Heidi Byington
Parowan,UT
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
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.
Overview
2
2
years of professional experience
Work History
Customer Service Manager
Dairy Freeze
Parowan, Utah
08.2024 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Developed policies and procedures related to customer service operations.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Monitored phone calls to provide feedback and coaching.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Conducted training and offered staff development opportunities to decrease process lags.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Conducted research and reviewed findings to solve customer issues.
- Reviewed accounts for payments received or approved credit arrangements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Assigned work and monitored performance of project personnel.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Implemented quality control measures to uphold company standards.
Customer Service Representative Team Lead
Great Harvest Bread Co.
Henderson, Nevada
06.2022 - 07.2024
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Created, implemented and maintained departmental policies and procedures.
- Developed customer service strategies to improve customer satisfaction ratings.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Assessed team workloads to ensure adequate coverage during peak periods of demand.
- Implemented coaching techniques to help employees reach their full potential.
- Ensured compliance with all applicable laws and regulations related to customer service operations.
- Trained staff to provide excellent customer service to challenging customers.
- Promoted clean, safe, friendly work environment for employees and guests.
- Monitored customer service team to assess knowledge, tone, and adherence to company policy.
- Routed calls from multiple sites to correct personnel and assisted with complex cases.
- Delegated work to staff, setting priorities and goals.
- Coordinated with other supervisors, combining group efforts to achieve goals.
Education
Associates of Business - Business
College of Southern Nevada
Las Vegas, NV05-2034
Skills
- Staffing coordination
- Training and mentoring
- Metric tracking
- Complaint resolution
- Exceptional telephone etiquette
- Staff education and training
- Deadline-oriented
- Excellent time management skills
- Meticulous attention to detail
- Support case resolution
- Personnel training and development
- Focused on customer satisfaction
- Adherence to high customer service standards
- Conflict resolution techniques
- Skilled multi-tasker
- Effective workflow management
Timeline
Customer Service Manager
Dairy Freeze
08.2024 - Current
Customer Service Representative Team Lead
Great Harvest Bread Co.
06.2022 - 07.2024
Associates of Business - Business
College of Southern Nevada