Summary
Overview
Work History
Education
Skills
Awards
Timeline
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Heather Bears

Airdrie,AB

Summary

Experienced Customer Care Manager bringing 11 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to maintaining composure and professionalism while defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

10
10
years of professional experience

Work History

Customer Care Manager

Mattamy Homes
04.2018 - Current
  • Lead and support a team of 5 coordinators local and remote, ensuring high-quality and timely responses to customers and internal team members.
  • Successfully managed closings for the fiscal year, effectively handling clients across a spectrum of risk levels to meet set targets.
  • Implemented industry and technology innovations to enhance the overall customer experience at both divisional and corporate levels.
  • Developed and implemented processes to effectively manage customer expectations during land development community completion and seasonal operations
  • Managed highly sensitive customer escalations throughout their homebuilding journey, collaborating with cross-functional teams to achieve mutually beneficial resolutions.
  • Presented results and innovations to the Executive Team and delivered quarterly company-wide updates at Town Hall meetings.
  • Evaluated interactions between coordinators and customers to assess personnel performance.

Customer Care, Team Lead

Mattamy Homes
04.2016 - 04.2018
  • Managed customer escalations across the homebuilding journey, ensuring customer satisfaction.
  • Drove continuous improvement of customer service processes and introduced new initiatives to enhance service delivery.
  • Supported coordinators to maintain an equitable workload distribution within the team.
  • Developed skills in navigating difficult and emotionally charged conversations with customers

Customer Care Coordinator

Mattamy Homes
07.2014 - 04.2016
  • Responded promptly to emails and phone calls within a 4-hour timeframe, maintaining a high level of customer service.
  • Cultivated positive relationships with homeowners, contributing to customer loyalty and satisfaction.
  • Handled critical milestones and confidential documents such as construction updates, Possession Letters, and Statements of Adjustments.

Education

Bachelor of Arts in Communications -

University of Calgary
Calgary, AB
06.2013

Skills

  • Delegation and Supervision
  • Team Management
  • Customer Relations
  • Microsoft Office
  • Training and Mentoring
  • Social Media
  • JDEdwards
  • BuildPro
  • TalkDesk
  • Survey & Review Platforms

Awards

  • PHBI Leadership and Management Development through McGill Executive Institute (2022)
  • PHBI Customer Service Course (2016)

Timeline

Customer Care Manager

Mattamy Homes
04.2018 - Current

Customer Care, Team Lead

Mattamy Homes
04.2016 - 04.2018

Customer Care Coordinator

Mattamy Homes
07.2014 - 04.2016

Bachelor of Arts in Communications -

University of Calgary

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Heather Bears