Dedicated professional Customer Service Representative with extensive supervisory/team lead experience to promote company services and quality assurance with utmost responsibility and confidentiality.
Hi, I’m
Heidi Riley
Customer service
Heath,OH
Summary
Overview
32
years of professional experience
1
Certification
Work History
Bimbo® Bakeries USAZanesville, Ohio
Shipping Coordinator
10.2022 - 09.2024
Job overview
SpectrumZanesville, OH
Customer Service Representative/Team Lead
11.2018 - 12.2021
Job overview
- Worked with a team of 35 agents with problem-solving and accuracy along with skills to improve their stats to become better agents
B's SewingZanesville, OH
Customer Service Representative
01.2013 - 07.2013
Job overview
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
- Built rapport with customers through active listening, empathy, and personalized interactions
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
- Maintained detailed records of all customer interactions in CRM system for future reference and analysis
- Identified opportunities for process improvement based on common customer inquiries or pain points
- Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
- Upsold additional products or services to customers based on their needs and preferences
- Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
- Assisted with order fulfillment processes such as tracking shipments or coordinating returns/exchanges when necessary
- Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
- Contributed to team success by achieving individual targets while also supporting colleagues during peak periods
- Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
- Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
- Cultivated positive relationships with key clients through regular communication channels such as phone calls or email correspondence
- Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
- Increased efficiency by suggesting and implementing process improvements that reduced average handling time for customer inquiries
- Collaborated with the product development team to provide valuable customer feedback on product features, usability, and enhancements
- Assisted in training new hires by sharing best practices, providing guidance, and offering support during their onboarding process
- Recognized as a subject matter expert within the department due to extensive knowledge of company products and policies
- Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image
- Achieved XX% increase in customer satisfaction ratings through proactive problem-solving and personalized service delivery
Cash Lady Luck CasinoCaruthersville, MO
Cage Cashier
09.2012 - 02.2013
Job overview
- Maintained a balanced cash drawer at all times, reconciling discrepancies promptly and accurately
- Provided exceptional customer service by assisting patrons with inquiries, resolving issues, and addressing concerns
- Operated computerized systems to process credit card payments and issue vouchers or chips for gaming purposes
- Adhered to strict security protocols to prevent fraud or theft, following established procedures and guidelines
- Collaborated with other team members to ensure smooth operations during high-volume periods
- Managed financial transactions in compliance with regulatory requirements and internal policies
- Assisted in training new cage cashiers on cash handling procedures and customer service standards
- Maintained a clean and organized work area, including the counting room and cashier stations
- Performed accurate calculations when exchanging foreign currency for customers traveling from abroad
- Resolved disputes related to incorrect payouts or discrepancies in chip counts with professionalism and efficiency
- Updated records of financial transactions using computer software or manual logs as required by company policies
- Implemented efficient processes for tracking casino markers issued to players
- Collaborated with accounting department to reconcile daily revenue reports
- Developed strong knowledge of casino games rules, regulations, payout structures
- Ensured compliance with anti-money laundering (AML) regulations through diligent monitoring
- Assisted in conducting audits of cage operations to identify areas for improvement
- Maintained confidentiality regarding sensitive customer information during all interactions
- Served as a point of contact for VIP guests requiring special services or accommodations
- Participated in regular staff meetings to discuss operational updates and address any concerns raised by team members
- Demonstrated excellent communication skills when interacting with diverse clientele from various cultural backgrounds
Zanesville, OH
Picker/Packer
01.2010 - 12.2012
Job overview
Muskingum County Job & Family ServicesZanesville, OH
Team Lead
01.2006 - 12.2007
Job overview
The Longaberger CompanyGranville, Ohio
Team Lead
07.2001 - 09.2004
Job overview
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
The Longaberger CompanyFrazeysburg, OH
Quality Assurance Inspector
08.1994 - 09.2004
Job overview
- Performed visual inspections of products to ensure product quality.
- Conducted tests on components and finished products to verify conformance to specifications.
- Monitored production operations to identify potential problems with quality assurance.
The Longaberger CompanyDresden, Ohio
Adminatrative Assistant
06.1992 - 09.2004
Job overview
- Organized and maintained filing systems for documents and records.
- Assisted in the preparation of reports, presentations and correspondence.
- Ensured office equipment was operational, stocked with supplies and maintained in a clean condition.
The Longaberger CompanyFrazeysburg, OH
Basket Maker
06.1996 - 06.2000
Job overview
- Assisted in designing and creating custom baskets for customers.
- Calculated the costs of materials needed to create each basket.
- Developed new techniques to enhance the quality of baskets produced.
Muskingum County Job & Family ServicesFrazeysburg, OH
Administrative Assistant
02.1993 - 05.1995
Job overview
- Worked for co-founder of The Longaberger Company as administrator conquering any and every type of issues from the office to the basket making factory
Education
Zane State CollegeZanesville, OH
Associate's from Business Management
06.1997
University Overview
High school diploma or GED
University Overview
Skills
- Business Communications
- Calculator
- Business Math
- Telephone Techniques
- Business Law
- Filing
- Accounting I&II
- Spelling
- Typing I&II
- Economics
- Legal Transcription
- Medical Machine Transcription
- Word Perfect
- Microsoft Office
- Word Perfect Advanced
- Microsoft Word
- Windows
- Microsoft Works
- AS 400
- Microsoft Power Point
- Fox Pro
- Microsoft Access
- Intranet
- Group Sites
- People Soft
- Group Wise
- Peachtree
- Internet
- Velocity
- Pro Ship
- EWarehouse
- Computer Networking
- Administrative Experience
- Quality Assurance
- Human Resources
- Accounts Payable
- Payroll
- QuickBooks
- Microsoft Excel
- Databases
- Accounts Receivable
- Microsoft SharePoint
- Microsoft Outlook
- Office Management
- English
- Customer service
- Kronos
- Customer support
- Clerical experience
- Adobe Creative Suite
- Documentation review
- Live chat
- Conflict management
- Guest services
- Hospitality
- Telecommunication
- Research
- Guest relations
- Social media management
- Time management
- Project Management
- Business Analysis
- Customer relationship management
- Negotiation
- CRM software
- Leadership
- Google Docs
- Presentation skills
- IVR
- Interviewing
- HRIS
Certification
- Certified Property Manager
- Certified Apartment Manager
- Driver's License
Personal Information
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Shipping Coordinator
Bimbo® Bakeries USA
10.2022 - 09.2024
Customer Service Representative/Team Lead
Spectrum
11.2018 - 12.2021
Customer Service Representative
B's Sewing
01.2013 - 07.2013
Cage Cashier
Cash Lady Luck Casino
09.2012 - 02.2013
Picker/Packer
01.2010 - 12.2012
Team Lead
Muskingum County Job & Family Services
01.2006 - 12.2007
Team Lead
The Longaberger Company
07.2001 - 09.2004
Basket Maker
The Longaberger Company
06.1996 - 06.2000
Quality Assurance Inspector
The Longaberger Company
08.1994 - 09.2004
Administrative Assistant
Muskingum County Job & Family Services
02.1993 - 05.1995
Adminatrative Assistant
The Longaberger Company
06.1992 - 09.2004
Zane State College
Associate's from Business Management
High school diploma or GED
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