Heidi Taylor
Wonder Lake,IL
Summary
Results-driven Electronics Technician and Customer Solutions Specialist at Snap-On Tools, proficient in complaint investigation and maintaining professionalism in high-pressure environments. Achievements include significantly enhancing customer satisfaction and streamlining operations through effective teamwork and advanced computer skills. Expertise in efficient problem resolution contributes to operational excellence.
Overview
26
26
years of professional experience
Work History
Customer Solutions Specialist
Snap-0n Tools
Crystal Lake, IL
08.2021 - Current
- Conducted research into customer needs and preferences in order to develop solutions that meet their requirements when they have a franchisee, and when they do not.
- Process credit card orders, process warranties, repairs, and de-escalate situations with the FPT and the customer in both the United States and Canada.
Customer Service CX Agent
Snap-On Tools
Crystal Lake, IL
01.2015 - 08.2021
- Answered phone calls in a professional manner while providing excellent customer service.
- Monitored incoming emails, phone calls, and other forms of communication for customer service requests.
- Answered phone calls promptly and professionally while providing excellent customer service.
- Floor trainer for new hires
- Became the Customer Solutions Back-Up agent in 2018
Office Clerk
Snap-0n Tools
Crystal Lake, IL
01.2000 - 01.2015
- Managed daily office operations and maintained a clean and efficient workspace.
- Troubleshot office equipment, computer hardware and software issues.
- Answered phone calls in a professional manner and transferred calls accordingly.
- Monitored and directed work of lower-level clerks.
- Provided customer service, addressing inquiries and resolving issues promptly.
- Provided administrative support such as typing documents, filing paperwork, photocopying, scanning documents, and faxing documents.
- Trained staff members to perform work activities and use computer applications.
- Handled incoming and outgoing mail and packages, including preparation for shipping.
- Scanned documents into computer system for storage purposes.
- Copied, sorted and filed records of office activities and business transactions.
- Monitored office supplies inventory and placed orders when necessary.
- Inventoried and ordered materials, supplies and services.
- Operated photocopiers and scanners, facsimile machines and personal computers.
- Kept office records organized and supplies well-stocked for optimal team performance.
Electronics Technician
Snap-On Tools
Crystal Lake, IL
05.1999 - 01.2000
- Assembled complex electrical assemblies from drawings provided by engineering staff.
- Conducted routine maintenance on electronic equipment to ensure optimal functionality.
- Performed diagnostics and testing to locate root causes and resolve issues for optimal performance.
- Worked both independently and with crews to interpret electrical malfunctions and make repairs quickly to minimize downtime for customers.
- Performed soldering tasks to repair or assemble electronic components.
- Identified and diagnosed malfunctioning electronic components, systems, and equipment.
Education
Electronic Engineering Certificate - Electronic Engineering
McHenry County College
Crystal Lake, IL05-1991
Skills
- Complaint investigation
- Reporting and documentation
- Merchandise orders and exchanges
- Professional phone voice
- Verbal and written communication
- Teamwork
- Calm and professional under pressure
- Computer skills
Timeline
Customer Solutions Specialist
Snap-0n Tools
08.2021 - Current
Customer Service CX Agent
Snap-On Tools
01.2015 - 08.2021
Office Clerk
Snap-0n Tools
01.2000 - 01.2015
Electronics Technician
Snap-On Tools
05.1999 - 01.2000
Electronic Engineering Certificate - Electronic Engineering
McHenry County College
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