Laura Heath
Barmera,SA
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Owner/Operator
Heath Vending
01.2009 - 01.2010
- Managed day-to-day business operations.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Assessed income and expenses and adapted plans to improve profit levels.
Customer Service Representative
Sitel
01.2008 - 01.2009
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Provided information regarding charge accounts and loyalty programs.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Security Officer
Us Securtiy Associates
01.1999 - 05.2006
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Patrolled and monitored premises in company vehicle, on bicycle and by foot.
- Checked and verified photo identification prior to granting facility access.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Monitored and authorized entrance and departure of vehicles, cargo trucks and visitors.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Inspected suspicious activities and monitored premises for criminal acts and rule infractions.
- Reviewed both security camera footage and live feeds to spot trespassers and criminal activity.
- Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.
- Authorized entrance papers and granted or denied entrance to building.
- Monitored and authorized entrance and departure of employees and visitors daily.
- Awarded position of visitation officer, working visitor reception desk as first contact point for persons entering facility.
Cashier
P&c Food Stores
01.1997 - 01.1999
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
Education
No Degree - Criminal Justice
Coopers Education Centre
Painted Post New York 06.1998
High School Diploma -
Corning Painted Post High School
Corning New York06.1995
Skills
- Marketing and Advertising
- Computer-Aided Drafting (CAD)
- Business Planning
- Business-to-Business Sales
- Preventative Maintenance
- Equipment Repair
- Budget Management
Additional Information
- Image0.jpeg Open withOpen with 14/1/2023, 1:54 pm Page 1 of 1
Timeline
Owner/Operator
Heath Vending
01.2009 - 01.2010
Customer Service Representative
Sitel
01.2008 - 01.2009
Security Officer
Us Securtiy Associates
01.1999 - 05.2006
Cashier
P&c Food Stores
01.1997 - 01.1999
No Degree - Criminal Justice
Coopers Education Centre
High School Diploma -
Corning Painted Post High School
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