Heather Moore
Bell Buckle
Summary
Accomplished General Store Manager and Customer Service Representative with a proven track record at National Pen for enhancing customer loyalty and resolving high-stress disputes with empathy. Skilled in critical thinking and Microsoft Excel, I significantly boosted productivity and customer satisfaction. Expert in fostering teamwork and implementing effective loss prevention measures, leading to a noticeable increase in store security and revenue.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
National Pen
10.2018 - 05.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
General Store Manager
Town Pump Incorporated
03.2000 - 05.2019
- Established a positive work environment by fostering open communication and promoting teamwork among employees.
- Managed financial aspects of the store including budgeting, expense tracking, and payroll administration for optimal cost control.
- Optimized store layout to enhance customer flow and maximize revenue from merchandise displays.
- Resolved customer complaints effectively by addressing their concerns promptly while adhering to company policies.
- Conducted regular performance evaluations for team members, providing constructive feedback and guidance for professional development.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Kept inventories accurate with daily cycle counts and regular audits to identify and resolve variances.
- Implemented loss prevention measures, resulting in reduced shrinkage levels and increased store security.
- Collaborated closely with regional managers to implement corporate initiatives across the entire store network.
- Developed targeted marketing campaigns to drive foot traffic and increase sales during key promotional periods.
- Supervised and effectively trained over 1200 employees to decrease process lags and boost productivity.
Education
Master of Arts - Accounting
Everest College
Orland, CA01-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Call center experience
- Computer proficiency
- Problem resolution
- Customer relations
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Customer satisfaction measurement
Timeline
Customer Service Representative
National Pen
10.2018 - 05.2020
General Store Manager
Town Pump Incorporated
03.2000 - 05.2019
Master of Arts - Accounting
Everest College
Similar Profiles
Martin FaltejsekMartin Faltejsek
Logistics Manager at National PenLogistics Manager at National Pen
Shamarie WilliamsShamarie Williams
Telesales Agent CRM II at National PenTelesales Agent CRM II at National Pen
Carlos YappCarlos Yapp
Operations Supervisor at National Pen CompanyOperations Supervisor at National Pen Company