Summary
Overview
Work History
Education
Skills
Interests
Timeline
Heidi K. Thomas

Heidi K. Thomas

call center
Wasilla,AK

Summary

  • Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
  • Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
  • Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.

Overview

28
28
years of professional experience

Work History

Call Center Representative

CVS Caremark
02.2016 - 05.2024
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Assisting members with their pharmacy benefit plans.
  • Taking inbound calls and answer questions regarding prescription insurance, medication coverage and mail order prescriptions so that customers better understand their coverage and options.
  • Through the skills and knowledge I learned, I was able offer the solutions needed to help simplify customers' health care experience.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.

Pharmacy Cashier

Long's Drugs
04.2015 - 02.2016
  • Developed strong relationships with customers through consistent professionalism and excellent interpersonal skills.
  • Served as a reliable backup when staffing shortages occurred in other areas of the pharmacy or store.
  • Supported pharmacy team by answering phone calls, directing inquiries, and taking accurate messages.
  • Efficiently processed prescription drop-offs and pick-ups while maintaining strict adherence to HIPAA regulations.
  • Registered customer purchases on assigned cash register, collected cash and distributed change, processing voids, returns, rain checks, refunds and exchanges.
  • Operated pharmacy systems to obtain patient prescription status, communicating with prescribing physicians and in-store pharmacists to clarify orders and meet specifications.
  • Greet customers and determine their needs
  • Process customer payments accurately and efficiently
  • Answer customer questions regarding over-the-counter products
  • Maintain a clean, organized workspace
  • Assist in stocking shelves and organizing products
  • Prepare prescription labels for customers
  • Handle returns, exchanges, and refunds in a courteous manner
  • Maintain records of customer purchases
  • Ensure the security of all cash and other payments
  • Enforced compliance with state and local laws regarding regulated products such as prescription drugs, over-the-counter items with purchase limits, alcoholic beverages and tobacco products.
  • Ensured compliance with all legal requirements for pharmacy retail, including controlled substances handling.
  • Handled financial transactions, including cash, credit, and insurance payments, with precision and integrity.

Retail Sales Associate

Long's Drugs
08.2011 - 02.2016
  • Greeted customers and helped with product questions, selections, and purchases.
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
  • Providing differentiated customer service by anticipating customer needs and resolving potential service issues.
  • Greeting customers warmly and assisting them in locating items as needed.
  • Accurately performing cashier duties, including handling cash, checks, and credit card transactions.
  • Maintaining the sales floor by restocking shelves and completing inventory management tasks as directed by the store manager.
  • Supporting opening and closing store activities when needed.
  • Providing customer support to all departments, ensuring they are fully stocked and operational.
  • Assisting pharmacy personnel and working regular shifts in the pharmacy as part of career development opportunities.
  • Embracing and advocating for new CVS services and loyalty programs.
  • Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
  • Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
  • Participated in periodic inventory counts to maintain accurate stock levels.
  • Developed rapport with regular customers, fostering welcoming store atmosphere.
  • Managed cash register, ensuring accurate transactions and safeguarding against losses.
  • Increased sales floor efficiency by organizing merchandise and ensuring items were easy to locate.
  • Assisted in setting up promotional displays to attract customer attention and boost sales.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Trained new employees in sales techniques and store procedures, improving team effectiveness.

Accounts Payable and Receivable Clerk

Mauna Lani Resort
08.2005 - 08.2008
  • Resolved complex billing disputes between vendors or clients to ensure smooth operations and minimize delays in payment processing.
  • Maintained detailed aging reports on outstanding balances owed, enabling accurate assessment of company''s cash position at any given time.
  • Managed electronic payment systems to streamline payment processes and reduce errors.
  • Reviewed vendor invoices for appropriate documentation and validity prior to payment.
  • Managed collections and follow-up on past-due accounts to speed up payments and minimize risk.
  • Provided exceptional customer service when addressing client inquiries regarding billing or payment matters, resulting in improved client satisfaction levels.
  • Prepared vendor invoices and processed incoming payments.
  • Maintained accurate and complete records to document transactions and support decision-making.
  • Reduced outstanding receivables by consistently following up on overdue invoices and negotiating payment plans with clients.
  • Prepared monthly reports of accounts receivable and accounts payable for management review.
  • Entered figures using 10-key calculator to compute data quickly.
  • Input financial data and produced reports using Fidelio.

Equestrian Coach

Hawaii Preparatory Academy
06.1996 - 08.2005
  • Managed horse care routines, ensuring proper nutrition, exercise, grooming, and overall well-being of the animals.
  • Increased student retention rate by establishing a positive learning environment and fostering strong connections with students, parents, and the equestrian community.
  • Addressed specific rider challenges by collaborating with equine healthcare professionals such as veterinarians, farriers, and saddle fitters.
  • Organized successful competitive events, providing valuable experience for riders at various skill levels.
  • Physical care of 30 horses; including some feeding, grooming, hooves, and scheduling vet visits.
  • Mentored junior coaches in effective coaching techniques, contributing to their professional growth within the field of equestrian sports.
  • Expanded client base by participating in community outreach initiatives such as school visits or hosting open house events at the facility.
  • Coordinated rider evaluations to assess progress accurately and adjust training plans accordingly.
  • Collaborated with other equestrian professionals to supplement coaching knowledge and stay current on industry trends.
  • Facilitated goal-setting discussions with students to encourage commitment and dedication towards personal improvement in riding skills.
  • Incorporated video analysis into lessons to provide visual feedback on riding technique improvement areas for students'' better understanding.
  • Raised safety awareness through regular implementation of safety protocols during lessons and horse handling.
  • Nurtured long-lasting relationships with local barns and equestrian centers for expanded networking opportunities.
  • Promoted a sense of teamwork among riders through collaborative activities both in and out of the saddle.
  • Developed riders'' confidence through consistent encouragement and constructive feedback during training sessions.
  • Efficiently managed administrative tasks including scheduling lessons, billing clients, and maintaining accurate records of student progress.
  • Taught proper communication and riding commands for optimal control and safety around horses.
  • Cleaned and maintained facility with 30 horses and adhered to veterinary visit schedule, feeding routines, and cleaning practices.
  • Diffused potentially dangerous situations between horses and students with practices instilled through experience and repetition.
  • Kept animals stimulated with variety of enrichment activities.
  • Observed animals during different activities to identify possible illnesses or injuries requiring care.
  • Talked to or interacted with animals to increase familiarity with human voices or contact.
  • Maintained clean, neat, and hazard-free animal areas to protect individual health and wellbeing.
  • Educated students on proper hoof care, vitamin and food supplements and proper conditions for horse health maintenance.
  • Ensured high-quality instruction by staying up-to-date on relevant certifications, professional development courses, clinics, workshops, and seminars.

Sales Representative

Mauna Kea Helicopters
11.1998 - 11.2000
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
  • Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
  • Stayed up-to-date with industry trends to position company as market leader.
  • Cultivated deep understanding of product features to answer questions and overcome objections.


Concierge

Orchid at Mauna Lani
11.1998 - 11.2000
  • Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
  • Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
  • Coordinated transportation arrangements for guests, leading to seamless travel experiences.
  • Provided language translation services as needed, easing communication barriers for international guests.
  • Assisted in planning and executing special events, contributing to memorable guest experiences.
  • Streamlined ticket booking process for local attractions, improving efficiency and guest satisfaction.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Assisted guests with variety of services and local attraction information.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Scheduled and confirmed restaurant reservations for guests.
  • detailed Guest Itineraries using WordPerfect,
  • Booking extensive tour sales
  • Understanding internal hotel functions
  • Active airline reservation manipulation
  • Extensive use of phone, fax, Xerox and computers
  • Extensive knowledge of the island tours and activities.

Education

Hawaii Preparatory Academy, Kamuela, HI
05-1991

Bachelor of Science - Personal Finance

Colorado State University, Fort Collins, CO
05-1996

Associate of Arts - Music

University of Hawaii At Manoa, Honolulu, HI
05-2013

No Degree - Hawaiian Studies

University of Hawaii At Manoa, Honolulu, HI
05-2013

Skills

  • Problem-solving skills
  • Customer support
  • Data entry
  • Customer service
  • Verbal and written communication
  • Resolving issues
  • Inbound phone calls
  • Call center operations
  • Answering questions
  • Complaint resolution
  • Product knowledge
  • Payment processing

Interests

  • I have always enjoyed singing in choirs, community theatre and opera productions I spent many years in community theatre making sets and costumes
  • I also spent many years around horses I used to teach people how to care for and ride horses
  • Lastly, I enjoy researching my family genealogy I spent many years researching my Hawaiian lineage
  • Other interests I have are walking, hiking, swimming, ice-skating, roller skating, fishing, star gazing, reading, computer games (Twitch), puzzles and social media

Timeline

Call Center Representative - CVS Caremark
02.2016 - 05.2024
Pharmacy Cashier - Long's Drugs
04.2015 - 02.2016
Retail Sales Associate - Long's Drugs
08.2011 - 02.2016
Accounts Payable and Receivable Clerk - Mauna Lani Resort
08.2005 - 08.2008
Sales Representative - Mauna Kea Helicopters
11.1998 - 11.2000
Concierge - Orchid at Mauna Lani
11.1998 - 11.2000
Equestrian Coach - Hawaii Preparatory Academy
06.1996 - 08.2005
Hawaii Preparatory Academy - ,
Colorado State University - Bachelor of Science, Personal Finance
University of Hawaii At Manoa - Associate of Arts, Music
University of Hawaii At Manoa - No Degree, Hawaiian Studies

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