Heather Ann McCreery
Summerville,SC
Summary
Dynamic professional with a proven track record in customer relationship management and problem-solving abilities, honed at Verizon Wireless and other leading companies. Excelled in roles requiring excellent communication and conflict resolution skills, significantly enhancing customer satisfaction and retention. Expert in CRM systems and adept at staff training, demonstrating a strong blend of technical and interpersonal skills.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist
Verizon Wireless
10.2012 - 07.2013
- Utilize knowledge gained from training and transition to effectively and efficiently solve customer issues regarding service, billing or equipment.
- Promoted within 1st year to tier 2 technical support.
- Acted as transition. Assisting with training and floor support to new employees.
- Pioleted and participated in Customer Relations Tech Team taking escalated calls for 3 years.
- Selected for GOAL program. A six month program that trains participants how to he trainers.
General Manager and Licensed Massage Therapist
Zen Massage Center
02.2011 - 08.2012
- Participated in initial opening of center by assisting with design of center and décor
- Purchased opening materials including supplies, equipment and furnishings.
Account Relationship Specialist
The Post and Courier
03.2008 - 04.2010
- Managed activities of multiple Field Account Executives.
Advertising Account Executive
The Post and Courier
09.2004 - 03.2008
- Maintained excellent customer relations and provided customer service to existing accounts.
Co-Sales Manager
Lane Bryant
01.1998 - 12.2001
- Calculated daily sales achievements for store and all employees using monthly sales plan.
Corporate Operational Trainer
Mitchell’s Formal Wear
01.1998 - 01.1999
- Traveled throughout company and trained new and newly promoted store managers how to successfully run store by using regional specific operations and policies.
Assistant Manager
Mitchell’s Formal Wear
01.1997 - 01.1998
- Responsible for opening and closing store.
Education
Massage Therapy Certification -
Southeastern School of Neuromuscular Massage
College Preparatory Diploma -
Oconee County High School
Watkinsville, GA01.1993
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Excellent written and oral communication
- Customer Relationship Management (CRM)
- Telephone Etiquette
- Complaint Handling
- Problem Resolution
- Customer Relationship Management
- Complaint resolution
- Project Management
- Customer Retention
- Account Management
- De-Escalation Techniques
- Process Optimization
- Conflict Mediation
- Report Generation
- Data Entry
- Problem-solving abilities
- Computer Proficiency
- Active Listening
- Professional telephone demeanor
- Follow-up skills
- Clerical Support
- Prioritization
- Building rapport
- Administrative Support
- Call Management
- Critical Thinking
- Office equipment proficiency
- Documentation
- Product Knowledge
- Conflict Resolution
- Paperwork Processing
- Data Collection
- Dispute Resolution
- Client Relations
- Escalation management
- Document Control
- Credit adjustments
- Appointment Scheduling
- Customer Education
- Team Development
References
Available upon request.
Timeline
Customer Service Specialist
Verizon Wireless
10.2012 - 07.2013
General Manager and Licensed Massage Therapist
Zen Massage Center
02.2011 - 08.2012
Account Relationship Specialist
The Post and Courier
03.2008 - 04.2010
Advertising Account Executive
The Post and Courier
09.2004 - 03.2008
Co-Sales Manager
Lane Bryant
01.1998 - 12.2001
Corporate Operational Trainer
Mitchell’s Formal Wear
01.1998 - 01.1999
Assistant Manager
Mitchell’s Formal Wear
01.1997 - 01.1998
Massage Therapy Certification -
Southeastern School of Neuromuscular Massage
College Preparatory Diploma -
Oconee County High School
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