Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic

Heather McDonough

Knoxville

Summary

Detail-oriented and proactive customer service representative with over 2 years of experience in operational support, process improvement, cross-functional support, and documentation management. Committed to providing top-notch customer service and support to ensure customer satisfaction. Experienced in implementing best practices and developing innovative solutions to efficiently meet customer needs. Passionate about delivering exceptional service and creating positive experiences for all customers while effectively addressing concerns and resolving issues promptly to maintain high levels of satisfaction.

Overview

26
26
years of professional experience

Work History

Virtual Banker

First Horizon Bank
07.2023 - Current
  • Resolved complex customer inquiries or complaints promptly while maintaining a high level of professionalism
  • Maintained CRM records and internal documentation for 100+ active accounts to support team workflow
  • Documented case details and resolution steps with 99% accuracy to support process audits and training materials
  • Collaborated with cross functional teams to streamline issue resolution processes, reducing turnaround time by 15%
  • Updated daily dashboards and internal reports to track performance metrics and operational KPI's
  • Identified recurring process gaps and recommended workflow improvements adopted by management
  • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
  • Maintained a high level of product knowledge to effectively assist customers with their questions and concerns
  • Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
  • Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
  • Developed strong relationships with key clients through regular communication and personalized support
  • Assisted customers with product selection based on their needs and preferences, resulting in increased sales revenue
  • Trained new team members on company policies, procedures, and best practices for delivering excellent customer service
  • Provided exceptional customer service to clients, ensuring their needs and inquiries were addressed promptly and accurately
  • Resolved complex client issues by conducting thorough research, coordinating with internal departments, and providing effective solutions
  • Collaborated with cross-functional teams to develop customized solutions for complex client requests
  • Trained new team members on company policies, procedures, systems usage, and best practices for delivering exceptional customer service
  • Demonstrated expertise in handling sensitive client information with utmost confidentiality and adhering to data protection regulations
  • Managed incoming calls and emails from clients; promptly addressed inquiries or directed them to the appropriate department

Produce Associate

Defense Commissary Agency (DeCA)
02.2023 - 06.2023
  • Provide excellent customer service to patrons of the Commissary
  • Inventory all products coming in off of the order trucks
  • Process all items coming in off of the order truck
  • Stock items as needed on the sales floor
  • Cull damaged or expired items from the sales floor
  • Prepare ready to eat items for Commissary patrons
  • Clean the department when closing; including wiping down counters, sweeping and mopping the back rooms.
  • Take trash to compactor
  • Take cardboard to baler

Lumber Associate

The Home Depot
01.2022 - 02.2023
  • Oversaw general operations of Lumber Department
  • Trained and on-boarded new employees
  • Maintained inventory on sales floor
  • Managed and oversaw merchandising displays
  • Drove Forklift truck

Housekeeper

Home2 Suites Mt Juliet
08.2018 - 01.2022
  • Removed trash from rooms and replaced liners to wastebaskets.
  • Polished and sanitized floors, counters, bathtubs and window sills.
  • Inspected each room for cleanliness, utilizing checklist to meet company standards.
  • Interacted pleasantly with clients and guests when performing daily duties.
  • Furnished guests with clean linens and supplied rooms with toiletries.
  • Cleaned and dusted cobwebs on light fixtures, baseboards and window sills.
  • Maintained lobbies, guest rooms and halls, keeping safe environment for patrons.
  • Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
  • Removed soiled linens and articles from rooms and delivered to laundry area.
  • Replenished guest supplies and amenities.
  • Employed deep-cleaning techniques for areas in need of additional sanitation.
  • Informed supervisor when supplies were low.
  • Assisted other hotel attendants with cleaning and room setup tasks during peak periods and holidays.
  • Conducted inventory of linens, cleaning supplies and toiletries and restocked housekeeping carts and storage closets.
  • Washed and polished glass windows and doors to keep entryways clear and professional.
  • Mapped out daily cleaning work assignments by assessing vacant room roster.
  • Reported guest issues, safety and maintenance concerns immediately to Maintenance Supervisor.
  • Organized supplies for use based on expected customer needs.
  • Followed manufacturer instructions for using chemicals and equipment to avoid burns, injuries and workplace accidents.
  • Delivered requested cribs to guest rooms.
  • Used antibacterial cleaning products for sanitizing bathrooms and kitchens to reduce spread of germs and prevent illness.

Sales Associate

ANN INC.
05.2014 - 08.2018
  • Provided expert product and service information.
  • Operated a cash register to process cash, check and credit card transactions.
  • Completed purchases with cash, credit and debit payment methods.
  • Replenished floor stock and processed shipments to ensure product availability for customers.
  • Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.
  • Organized items in visually appealing manner.
  • Listened to customer needs and preferences to provide accurate advice.
  • Guided customers in choosing items that reflected personal style and shape.
  • Described merchandise and explain operation of merchandise to customers.
  • Facilitated monthly and quarterly physical inventory counts.
  • Met incoming customers and provided immediate assistance.
  • Recommended merchandise based on customer needs.
  • Answered incoming telephone calls with professional and knowledgeable responses.
  • Maintained up-to-date knowledge of customer buying habits.
  • Placed special orders and called other stores to find desired items.
  • Computed sales prices, total purchases and processed payments.
  • Developed and executed sales promotions.
  • Worked flexible schedule to accommodate changing customer levels.
  • Trained all new sales employees on effective techniques.
  • Explained information about the quality, value and style of products to Influence customer buying decisions.
  • Created attractive displays.
  • Solicited referrals from satisfied clients.
  • Set aside on-hold reservations.
  • Retrieved alternate items and sizes on request.
  • Increased purchase totals by recommending additional items.

Education Coordinator

Jo-Ann Fabric and Craft Stores
11.2013 - 05.2014
  • Delivered training to staff and instructors on curriculum, documentation and instructional techniques.
  • Represented Joann Fabrics at job fairs.
  • Performed classroom and teacher evaluations and completed observation reports.
  • Researched curriculum options, sourced vendors and negotiated supply plans.
  • Communicated with contractors and vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management.
  • Observed and documented behaviors and actions.
  • Designed lesson plans focused on age and level-appropriate material.
  • Developed and maintained effective frameworks, standards and requirements.
  • Developed and implemented interesting and interactive learning media to increase student understanding of course materials.
  • Kept youth safe and secure at facility and in public.
  • Received high remarks for the creativity of classroom lesson plans and instructional techniques from students, parents and faculty.
  • Developed lesson plans to teach course materials according to schedule.
  • Earned positive verbal/written feedback from parents regarding classroom instruction and student learning success.
  • Created and enforced child-based hands-on curriculum to promote student interest and receptive learning.
  • Tracked class attendance and student progress.
  • Compiled and produced documents and reports and filed, copied or faxed required papers to appropriate parties.

Customer Service Associate/Cutting Counter

Jo-Ann Fabric and Craft Stores
10.2013 - 11.2013
  • Maintained visually appealing and effective displays for the entire store.
  • Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.
  • Greeted customers and helped to find items
  • Cut the fabric according to customer specifications
  • Created craft sample displays
  • Answered customers' questions and addressed problems and complaints in person and via phone.
  • Communicated information to customers about product quality, value and style.
  • Processed merchandise returns and exchanges.
  • Assisted customers with store and product complaints.
  • Assisted customers in finding out-of-stock items.

Legal Receptionist

The Legal Registry
12.2003 - 06.2004
  • Investigated facts and law of cases using pertinent sources to determine causes of action and to prepare cases
  • Processed summons, subpoenas, appeals and motions
  • Drafted legal papers including complaints, summons and interrogatories
  • Prepared legal memos and other documents under the guidance of staff attorneys
  • Facilitated timely court proceedings by processing documents such as subpoenas, summons, appeals and motions
  • Drafted, organized and reviewed transactional documents including corporate minutes, consents, UCC filings, name change, DBAÆs, entity formation and dissolution documents
  • Served as a receptionist and gave information or directed visitors and parents to appropriate offices
  • Maintained the front desk and reception area in a neat and organized fashion
  • Requisitioned office supplies, assisted in payroll, performed recordkeeping and tracked time cards for all departmental office employees
  • Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences
  • Managed daily office operations and maintenance of equipment
  • Tagged, organized and stored physical files
  • Received incoming packages and mail, dispersed parcels and correspondence and shipped outgoing items daily
  • Helped less experienced staff manage daily assignments
  • Assembled and organized facts, data, and information on programs as background for meetings, hearings, briefings, and reports
  • Provided comprehensive administrative and clerical support, including organizing files, creating spreadsheets, and imaging documents
  • Oversaw the organization, filing and retrieval of records
  • Created professional memoranda, letters and marketing copy.

Filing Clerk/Legal Assistant

Vernis & Bowling
02.2003 - 12.2003
  • Requisitioned office supplies, assisted in payroll, performed recordkeeping and tracked time cards for all departmental office employees
  • Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences
  • Provided support for Attorney in managing operation work flow
  • Managed daily office operations and maintenance of equipment
  • Tagged, organized and stored physical files
  • Received incoming packages and mail, dispersed parcels and correspondence and shipped outgoing items daily
  • Helped less experienced staff manage daily assignments
  • Assembled and organized facts, data, and information on programs as background for meetings, hearings, briefings, and reports
  • Provided comprehensive administrative and clerical support, including organizing files, creating spreadsheets, and imaging documents
  • Oversaw the organization, filing and retrieval of records
  • Created professional memoranda, letters and marketing copy
  • Dispersed incoming mail to correct recipients throughout the office
  • Compiled and produced documents and reports and filed, copied or faxed required papers to appropriate parties
  • Welcomed guests and clients in an upbeat and friendly manner
  • Made copies, sent faxes and handled all incoming and outgoing correspondence
  • Maintained reception area clean and neat to provide visitors with a positive impression of the company
  • Set travel arrangements and gathered documents for management and executive staff meetings and trips
  • Wrote reports and correspondence from dictation and handwritten notes
  • Organized files, developed spreadsheets, faxed reports and scanned documents
  • Coordinated materials for program needs, including physical files, tracking spreadsheets and update reports
  • Directly supported Attorney in managing operation workflow
  • Designed electronic file systems and maintained electronic and paper files
  • Corresponded daily with clients, insurance adjusters, doctors and attorneys
  • Researched, drafted, edited and revised legal opinion publications
  • Composed and typed routine letters of correspondence
  • Drafted legal complaints, summons and interrogatories
  • Managed communication with courts regarding status of petitions and granted orders
  • Organized legal memoranda and client correspondence
  • Met with clients and other legal professionals to discuss case details
  • Drafted various court documents, invoices and enclosures at attorneys' request
  • Redacted confidential information from all legal documents on a case by case basis
  • Acted as the point of contact for all incoming co-counsel requests
  • Monitored legal volumes to verify that the law library was up-to-date
  • Collected data to prepare and draft settlement packages for clients
  • Directed incoming calls to appropriate staff members
  • Issued subpoenas for all necessary records in preparation for trials
  • Opened new claim files
  • Processed all assigned cases according to company and client service level agreements.

Independent Contractor

US Defense Commissary Agency
07.2001 - 07.2002
  • Stocked new inventory for Gerber baby foods
  • Made sure to rotate old stock to front to eliminate waste and/or expiration of product
  • Clean shelves and make sure Gerber baby section was visually appealing to the customer.

Cashier/Sales Associate

AAFES Exchange Service
03.1999 - 01.2000
  • Cashing checks
  • Printing money orders for customers
  • Issuing postage stamps
  • Taking payments for STAR card accounts and other guest service related tasks.

Education

High School Diploma -

St Petersburg High School
05-1995

No Degree -

St Petersburg College
St. Petersburg, FL

Skills

  • Effective call handling skills
  • Banking operations support
  • Complaint resolution
  • De-escalation techniques
  • CRM software
  • Creative problem solving
  • Adaptive team player
  • Inbound and outbound calling
  • Adaptability and flexibility
  • Conflict resolution
  • Process implementation
  • Logistics coordination
  • Conflict mediation
  • Onboarding support
  • Standard operating procedures
  • Office workflow improvements
  • Skilled in utilizing CRM tools
  • Performance tracking

Hobbies and Interests

  • Crafting and DIY Projects
  • Enjoy hobbies that combine physical activity with outdoor exploration.
  • Passionate about balancing physical health with mental and emotional wellness.

Timeline

Virtual Banker

First Horizon Bank
07.2023 - Current

Produce Associate

Defense Commissary Agency (DeCA)
02.2023 - 06.2023

Lumber Associate

The Home Depot
01.2022 - 02.2023

Housekeeper

Home2 Suites Mt Juliet
08.2018 - 01.2022

Sales Associate

ANN INC.
05.2014 - 08.2018

Education Coordinator

Jo-Ann Fabric and Craft Stores
11.2013 - 05.2014

Customer Service Associate/Cutting Counter

Jo-Ann Fabric and Craft Stores
10.2013 - 11.2013

Legal Receptionist

The Legal Registry
12.2003 - 06.2004

Filing Clerk/Legal Assistant

Vernis & Bowling
02.2003 - 12.2003

Independent Contractor

US Defense Commissary Agency
07.2001 - 07.2002

Cashier/Sales Associate

AAFES Exchange Service
03.1999 - 01.2000

High School Diploma -

St Petersburg High School

No Degree -

St Petersburg College

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Heather McDonough