Hi, I’m
Heather Stewart
10 Fairview Lane Minto,NB
Summary
Dedicated industry professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
years of professional experience
Work History
CIBCFredericton, NB
Credit Specialist
04.2022 - Current
Job overview
- Proactively identified solutions for customers experiencing credit issues.
- Developed effective relationships with customers, which helped improve overall payment processes.
- Adhered to banking standards and government lending guidelines for loan services.
- Contacted clients about verifying account information and updated services, answered questions and resolved concerns to uphold exceptional customer service standards and promote brand loyalty.
- Updated client accounts with new information and verified data for informed credit approvals.
- Maintained full knowledge of current regulatory environment and made proactive adjustments to meet changing requirements.
- Utilized deep understanding of industry best practices and legal requirements to prevent critical incidents.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided information regarding charge accounts and loyalty programs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Xplornet Communications Inc.Fredericton, New Brunswick
Account Resolutions Specialist
09.2020 - 04.2022
Job overview
- Excellent quality assurance, issue resolution and
- Interpersonal communication skills
- Highly effective at troubleshooting and finding best fit solutions
- Practical problem solver with excellent issue and conflict resolution skills
- To drive team and organizational success
- Seasoned employee with inbound and outbound call experience, including
- Billing and administration
- Efficient and industrious individual dedicated
- To driving optimal customer satisfaction.
- Used to fast pace high volume environment
- Reconciling customer disputes
- Well developed analytical skills and acute attention to detail, goal oriented
- Knowledge of billing and collection procedures, as well as CSR experience encompassing all aspects of customer care
Tim HortonsOromocto, NB
Manager/Supervisor, TM
08.2006 - 08.2020
Job overview
- Coached employees on customer service and meeting needs of the customer, anticipating customer wants and needs and finding best fit solutions when called for
- Cross trained employees to maximize performance
- Controlled costs and maximized spending
- Enhanced performance monitoring and instituted motivational rewards
- Applied performance data to evaluate and improve operations and forecast needs
- Communicated best practices to align efforts and goals
- Demonstrated new products and procedures and techniques
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
Education
NBCC Moncton
Associate of Arts from Business Communication And Marketing
06.1987
Skills
- *Experience with CRM/Salesforce
- *Committed to excellent service
- *Professional phone demeanor
- *Record keeping and marketing expertise
- *Excel, Outlook, Word knowledge
- *Campaign and promotions experience
- *Analytical skills, acute attention to detail
- *Goal oriented, competitive, ambitious
- *Outstanding communication and problem solving skills
- *Think outside the box solutions
Additional Information
References available upon request
Timeline
Credit Specialist
CIBC
04.2022 - Current
Account Resolutions Specialist
Xplornet Communications Inc.
09.2020 - 04.2022
Manager/Supervisor, TM
Tim Hortons
08.2006 - 08.2020
NBCC Moncton
Associate of Arts from Business Communication And Marketing
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