Heidi Harrod
Louisville,NE
Summary
Proven leader adept in complaint resolution and fostering team unity, enhanced customer retention through strategic problem-solving and interpersonal communication. Elevated team's expertise in customer service, demonstrating a fast-learning ability and a commitment to excellence.
Overview
6
6
years of professional experience
Work History
Lead CEA/Supervisor/Local Products Manager
The Market
2023.02 - Current
- Resolved escalated customer complaints effectively while maintaining composure under pressure.
- Contributed ideas during strategy meetings focused on improving overall departmental performance metrics.
- Established rapport with clients by actively listening to their needs and personalizing interactions.
- Facilitated open communication between team members and management, fostering a positive work culture built on trust and transparency.
- Delivered comprehensive product knowledge training sessions to peers, elevating collective expertise levels.
- Collaborated with team members to develop strategies for improving customer experience and retention.
Professional Pet Sitter
Self Employed
2018.06 - Current
- Maintained detailed records of each pet's needs, preferences, and behaviors for future reference.
- Conducted initial consultations with potential clients to assess their specific needs and preferences
- Developed strong relationships with clients, leading to numerous referrals and repeat business.
- Enhanced client satisfaction by providing personalized and attentive care to their pets.
- Supported clients during times of grief with compassionate and discreet pet care after the loss of a beloved animal companion.
- Improved the well-being of pets by consistently maintaining a clean and healthy environment.
- Assisted in training puppies and young dogs on basic commands using positive reinforcement techniques.
- Enhanced overall client experience by offering additional services such as house sitting, plant care, and mail collection during pet sitting assignments.
- Adhered to all applicable regulations regarding animal welfare while conducting business activities in a legal manner.
- Managed schedules efficiently, accommodating last-minute requests and emergencies as needed.
- Provided timely updates and photos to pet owners, offering peace of mind during their absence.
- Handled emergency situations calmly and professionally while coordinating appropriate veterinary care when necessary
- Administered medications as instructed by pet owners or veterinarians, monitoring pets for any adverse effects or reactions
- Communicated professionally with pet owners via phone, email or text.
- Managed pet safety and wellness in owners' absence by securing yard gates and removing items that could make pets sick.
- Provided daily physical exercise, mental stimulation and socialization to keep pets healthy and ward off unwanted behavior.
- Followed pet care instructions for dietary needs and medication regimens.
- Monitored animals for behavioral problems and signs of health issues.
Education
Certificate - Project Management
Google Through Coursera
Specialization - People Management
University of Wisconsin Through Coursera
Skills
- Complaint Handling
- Fast Learner
- Customer Service
- Problem-Solving
- Attention to Detail
- Multitasking and Organization
- Positive and Friendly
- Customer Support
- Willingness to Lead
- Customer Correspondence
- Interpersonal Communication
- Payment Processing
- Complaint resolution
- Credit card processing
- Order Fulfillment
- Relationship Management
- Customer Account Management
References
Brenda Batterman: Store Manager The Market 1-402-450-0024
Marcia Beck: Coworker The Market 1-402-699-1334
Susan Baker: Neighbor and Pet sitting Client 1-402-560-0007
Troy and Amy Boyle: Neighbors and Pet sitting clients 1-402-201-5527 (Troy) 1-402-201-5361(Amy)
Timeline
Lead CEA/Supervisor/Local Products Manager
The Market
2023.02 - Current
Professional Pet Sitter
Self Employed
2018.06 - Current
Certificate - Project Management
Google Through Coursera
Specialization - People Management
University of Wisconsin Through Coursera