Heidy Fluker
Summary
Bilingual Quality Analyst with expertise in customer service and quality assurance. Skilled in monitoring interactions, analyzing trends, and providing feedback to drive continuous improvement. Proficient in coaching teams, training new hires, and implementing First Touch Resolution strategies. Proven ability to prioritize tasks, meet KPIs, and resolve customer concerns with a focus on satisfaction and loyalty.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Bilingual Human Resource Service Center Associate
The Home Depot
06.2024 - Current
- Monitored HR-related interactions , ensuring that first-contact resolutions were achieved with a 98% accuracy rate, aligning with the company's First Touch Resolution initiative.
- Provided feedback to management regarding quality trends, skill gaps, and opportunities for process improvements, resulting in a 10% reduction in resolution time.
- Presented team progress and quality insights in regular meetings, collaborating with management to strategize and implement improvements for the department.
- Conducted monthly coaching sessions with coworkers to improve areas of opportunity, reinforcing positive behaviors, and improving overall team performance.
- Responded to customer concerns regarding policies, pay, and leave issues, maintaining a 95% customer satisfaction rate.
- Led training refreshers for new hires and existing team members, improving knowledge retention and performance.
Bilingual Member Care Representative
Snapping Shoals EMC
04.2023 - 01.2024
- Handled over 60 customer interactions daily, identifying trends in service issues and proactively suggesting process improvements to management.
- Achieved a 95% customer satisfaction rate by resolving inquiries quickly and effectively, ensuring positive outcomes and minimizing escalations.
- Collaborated with cross-functional teams to ensure service quality and operational efficiency, reducing service-related issues and customer wait times.
Bilingual Customer Service Representative
Georgia Power Company
07.2021 - 10.2023
- Resolved 90% of customer concerns on the first call, focusing on First Touch Resolution and enhancing the customer experience.
- Coached and mentored team members on resolving complex issues, improving overall team performance and customer satisfaction.
- Worked closely with managers to identify quality trends and implement improvements that reduced call volume and handling time by 25%.
Human Resource Specialist
U.S. Army
07.2019 - 07.2021
- Managed HR functions for over 200 soldiers , ensuring compliance with regulations and accurate payroll processing.
- Analyzed personnel issues and implemented changes that improved administrative efficiency by 20%, supporting the overall goal of operational excellence.
- Trained and mentored HR personnel, ensuring adherence to best practices and fostering a collaborative team environment.
Education
Liberty University
05-2028
High School Diploma -
Whittier High School District
05.2019
Skills
- Quality Monitoring & Evaluation
- Coaching & Training
- Process Improvement
- First Touch Resolution
- Customer Service Excellence
- Data Analysis & Reporting
- Bilingual Communication
- CRM & HRIS Systems
Accomplishments
- Excellence in Customer Service : Consistently recognized for outstanding service, improving customer satisfaction and loyalty.
- Team Leadership : Supervised and mentored a team of 12, enhancing efficiency and morale.
- Process Improvement : Developed peer coaching programs, boosting employee performance and customer satisfaction.
- Operational Efficiency : Created inventory tracking spreadsheets in Excel, streamlining operations and reducing errors.
- Employee Satisfaction : Achieved 100% satisfaction by introducing note-taking software, improving communication.
- Business Impact : Regularly acknowledged by management for contributions to process improvements and customer service excellence.
Technical Skills
- CRM & HRIS Systems : Salesforce, Workday, Amplify, EEM, Dimensions
- Office Software : Microsoft Office 365 (Excel, Word, Outlook), Microsoft Teams
- Languages : Fluent in English and Spanish
Certification
- Certified Bilingual Professional (CBP)
- Customer Experience Management
- Army Basic Leader Course
- Tableau Desktop Qualified Associate -Tableau Software
Timeline
Bilingual Human Resource Service Center Associate
The Home Depot
06.2024 - Current
Bilingual Member Care Representative
Snapping Shoals EMC
04.2023 - 01.2024
Bilingual Customer Service Representative
Georgia Power Company
07.2021 - 10.2023
Human Resource Specialist
U.S. Army
07.2019 - 07.2021
Liberty University
High School Diploma -
Whittier High School District
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