Heidi Collins
Jacksonville,FL
Summary
Seasoned customer service expert with over 15 years of experience excelling in high-pressure environments. Demonstrated proficiency in conflict resolution, time management, and delivering exceptional customer service. Highly skilled in utilizing technology to enhance customer interactions and streamline processes. Known for handling complex situations with a blend of professionalism and empathy, driving high levels of customer satisfaction and loyalty. Adept at building strong client relationships and consistently exceeding performance targets.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Citi Client Services Liaison
06.2022 - Current
- Participate in ongoing training and development programs to enhance skills and knowledge of banking products and services
- Assist frustrated and stranded clients for the Department of Defense, providing high-stakes customer service support to military personnel and their families, resolving issues with empathy and efficiency, resulting in a 90% resolution rate on first contact.
- Manage a high volume of inbound calls and emails, handling an average of 100+ interactions daily, maintaining a professional and courteous demeanor at all times.
- Build and maintain strong relationships with clients, achieving a 20% increase in client retention and ensuring their satisfaction and loyalty to the brand.
- Collaborate with cross-functional teams to identify and implement process improvements, increasing efficiency and productivity by 15%.
Utilize Salesforce and other tools to track and analyze customer interactions, identifying trends and areas for improvement, leading to a 10% reduction in recurring issues. - Meet and exceed performance targets, consistently achieving a 98% score in customer satisfaction and quality assurance.
- Provide support to team members as needed, sharing best practices and offering constructive feedback, contributing to a 25% increase in team performance.
- Answered customer telephone calls promptly to avoid on-hold wait times, reducing average wait times by 40%..
Member Engagement Specialist
Institute of Internal Auditors
10.2016 - 05.2022
- Liaised between customers, business executives, and technical subject matter experts to drive consistent communications and quality service delivery
- Resolve 300+ weekly customer inquiries via phone and email
- Consistently exceeding target
- Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn by 8%
- Directed discovery workshops at client site or remotely to validate requirements for engagement
- Delivered measurable positive results within timeline resulting in positive feedback from clients
- Identified opportunities to improve processes and customer experiences and participated with wider teams on continual improvement to decrease customer attrition
- Achieved 92% average customer satisfaction rating, surpassing team goal by 12%
- Identified potential markets for products or services with economic and commercial surveys
- Proposed more efficient call script to reduce average customer handling time, which was well received and implemented by management.
Solution Specialist
Verizon Wireless
03.2014 - 09.2016
- Reviewed customers' performance and recommended solutions for improving conversion rate or market share
- Provided product and technical knowledge in support of pre and post sales activities
- Collaborated with customer account team to identify opportunities for growth
- Partnered with sales in educating, selling, and training customers on products and services
- Gave input to aid in development and negotiation of preferred information technology vendor contracts
- Applied product and procedural knowledge to solve client problems appropriately and efficiently to enhance client experience
- Achieved and 98% customer service rating for the North Florida, district in customer retention and positive survey feedback.
- Recommended new products and services to customers.
- Answered customer questions about billing, account issues and upgrade possibilities.
Education
Associate of Applied Science - Interior Design
Seminole State College of Florida
Lake Mary, FL05.2022
Skills
- Enhanced Customer Service Experience
- High Attention to Detail
- Result Driven
- Conflict Resolution
- Problem Solver
- Technical Skills and Certifications
- Microsoft Office Suite
- Google Drive
- CRM
- Google Project Management Certificate ( In Progress)
- Product Training
- Sales And Marketing
- Outside Sales
- Sales Reporting
- Inbound Calls
- Problem-solving abilities
Accomplishments
- Recognized as top performer for consistently meeting or exceeding performance targets
- Received positive feedback from clients and managers for exceptional communication skills and ability to resolve complex issues
- Developed and implemented a new customer service training program, resulting in improved performance and increased customer satisfaction scores
- Collaborated with cross-functional teams to implement a new customer feedback system, resulting in more accurate and timely feedback for the business
- Selected to participate in a pilot program for a new customer service chatbot, providing valuable insights and feedback for the development team.
Certification
- Licensed Real Estate Agent - 1 year
Grant Writer- Manger
- Secured Funding : Successfully wrote and secured grants for nonprofit organizations, resulting in over $100,000 in funding for community projects, educational programs, and organizational development.
- Research and Analysis : Conducted thorough research to identify potential funding sources and align grant proposals with funders' priorities and requirements.
- Proposal Development : Developed compelling grant proposals, including narratives, budgets, and supporting documentation, tailored to meet the specific needs and guidelines of each funder.
- Collaboration and Communication : Collaborated with nonprofit leaders, program managers, and other stakeholders to gather necessary information and ensure the accuracy and relevance of grant proposals.
- Grant Reporting : Prepared comprehensive reports for funders, detailing the use of grant funds and the impact of funded projects, ensuring compliance with grant requirements.
- Skill Enhancement : Continuously improved grant writing skills through workshops, webinars, and self-study, staying updated on best practices and trends in the field.
Timeline
Customer Service Representative
Citi Client Services Liaison
06.2022 - Current
Member Engagement Specialist
Institute of Internal Auditors
10.2016 - 05.2022
Solution Specialist
Verizon Wireless
03.2014 - 09.2016
Associate of Applied Science - Interior Design
Seminole State College of Florida
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