Heather Nummey
Thornhill,ON
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Operations Customer Service Manager
Shelter Cove
04.2018 - Current
- Effectively supervised day-to-day operations of a customer service department supporting new homeowners and existing residents of a Residential Community.
- Hired, trained, and mentored customer service agents, administrative and support staff.
- Implemented a modernized CRM program to connect and organize departments to effectively reach customer service goals.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Development and implementation of new Customer Service policies and procedures.
- Created new construction procedures pre-closing and PDI inspections to ensure reduced deficiencies reported after closing by new homeowners.
- Created, edited, and altered customer service strategies and procedures to best deliver a satisfying experience for new homeowners and residents.
- Ensure effective communication between Sales, Customers, and Service Department, for seamless resolution of escalations.
- Created and executed new closing packages to ensure homeowners received appropriate home and warranty information.
- Participated Weekly Meetings with Management & Sales team to present customer service progress and discuss elevated issues requiring additional support.
- Interacted well with customers to build connections and nurture relationships.
Office Manager
Salesfacts Marketing Corporation
01.2010 - 03.2017
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
Business Studies - Business
Seneca College
Toronto01.2025
Skills
- Grievance Arbitration
- Strategic Decision-Making
- Complaint Resolution
- Superior Communication
- Team building & Training
- Customer Relations
- Project Organization
- Empathetic
- Strategic Thinking
- MS Office
- CRM Software
- Intuit QuickBooks
Certification
Customer Service Fundamentals, Coursera - July 2019
Timeline
Operations Customer Service Manager
Shelter Cove
04.2018 - Current
Office Manager
Salesfacts Marketing Corporation
01.2010 - 03.2017
Business Studies - Business
Seneca College
Similar Profiles
Justin DeFariaJustin DeFaria
Machine Operator at Shelter CoveMachine Operator at Shelter Cove
Joseph C. MendesJoseph C. Mendes
Water/Wastewater Distribution and Repair Operator at Shelter Cove RIDWater/Wastewater Distribution and Repair Operator at Shelter Cove RID
Catherine MusiimeCatherine Musiime
Social Worker Case Manager at Anduhyaun Shelter (Nativ Woman Shelter)Social Worker Case Manager at Anduhyaun Shelter (Nativ Woman Shelter)