Heidi Potter
Forty Fort PA,PA
Summary
Spearheaded customer service operations, leveraging 13+ years of experience to drive team success, manage escalations, and enhance customer retention.
Overview
15
15
years of professional experience
Work History
Customer Service and Project Manager
AZEK Building Products by James Hardie
01.2023 - Current
- Assisted team members in achieving customer satisfaction goals as a contact center supervisor from July 2023 to September 2024. Supported training initiatives for new hires to enhance service quality. Helped resolve customer inquiries and issues effectively. Promoted to customer manager in September 2024, overseeing team performance and operational efficiency.
- Executed comprehensive quality monitoring for all team members to enhance performance standards.
- Defined performance objectives and executed customized coaching and mentoring strategies.
- Facilitated ongoing communication with customer service manager and leadership team to ensure alignment on priorities and objectives.
- Facilitated first-call resolution by actively listening to customer concerns and providing timely, effective solutions.
- Acknowledged as a proactive leader and collaborative team player who exemplifies Azek core values.
- Facilitated hiring process by conducting interviews and mentoring new hires for effective onboarding.
- Facilitated regular one-on-one meetings with team members to establish clear expectations and measurable goals.
- Managed conduct and performance issues in alignment with HR guidelines for disciplinary actions.
- Implemented performance improvement plans to address and bridge gaps in team member performance.
- Facilitated daily updates to team members regarding new procedures, policies, and operational changes.
- Analyze data from Qualtrics to gain insight on customer survey.
Director of Sales
Genetti
01.2022 - 01.2023
- Developed and executed marketing campaigns
- Managed accounts and engagement.
- Designed promotional materials and advertisements.
- Organized and created events
Team Leader
Boden USA
01.2011 - 01.2022
- Supervised a team of 30+ Customer Experience Specialists
- Monitored and reviews calls, chats, texts, emails and other correspondence between specialists and customers.
- Ensured adequate coverage by monitoring call arrival patterns, adherence to schedules, and agent availability.
- Collected data and prepared reports on department goals, volumes, and agent performance
- Prepared knowledge-based documents such as summaries and responses to frequently asked questions.
- Identified opportunities to update or improve customer service procedures and makes recommendations to Customer Service Manager.
- Responsible for interviewing and hiring new associates.
- Conducted performance evaluations of assigned staff on a yearly basis.
- Handled all performance improvements plans, corrective actions and termination of employees as needed and in accordance with company policy.
Education
High School - undefined
Freedom Academy
Skills
Achieved seamless project execution through proactive communication and collaboration Enhanced team dynamics, resulting in improved project outcomes Drove initiatives that strengthened interdepartmental partnerships and increased overall efficiency
Achieved high customer satisfaction by effectively managing escalations and resolving issues promptly Improved customer experience through proactive support and streamlined communication processes Enhanced team collaboration to drive service excellence and customer loyalty
Achieved high customer retention through proactive relationship management and tailored support initiatives Enhanced client satisfaction by addressing concerns promptly and effectively Fostered long-term partnerships that contributed to business growth
Achieved seamless onboarding experiences for new employees through comprehensive training initiatives Enhanced team productivity by implementing effective training strategies that improved skill acquisition Cultivated a culture of continuous learning, resulting in increased employee engagement
Streamlined processes to achieve operational excellence and improve overall performance
Achieved significant sales increases through targeted customer outreach and relationship building Drove team performance by implementing best practices in sales techniques Cultivated a positive shopping experience that resulted in repeat business
Achieved project milestones through effective management of team dynamics and resource allocation Delivered high-quality outcomes by implementing streamlined processes and fostering collaboration Drove project success by addressing challenges and optimizing team performance
Achieved streamlined operations through effective Salesforce implementation Enhanced user adoption rates by providing comprehensive training and support Improved data accuracy, resulting in better decision-making capabilities for sales teams
Achieved high customer satisfaction ratings through proactive engagement and tailored service Enhanced store performance by streamlining processes and improving team collaboration Drove sales increases by fostering a positive shopping environment and addressing customer needs effectively
Timeline
Customer Service and Project Manager
AZEK Building Products by James Hardie
01.2023 - Current
Director of Sales
Genetti
01.2022 - 01.2023
Team Leader
Boden USA
01.2011 - 01.2022
High School - undefined
Freedom Academy