Heather Atkins
Poplar Bluff
Summary
Dedicated customer service specialist with a proven ability to prioritize and multitask in fast-paced working environments. Collaborative team player skilled at achieving personal and business goals. Well-regarded for resolving escalated customer support issues effectively.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Head Laundry Technician
Westwood Hills Nursing and Rehabilitation Center
07.2018 - 08.2023
- Supervisor- Brenda Long
- Ensured proper separation of laundry for cleaning.
- Maintaining a clean and organized laundry
- Cleaned and maintained washing machines, dryers, presses, irons and other laundry equipment
- Operated industrial-sized washers and dryers safely and correctly
- Followed all safety protocols while operating machinery
- Ensured that all products were properly labeled according to company guidelines
- Kept work area clean at all times
- Stocked shelves with necessary cleaning supplies
- Provided excellent customer service when interacting with clients
- Adhered strictly to established health codes regarding sanitation practic
- Unloaded and folded clean laundry from dryers and stored in appropriate areas
- Transported laundry in carts and sorted dirty items by load type
- Disinfected equipment and supplies, using germicides and steam-operated sterilizer
- Provided exceptional customer service by addressing resident concerns promptly and ensuring proper handling and delivery of laundered items.
- Managed the collection, sorting, and laundering of soiled items while ensuring proper handling and adherence to sanitation protocols.
- Operated and maintained industrial laundry equipment, ensuring safe and efficient processing of all laundry items.
Home Health Aide
Independent Living Center
01.2018 - 07.2018
- Supervisor/Case Worker: Charmin
- Assisted with personal care activities, such as bathing, dressing and grooming
- Prepared meals and snacks according to prescribed diets
- Helped clients move in bed, stand or walk using proper body mechanics techniques
- Changed bed linens and maintained a clean living environment for the client's safety
- Took initiative to ensure all tasks were completed efficiently within the designated time frame
- Maintained confidentiality of patient information at all times as per HIPAA regulations
- Maintained clean and well-organized environment for client happiness and safety
- Accompanied clients to doctors' offices and on other trips outside home, providing transportation, assistance and care
- Recognized emergency situations and implemented appropriate procedures
- Managed patient transportation and appointment scheduling
GEEK SQUAD TECHNICAL SUPPORT CSR
Best Buy / Geek Squad
07.2017 - 11.2017
- Supervisor/Lead: Ashley Myer
- Answering in bound calls from account holders and non-account holder clients needing technical support with personal computer's, Apple products, Windows computers and products, Android tablets and all computing services and products offered by Geek Squad via Best Buy
- Trouble shooting, diagnosing, applying quick fixes as well as always showing and having excellent customer service to the clients
- Remote accessing into client's devices; assisting clients with key codes from software purchases, downloads, installs, uninstalls, Operating System updates, education of basic computer navigation set up of wired and wireless printers, and network trouble shooting
- Appointment setting for in home and in store appointments
- Dispatching clients for remote support
- Taking payments for renewal service and Sales of products from anti virus software, Computer software programs, tech support contracts, hardware, and accessories sold by Best Buy
- Casing each call, following call flow, verbatim script, running multiple programs on dual monitors, NPS scores and QA requirements also dealing with escalated clients
- Identified customer needs and provided appropriate solutions
- Handled customer inquiries and complaints in a timely manner
- Provided customer service support to customers over the phone and by email
- Researched required information using available resources
- Followed up with customers to ensure their satisfaction
- Maintained records of customer interactions, transactions, comments, and complaints
- Updated job knowledge by participating in educational opportunities
- Participated in team meetings or training sessions when necessary
- Adhered to company's established protocols for handling confidential data
- Managed multiple tasks simultaneously while providing excellent customer service experience
- Educated customers on special pricing opportunities and company offerings
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Met and exceeded productivity targets by handling every interaction with top-notch customer service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Developed strong customer relationships to encourage repeat business
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
Home Health Aide
Boot heel Area Independent Living Services
09.2013 - 07.2016
- Supervisor/Case Worker: Jerry
- Maintained clean and well-organized environment for client happiness and safety
- Accompanied clients to doctors' offices and on other trips outside home, providing transportation, assistance and companionship
- Recognized emergency situations and implemented appropriate procedures
- Assisted with personal care activities, such as bathing, dressing and grooming
- Prepared meals and snacks according to prescribed diet
- Changed bed linens and maintained a clean living environment for the client's safety
- Took initiative to ensure all tasks were completed efficiently within the designated time frame
- Maintained confidentiality of patient information at all times as per HIPAA regulations
- Maintained clean and well-organized environment for client happiness and safety
- Accompanied clients to doctors' offices and on other trips outside home, providing transportation, assistance and care
- Recognized emergency situations and implemented appropriate procedures
- Managed patient transportation and appointment scheduling
Retention Specialist
New Wave Communications
04.2010 - 10.2010
- Supervisor/Lead: Laura
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction
- Developed strategies to improve customer experience and increase loyalty
- Performed regular follow-up calls with customers to ensure their satisfaction with products and services
- Worked closely with sales team members to ensure successful onboarding of new clients
- Performed customer negotiations to reach fair conclusion for both business and customer
- Explained new products and services to customers
- Resolved customer service or billing issues by exchanging merchandise, refunding money or adjusting bills
- Received information regarding identified problems and devised responses to satisfy concerns
- Conferred with customers to take or enter orders, cancel accounts and gather details of complaints
- Compiled all calls and interactions into computer data system
- Verified order changes to resolve customer complaints or concerns
- Adhered to scripted responses and standardized plans to address problems
- Improved employee retention through moral-boosting events and fair compensation packages, including scheduled performance reviews
Education
High school or equivalent - General studies
Ics homeschooling
Pittsburgh, PA05.1999
Skills
- Customer Care
- Microsoft Windows
- CSR
- Customer service
- Communication skills
- Organizational skills
- Phone etiquette
- Computer skills
- Windows 10 and 11
- Typing
- Outbound calling
- Time management
- English
- Computer literacy
- Data entry
- Debits & credits
- Complaint resolution
- Appointment scheduling
- Inbound and outbound calling
- Accountability
- Customer retention
- De-Escalation techniques
- Prioritizing
- QA/QC
- 10 key typing
- Courteous
- Active listening
- Positive and professional
- Payment processing
- Windows
- Math
Certification
- IT Technical Support, 08/01/17, Present
- Driver's License, 05/01/22, 04/30/26
Assessments
- Work motivation, Proficient, 09/01/23, Level of motivation and discipline applied toward work
- Customer service, Proficient, 09/01/23, Identifying and resolving common customer issues
- Administrative assistant/receptionist, Proficient, 10/01/23, Using basic scheduling and organizational skills in an office setting
- Call center customer service, Proficient, 09/01/23, Demonstrating customer service skills in a call center setting
- Filing & organization, Proficient, 08/01/23, Arranging and managing information or materials using a set of rules
- Verbal communication, Proficient, 09/01/23, Speaking clearly, correctly, and concisely
- Front desk agent (hotel), Proficient, 09/01/23, Selecting hotel rooms based on verbal requests and identifying errors in hotel data
- Work style: Reliability, Proficient, 08/01/23, Tendency to be reliable, dependable, and act with integrity at work
- Office manager, Proficient, 08/01/23, Scheduling and budgeting
- Customer focus & orientation, Proficient, 09/01/23, Responding to customer situations with sensitivity
Awards
- Customer service, 12/01/07
- Customer survey award
- Top seller award
- Outstanding customer service award.
- Profited the company thousands of dollars by retaining clients.
Personal Information
- Willing To Relocate: Poplar Bluff, MO
- Authorized To Work: US for any employer
Timeline
Head Laundry Technician
Westwood Hills Nursing and Rehabilitation Center
07.2018 - 08.2023
Home Health Aide
Independent Living Center
01.2018 - 07.2018
GEEK SQUAD TECHNICAL SUPPORT CSR
Best Buy / Geek Squad
07.2017 - 11.2017
Home Health Aide
Boot heel Area Independent Living Services
09.2013 - 07.2016
Retention Specialist
New Wave Communications
04.2010 - 10.2010
High school or equivalent - General studies
Ics homeschooling
- IT Technical Support, 08/01/17, Present
- Driver's License, 05/01/22, 04/30/26
Similar Profiles
Braeden JohnsonBraeden Johnson
Phlebotomist at Poplar Bluff Regional Medical CenterPhlebotomist at Poplar Bluff Regional Medical Center
Brittany ChittendenBrittany Chittenden
Telemetry Monitor Technician at Poplar Bluff Regional Medical CenterTelemetry Monitor Technician at Poplar Bluff Regional Medical Center
Rose PhilistinRose Philistin
LPN at Cold Spring Hills Center for Nursing & RehabilitationLPN at Cold Spring Hills Center for Nursing & Rehabilitation