Lorrie Heath
Church Hill,TN
Summary
Customer Care Specialist with over 28 years of experience, excelling in enhancing customer satisfaction.
Experienced with managing customer interactions and resolving issues efficiently. Utilizes communication and problem-solving skills to ensure customer satisfaction. Track record of maintaining high service standards and fostering positive customer relationships. Committed to providing quality service and timely issue resolution, first call resolution. Proficient communicator and detail-oriented. Accustomed to working in stressful, high-volume call environments while providing efficient and accurate support.
Overview
30
30
years of professional experience
Work History
Customer Care Specialist-Tier 2
Journeys Shoes
10.2025 - Current
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Directed customers to appropriate departments for additional support.
- Assessed and offered solutions to improve procedures and customer experiences.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Investigated and resolved accounting, service and delivery concerns.
- Provided support to stores with inquiries into customers' orders, deliveries, holds, and assisted stores with processing orders.
Tax Preparer Assistant
Concentrix-TurboTax
02.2025 - 04.2025
- Assisted tax preparers in compiling and organizing client financial information for accurate tax filing.
- Supported preparation of federal and state tax returns, ensuring compliance with relevant regulations.
- Reviewed client documents for completeness and accuracy, identifying discrepancies for resolution.
- Coordinated communication between clients and tax professionals to facilitate information exchange.
- Enhanced client satisfaction by providing accurate and timely tax preparation assistance.
Customer Service Representative
Concentrix (TurboTax)
03.2024 - 04.2024
- Delivered top-notch customer service
- Resolved complex tax-related queries
- Enhanced customer satisfaction by 20%
- Eager to learn and adapt, committed to delivering high-quality results with enthusiasm.
- Boosted customer satisfaction by resolving complex tax issues efficiently.
- Thrived in fast-paced environment, quickly adapting to new tax software enhancements.
Customer Service Specialist
Advance Call Center Technologies (Bank of America)
07.2023 - 02.2024
- Managed customer inquiries with enthusiasm, ensuring satisfaction and loyalty
- Collaborated with team to exceed Bank of America's service standards
- Innovatively resolved complex customer issues, enhancing brand reputation
- Managed customer inquiries, achieving a 95% satisfaction rate, by leveraging industry-specific knowledge.
- Boosted team efficiency by streamlining customer service processes.
Customer Service Representative
Gap, Inc (Gap, Old Navy, Athleta, Banana Republic)
08.2022 - 01.2023
- Resolved customer inquiries for Gap Inc's brands
- Boosted customer satisfaction by 35%
- Mastered multi-channel customer service
- Mitigated complaints, increasing brand loyalty
- Innovatively solved customer issues
- Eagerly engaged with customers to boost satisfaction by 30% at Gap, Inc.
- Streamlined customer service processes, enhancing operational efficiency.
Remote (Work From Home) Customer Care Specialist
LBrands (Bath And Body Works)
05.2021 - 01.2022
- Managed customer inquiries remotely with a focus on quick and effective solutions
- Boosted customer retention by addressing product or service concerns
- Achieved high customer satisfaction through one-call resolution strategy
Server
Fatz Cafe
08.2007 - 03.2009
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
Server
Texas Roadhouse
05.2006 - 08.2007
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Answered customers' questions, recommended items and recorded order information.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Front End Manager
Food Lion
06.2005 - 05.2006
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Oversaw cashier operations, bookkeeping and security.
- Evaluated employee performance and made recommendations for improvements.
- Maintained strong customer relations and effective customer service standards.
- Kept orderly and accurate accounting records by monitoring sales documentation.
Assistant Manager
Pizza Hut
03.1996 - 06.2005
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Standardized office structures and processes to promote collaboration and increased performance.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Education
No Degree - Medical Radiologic Technology
Northeast State Community College
Blountville, TNSkills
- Phone etiquette-Professional telephone demeanor, transferring to correct department, identifying callers' needs to reroute for correct resolution, Call documentation, Multi-line phone systems
- Customer data confidentiality
- Quality assurance controls
- Administrative and office support
- Payment processing
- Quality assurance
- Troubleshooting and product support
- Customer service excellence-call center experience, remote-home office, inbound customer service
- First call resolution, Problem resolution, complaint handling
- Appointment scheduling
- Documentation and reporting
- Customer relationship management
- Multitasking and organization
- Active listening
- Verbal and written communication
- Experience with numerous operating systems/software: Salesforce, Gladly, IBM, Slack, Calabrio, NICE, UKG
Timeline
Customer Care Specialist-Tier 2
Journeys Shoes
10.2025 - Current
Tax Preparer Assistant
Concentrix-TurboTax
02.2025 - 04.2025
Customer Service Representative
Concentrix (TurboTax)
03.2024 - 04.2024
Customer Service Specialist
Advance Call Center Technologies (Bank of America)
07.2023 - 02.2024
Customer Service Representative
Gap, Inc (Gap, Old Navy, Athleta, Banana Republic)
08.2022 - 01.2023
Remote (Work From Home) Customer Care Specialist
LBrands (Bath And Body Works)
05.2021 - 01.2022
Server
Fatz Cafe
08.2007 - 03.2009
Server
Texas Roadhouse
05.2006 - 08.2007
Front End Manager
Food Lion
06.2005 - 05.2006
Assistant Manager
Pizza Hut
03.1996 - 06.2005
No Degree - Medical Radiologic Technology
Northeast State Community College