Heidi Noonan
Anchorage,AK
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Successful [Job Title] with [Number] years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Care Representative
General Communications, Inc. (GCI)
09.2003 - 02.2012
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Logged call information and solutions provided into internal database.
- Maintained and managed customer files and databases.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Resolved concerns with products or services to help with retention and drive sales.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
- Managed supplier deliveries around client needs to increase client retention.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Travel Counselor
SATO Travel
06.2002 - 06.2003
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Followed up with customers to increase customer service with travel plans.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
Emergency Travel Counselor
American Express
05.2000 - 06.2002
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Followed up with customers to increase customer service with travel plans.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Updated and maintained customer databases to increase customer retention.
- Generated reports on travel trends and customer feedback to inform business goals.
Travel Agent
One-Stop Travel
09.1999 - 05.2000
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Followed up with customers to increase customer service with travel plans.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
- Collaborated with colleagues to create and promote special travel packages.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
Travel Agent
Thrifty Travel
06.1999 - 09.1999
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Followed up with customers to increase customer service with travel plans.
Travel Specialist
Hawaiian Vacations
05.1997 - 06.1999
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Followed up with customers to increase customer service with travel plans.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Customer Service Agent
United Airlines
02.1996 - 05.1997
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Contacted customers to return routine and general calls promptly.
- Facilitated communications through management of inbound and outbound customer calls.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Certificate - Travel
Career Academy
Anchorage, AK12.1995
High School Diploma -
Service High School
Anchorage, AK06.1989
Skills
- Calm and Professional Under Pressure
- Project Management
- Client Meetings
- Customer Retention Strategies
- Inbound Customer Service
- Data Integrity
- Customer Data Confidentiality
- Brand Representation
- Customer Relations
- Clerical Support
- Greeting Visitors
- Constructive Feedback
- Solution Coordination
- Microsoft Office
- Effective Working Relationships
- Customer Inquiry Response
- Customer Relationship Management
- Issue and Complaint Resolution
- Complex Product Knowledge
- Administrative and Office Support
- Sales and Upselling
- Problem Resolution
- Business Opportunities Support
- Documentation
- Document and Records Management
Accomplishments
- Documented and resolved [Issue] which led to [Results].
Certification
Travel
Timeline
Customer Care Representative
General Communications, Inc. (GCI)
09.2003 - 02.2012
Travel Counselor
SATO Travel
06.2002 - 06.2003
Emergency Travel Counselor
American Express
05.2000 - 06.2002
Travel Agent
One-Stop Travel
09.1999 - 05.2000
Travel Agent
Thrifty Travel
06.1999 - 09.1999
Travel Specialist
Hawaiian Vacations
05.1997 - 06.1999
Customer Service Agent
United Airlines
02.1996 - 05.1997
Certificate - Travel
Career Academy
High School Diploma -
Service High School
Travel
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