Laureen Heggar
Portsmouth,NH
Summary
Accomplished Customer Service Manager with a proven track record at Walmart, enhancing customer satisfaction and team productivity through effective training and process streamlining. Skilled in Customer Relations Management and interpersonal communication, adept at multitasking with a keen focus on issue resolution and confidentiality. Achieved a significant reduction in customer complaints, demonstrating strong time management abilities. Knowledgeable and dedicated customer service professional with extensive experience in a fast paced industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Support Associate
CGI Federal
11.2023 - Current
- Review Passport applications such as DS-82, DS-11, DS-5504 and re-entry applications to ensure complete basic information is recorded accurately into DOS system
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Efficiently managed high-volume workload without sacrificing quality or attention to detail, demonstrating strong time management skills.
- Demonstrated adaptability by quickly learning new software tools and technologies as needed for providing seamless support experiences.
- Initiated phone calls to applicants concerning Fee Issues to upgrade applications, non-sufficient payments(NSF) or change of address.
- Verify all applications to determine the proper payment for expedite service.
- Generate Informational Request Letters (IRL's) that clearly convey requests for additional information to passport applications.
- Ability to prioritize work, and interact effectively with others.
- Process refunds and reimbursement requests.
Customer Support
Whole Foods Market Inc
05.2021 - 11.2023
- Assist 100+ customers daily at checkout courteously and professionally.
- Offer assistance to teammates as needed along with training new members.
- Maintain and complete daily checklists.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Manager
Walmart
08.2001 - 01.2021
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Reduced discrepancies in daily cash reports with thorough audits, ensuring consistency and accuracy in financial records.
- Maintained detailed records of crew schedules, vacations, and time off requests for accurate payroll processing.
Skills
- Customer Relations Management
- Schedule oversight
- Documentation skills
- Sales Support
- Data Collection
- Recordkeeping skills
- Training and coaching
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Interpersonal Skills
- Multitasking
- Time management abilities
Timeline
Support Associate
CGI Federal
11.2023 - Current
Customer Support
Whole Foods Market Inc
05.2021 - 11.2023
Customer Service Manager
Walmart
08.2001 - 01.2021