Heather M Fiore
Citrus Springs,FL
Summary
Leadership and Management experience guiding anywhere from fifteen to more then a hundred agents in various work environments.
Dedicated Customer Service Specialist with 15+ years of hands-on experience guiding customers in purchasing processes, making product or service recommendations, and resolving complaints. Versed in handling client and vendor issues in person and through phone, fax, and email. Tactful and respectful professional possessing consistent reputation of product prestige and excellent customer service. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
PCC
Optum Specialty Pharmacy
05.2022 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Quickly adapted to changing roles to assist in new hire training
- Daily assistance in various projects working directly with all supervisors and Leads on various projects
- Trained other agents in chat assistance for other agents to make sure ever agent was able to solve issues quickly and efficiently.
Customer Service Specialist
Quarate Retail Group
11.2021 - 08.2022
- Customer Returns, Order tracking, Reorders and occasional order taking
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Handled over 75-90 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Recorded product or service failure complaints and notified appropriate departments.
- Maintained financial accounts by processing customer adjustments.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
Office Manager
Boening Bros
08.2010 - 08.2019
- Scheduling and support of more then 15 salesman and admin to 5 managers and supervisors in addition to various office duties
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed office operations while scheduling appointments for department managers.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Coordinated special projects and managed schedules.
- Compared vendor prices and negotiated for optimal savings.
- Evaluated employee records and productivity to complete employee evaluations.
Customer Service Associate
Boening Bros Inc
09.2007 - 08.2010
- Answered customer questions about product availability and shipment times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Managed 30+ incoming calls each day with utmost professionalism and knowledgeable service.
- Submitted completed orders quickly to maximize delivery efficiency.
- Described product highlights and benefits to help guide purchasing decisions.
- Offered basic technical support for clients on wide range of company products.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Capitalized on upsell opportunities by suggesting best-fit offerings from available company products and services.
- Processed payments and adjusted customer accounts to maintain current system data.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
Education
St Marys Manhasset
Skills
- Customer Retention Strategies
- Customer Data Confidentiality
- De-escalation Techniques
- Calm and Professional Under Pressure
- Courteous with Strong Service Mindset
- Verbal and Written Communication
- Order and Refund Processing
- Upselling Products and Services
- Refunds and Returns Management
- Proactive Self-Starter
- Excellent Attention to Detail
Accomplishments
Sentiment expert for work metrics, achieved more then a year of sentiment awards and recognition.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide..
- Collaborated with team of eight in the development of new plan for new hire training.
Certification
Certified Notary
Timeline
PCC
Optum Specialty Pharmacy
05.2022 - Current
Customer Service Specialist
Quarate Retail Group
11.2021 - 08.2022
Office Manager
Boening Bros
08.2010 - 08.2019
Customer Service Associate
Boening Bros Inc
09.2007 - 08.2010
St Marys Manhasset
Certified Notary
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