Heather Cockerham
Beattyville,KY
Summary
Dynamic customer service professional with a proven track record at Concentrix, adept at resolving conflicts and enhancing client loyalty through active listening and relationship building. Skilled in data entry and documentation, I consistently deliver exceptional service, ensuring customer satisfaction and retention in high-pressure environments.
Overview
9
9
years of professional experience
Work History
Customer Service Representative Advisor II
Concentrix
09.2024 - 10.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Food Waiter
Sweet Obsessions
03.2022 - 05.2022
- Enhanced customer satisfaction by providing timely and efficient food service with a friendly attitude.
- Collaborated with kitchen staff to ensure accurate order preparation and timely delivery of dishes.
- Maintained an organized workspace throughout shifts by consistently restocking supplies such as utensils, napkins, and condiments.
- Maintained impeccable restaurant cleanliness, ensuring a comfortable and inviting dining atmosphere for guests.
- Handled customer complaints diplomatically by listening attentively to concerns and working towards a satisfactory resolution.
- Increased table turnover rate by promptly taking orders, serving food, and addressing any customer concerns.
- Fostered a welcoming environment for all guests through attentive service, anticipating needs before they arise.
- Consistently received positive feedback from customers regarding both food quality and level of service provided.
Respite Caregiver
KRCC
10.2015 - 09.2017
- Maintained detailed records of client progress, reporting any changes or concerns to appropriate parties promptly.
- Completed ongoing caregiver training programs to stay current on best practices in respite care provision.
- Demonstrated adaptability by tailoring care strategies to accommodate clients'' fluctuating needs or preferences.
- Implemented engaging activities that stimulated cognitive function and encouraged social interaction among clients.
Education
Lee County High School
Beattyville05-2015
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Call center experience
- Microsoft Excel
- Scheduling
- Follow-up skills
- Microsoft outlook
- Appointment scheduling
- Documentation
- Microsoft PowerPoint
- Coordination
- Account updating
Timeline
Customer Service Representative Advisor II
Concentrix
09.2024 - 10.2024
Food Waiter
Sweet Obsessions
03.2022 - 05.2022
Respite Caregiver
KRCC
10.2015 - 09.2017
Lee County High School
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