HEATHER COLUMBUS
Corona
Summary
Professional in customer service with significant experience in hospitality and call centers; providing excellent customer support. Strong focus on team collaboration and delivering results, adaptable to changing needs, and reliable in all situations. Skilled in communication, organization, and problem-solving, with keen ability to ensure efficiency and accuracy in all processes.
Overview
12
12
years of professional experience
Work History
Central Reservations Agent
Glen Ivy Hot Springs
Corona, CA
03.2025 - Current
- Managed customer reservations using property management systems to ensure seamless guest experiences.
- Processed cancellations and modifications efficiently to accommodate guest needs and preferences.
- Assisted guests with inquiries and provided detailed information about services and amenities.
- Coordinated group bookings, ensuring accurate communication of requirements with various departments.
Customer Experience Manager
Nutrition Corp.Inc Dba Fresh N Lean
Anaheim, CA
11.2019 - 07.2024
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Resolved customer complaints by providing effective solutions and following up to ensure satisfaction.
- Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
- Developed client relationships by addressing inquiries, assessing needs, and following up with potential and existing clients.
- Led a team of 30 employees in selling food products and services, ensuring operational efficiency and customer engagement.
- Implemented systems and procedures to increase sales.
- Coordinated 30 employees selling Food products and services worth over $200.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
Customer Support Supervisor
Student Loan Management
Irvine, CA
05.2018 - 10.2019
- Ensured accurate data entry and maintained information in SAP CRM system to support effective customer relationship management.
- Monitored compliance with legal and company policies, reporting training and compliance gaps to management for resolution.
- Reviewed overdue tickets and followed up with customer support personnel to resolve the root cause of the delay.
- Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
- Verified accurate data entry and maintenance of information in SAP CRM system.
Senior Technical Support Agent
Noritz America
Fountain Valley, CA
08.2014 - 04.2018
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Fielded average of 100 inbound phone calls to deliver support and remotely resolve service issues.
Education
Bachelor of Science - Forensic Psychology
Argosy University
Orange, CA2010
Bachelor’s - Criminal Justice
Westwood College
Anaheim, CA2009
Skills
- Account Management
- Consultative Selling Techniques
- Customer Issue De-Escalation
- Customer Service Metrics
- Cross-Channel Marketing
- Reservation Systems
- Call Volume Analysis
- Operational Efficiency
- Program Improvements
- ROI Analysis
- Reservation Management
Accomplishments
- Supervised team of 20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Central Reservations Agent
Glen Ivy Hot Springs
03.2025 - Current
Customer Experience Manager
Nutrition Corp.Inc Dba Fresh N Lean
11.2019 - 07.2024
Customer Support Supervisor
Student Loan Management
05.2018 - 10.2019
Senior Technical Support Agent
Noritz America
08.2014 - 04.2018
Bachelor’s - Criminal Justice
Westwood College
Bachelor of Science - Forensic Psychology
Argosy University