Mary Ellen Heaps
Clarksville,TN
Summary
Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
26
26
years of professional experience
Work History
Customer Relations Supervisor
American Airlines
06.2007 - 10.2021
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained up-to-date knowledge of product and service changes.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Cross-trained and provided backup support for organizational leadership.
Teacher
Pendergast Elementary School District
07.1995 - 05.2007
- Supported student teachers by mentoring on classroom management, lesson planning, and activity organization.
- Increased student literacy rates by implementing targeted reading strategies in individualized instruction plans.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Graded and evaluated student assignments, papers, and course work.
- Collaborated with teachers and therapists to develop individualized educational plans for each student, ensuring optimal progress.
- Designed detailed learning plans for struggling students based on test, homework and assignment records.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Created and developed lesson plans to meet students' academic needs.
- Helped students explore concepts with engaging, learning-focused activities.
Education
Bachelor of Science - Sociology
Arizona State University
Tempe, AZ05.1984
Skills
- Quality Assurance Controls
- MS Office
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Customer Relations
- Schedule Management
- Complaint Investigation
- Calm and Professional Under Pressure
- Computer Skills
- Microsoft Office
- Service standard compliance
Hobbies
I enjoy glamping in our RV with our 2 dogs and family. I also enjoy painting, yarn work and most of all photography. Since my retirement I have been getting into gardening and growing fruits and vegetables. We also like riding ATV's, and enjoying the outdoors.
Timeline
Customer Relations Supervisor
American Airlines
06.2007 - 10.2021
Teacher
Pendergast Elementary School District
07.1995 - 05.2007
Bachelor of Science - Sociology
Arizona State University
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