Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
Generic

Heidi Thornquist

Forney

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Customer Service Representative

GEICO
06.2018 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Assisted customers in navigating company website improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Dialer

Wholesale Direct Metals
02.2015 - 01.2017
  • Contributed to business development efforts by identifying opportunities to expand existing campaigns or launch new initiatives using the full capabilities of the dialer system to drive increased revenue generation.
  • Conducted ongoing analysis of dialer metrics to identify areas for improvement and implement necessary changes.
  • Collaborated with sales teams to develop targeted calling lists and strategies that maximized lead generation.
  • Engaging with clients through outgoing phone calls. Leading a persuasive conversation, connecting with the customer to connect them with a sales specialist.

Retail Sales Associate-Salon Shoes

Nordstrom
05.2011 - 01.2015
  • Greeted customers and helped with product questions, selections, and purchases.
  • Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
  • Engaging with upscale clients, selling on commission based earnings.
  • Building and maintaining relationships
  • Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.

Assistant Manager

Juicy Couture
11.2005 - 05.2011
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Following and enforcing company policy/procedures.
  • Training and motivating employees, to ensure exceptional customer experience.
  • Ensure consistency in Loss Prevention directives.
  • Conduct ongoing training and development of associates.
  • Assist in all aspects of store operations.

Assistant Manager

Liz Claiborne
12.2001 - 11.2005
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.
  • Conducted performance evaluations and provided constructive feedback to employees.
  • Implemented loss prevention strategies, significantly reducing shrinkage.
  • Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
  • Analyzed sales data to identify trends and adjust inventory orders accordingly.

Education

No Degree - Accounting

Grays Harbor Community College
Aberdeen, WA
01-1999

High School Diploma -

White Swan High School
White Swan, WA
05-1998

Skills

  • Client support
  • Effective listening
  • Problem-solving skills
  • Proficient in computer applications
  • Adaptability to new skills
  • Conflict resolution
  • Customer service experience
  • Customer complaint resolution
  • Complaint resolution
  • Professional telephone demeanor

Accomplishments

  • Supervised team of 30 staff members.
  • #1 Store in the country for 2 years in a row (Juicy Couture)
  • 2024 Ace Top 10%
  • 2023 Ace Top 10%
  • 2022 Chairman's Club Top Agent

Certification

Insurance License


Interests

  • Road Trips
  • I enjoy cooking for friends and family gatherings
  • Music
  • Karoake
  • Hiking

Timeline

Customer Service Representative

GEICO
06.2018 - Current

Dialer

Wholesale Direct Metals
02.2015 - 01.2017

Retail Sales Associate-Salon Shoes

Nordstrom
05.2011 - 01.2015

Assistant Manager

Juicy Couture
11.2005 - 05.2011

Assistant Manager

Liz Claiborne
12.2001 - 11.2005

No Degree - Accounting

Grays Harbor Community College

High School Diploma -

White Swan High School

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