Kelly Heck
OCALA,FL
Summary
Skilled team player with strong background in customer service and retail environments. Works well independently to handle assignments and always ready to go beyond basics assignments. Quick learner with good computer abilities.
Overview
17
17
years of professional experience
Work History
Furniture Sales Representative
Kanes Furniture
Ocala, Florida
03.2021 - 08.2021
- Greeted customers, helped locate merchandise and suggested suitable options.
- Answered customer questions about products and services, helped locate merchandise and promoted key items.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Listened to customer needs and desires to identify and recommend optimal products.
- Participated in one week paid training (part of 13 week guarantee pay plan) at our Corporate Training Sales Class, to gain product knowledge and sales solutions expertise.
- Tool a consultative selling approach to building guest relationships.
- Created new and existing guest relationships by elevating their in store experience with that personal touch.
- Displayed excellent listening skills and ability to work independently and with a team.
Customer Contact Rep Associate
Piedmont Natural Gas
Fayetteville, NC
06.2015 - 04.2018
- Took incoming customer calls
- Handled customer questions and billing inquires
- Assisted with activation of new customer accounts and closing existing account on a computer terminal
- Communicated with customers using web-based tools and demonstrate associated proficiency in typing and grammar
- Utilized S2K and several other computer programs including Lexus Nexus
- Assisted with customer inquiries that were submitted through company website
- Followed established guidelines and procedures
- Maintained good working relationship with co-workers and management
- Handled emergency calls caused by gas leaks.
Customer Service Representative
AT&T
Fayetteville, North Carolina
09.2005 - 06.2015
- Took incoming customer calls and answered questions, complaints, assisted with phone issues and orders, as well as billing inquiries
- Managed over 50 inbound and outbound calls to respond to inquiries and resolve concerns
- Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies
- Responded to concerns or complaints of members by taking prompt action, investigating and resolving wide range of issues
- Trained, coached, guided, and mentored other representatives on sales and customer service techniques
- Pulled raw data from company SharePoint and compiled data using Excel
- Published reports which was available for all levels of management to view
- Created policy based emails
- Handled escalated calls for other representatives
- Gave feedback pertaining to performance numbers and offered suggestions for improvement
- Summarized interaction with representative and documented it for manager review.
Quality Service Representative
Sykes
Fayetteville, NC
04.2013 - 04.2014
- Evaluated representative calls and ensured that they met standards of the client
- Submitted representative feedback for managers to review
- Trained and developed new team members on customer service initiatives and operational procedures
- Participated in conference calls to calibrate quality scores with other call centers as well as with the client
- Ran team meetings to inform coworkers of new policies and procedures.
Sales Associate
Fred Meyer Fine Jewelery
Anchorage
08.2002 - 03.2005
- Welcomed guests and offered quick assistance to handle diverse needs
- Assisted with store recovery to maintain clean and organized sales floor throughout shift
- Tracked customer purchases to predict sales opportunities, adjusting presentation of merchandise to push certain items
- Maintained knowledge of current and future promotions to provide accurate service and inform customer purchasing decisions
- Exceded monthly sales goal based on previous performance
- Kept extensive knowledge of available products to make customer recommendations
- Offered in store credit options.
Education
Typing, General - Radiography
Fayetteville Technical Community College
FayettevilleBachelor of Science - General
University of Anchorage Alaska
Skills
- Serve customers Coach employees
- Payment processing Multitasking
- Promote products Organization
- Collaboration
- Retail Metrics and Goals
- Meeting Sales Goals
Accomplishments
- Providing Feedback for Stellar Service - Fayetteville Technical Community College8/23/13 4 contact hours 0.4 continuing education unitsBuilding Trust Under Pressure –
- Fayetteville Technical Community College 8/23/13 4 contact hours 0.4 continuingeducation units Developing Others for Stellar Service - Fayetteville Technical
Timeline
Furniture Sales Representative
Kanes Furniture
03.2021 - 08.2021
Customer Contact Rep Associate
Piedmont Natural Gas
06.2015 - 04.2018
Quality Service Representative
Sykes
04.2013 - 04.2014
Customer Service Representative
AT&T
09.2005 - 06.2015
Sales Associate
Fred Meyer Fine Jewelery
08.2002 - 03.2005
Typing, General - Radiography
Fayetteville Technical Community College
Bachelor of Science - General
University of Anchorage Alaska
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