound Calling
- Customer Relations
- Senior Leadership Support
- Employee Coaching
- Relationship Building
References
References available upon request.
Timeline
Customer Experience Associate- Lead
Vyve Broadband
09.2022 - Current
Retail Sales Associate
Vyve Broadband
05.2017 - Current
High School Diploma -
New Boston High School
Some College (No Degree) -
NTCI
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