Summary
Overview
Work History
Skills
Projects
Awards
Languages
Hobbies
Timeline
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Heidi Tillman

Bakersfield,CA

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

34
34
years of professional experience

Work History

Customer Happiness Manager

Vorwerk LLC
10.2018 - Current
    • Maintain CSAT scores over 90% consistently
    • QA department to ensure processes are being followed and brand promise is being delivered, provide insights to management on customer feedback and product issues for improvements company-wide
    • Collaborate with global colleagues to ensure each country is aligned with the approach to customers
    • Follow up on consultant balance due to collect final payments and follow up with customers on disputed or fraudulent charges.
    • Accomplished multiple tasks within established timeframes.
    • Maximized performance by monitoring daily activities and mentoring team members.
    • Onboarded new employees with training and new hire documentation in USA and Canada.
    • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments that align with company values while working within consumer law, warranty, and customer experience values while supporting 3 languages.
    • Developed systems and procedures to improve operational quality and team efficiency.
    • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
    • Created, monitored and revised scheduling based on customer and business needs
    • Managed crisis response to minimize potential negative impacts on company.

COO and Real Estate Agen

Metes & Bounds Realty
01.2010 - 10.2018
  • Partner in developing an organization at the height of the real estate and mortgage collapse, specializing in serving customers in hardship
  • Oversaw day-to-day operations to keep organization running smoothly while meeting business goals.
  • Onboarded new employees with training and new hire documentation.
  • Work with individual consumers throughout the real estate transaction
  • Market company and individual sales and host open houses
  • Responsible for all payroll, invoicing, and accounts payable
  • Responsible for organizing corporate games, team buildings, and company parties
  • Coordinated different vendors for each property for inspections, repairs, and appraisals.
  • Negotiated contracts and agreements to secure favorable terms and maximize profits.

Operations Manager

Golds Gym
03.2007 - 01.2010
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Sales for Juice Bar, Membership, and Tanning
  • Ensure 50,000 SQ FT facility was operational and hazard-free at all times with over 2000 member check-ins daily
  • Handled all injury incidents with members as well as all member complaints and issues
  • Sales on renewal memberships.

Executive Assistant to the President

Mortech Financial
01.2002 - 03.2007
  • Organized and coordinated conferences and monthly meetings.
  • Processed travel expenses and reimbursements for executive team and senior management group.
  • Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
  • Handled confidential and sensitive information with discretion and tact.
  • Screened calls and emails and responded accordingly to support executive correspondence.
  • Worked with senior management to initiate new projects and assist in various processes.
  • Filed paperwork and organized computer-based information.
  • Coordinated events and worked on ad hoc projects.

Multiple Positions

Whole Foods Market
02.1990 - 01.2000
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Managed a team of up to 35 cashiers including training, scheduling and developing.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Developed and maintained courteous and effective working relationships.

Skills

  • 20 years in customer service, leading, process development, and operations
  • Experience in managing large teams in a retail environment with high customer satisfaction
  • Customer Relationship Management
  • Creating and following processes while staying within the requirements of warranty and consumer laws
  • Proficient in over 15 different software platforms
  • Performance Management/Staff Development
  • Contract Management
  • Policy Implementation
  • Complex Problem-Solving
  • Key Performance Indicators (KPI)

Projects

Canada Launch:  Team lead for implementation for the French language as well as creating the Customer Happiness department supporting 3 languages and consumer law requirements for Canada launch, 

Awards

Toastmaster level 1 certificate President’s Award 2018

Languages

English

Hobbies

Enjoy hiking, National Parks, Landscape Photography. Foodie, Travel

Timeline

Customer Happiness Manager

Vorwerk LLC
10.2018 - Current

COO and Real Estate Agen

Metes & Bounds Realty
01.2010 - 10.2018

Operations Manager

Golds Gym
03.2007 - 01.2010

Executive Assistant to the President

Mortech Financial
01.2002 - 03.2007

Multiple Positions

Whole Foods Market
02.1990 - 01.2000

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Heidi Tillman