HEATHER CLENDENIN

• Handle a high volume of inbound calls (50+) from customers, stores, and service providers, offering real-time support for installation projects while simultaneously managing outbound tasks to update stakeholders and gather critical project information and maintaining a 95% customer satisfaction rate
• Coordinate initial contact between customers and service providers, verifying project scope and ensuring alignment on expectations, while also arranging product deliveries with stores to guarantee on-time project commencement
• Oversee project scheduling within service level agreements, confirming arrangements with customers and meticulously documenting all interactions in the Installation Management System, myRedVest, and Salesforce platforms
• Manage and resolve post-completion work order issues, including assessing related costs and potential charge-backs to service providers or vendors, while ensuring all required compliance documents for permits and Lead Safe Practices are properly uploaded and maintained
• Drive results by consistently meeting performance goals, adapting to process enhancements in a fast-paced environment, and fostering effective relationships with team members through clear communication and active participation in developmental meetings and training sessions

• Followed all company policies and procedures to deliver quality work.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.

* Collaborated with cross-functional teams to achieve project goals on time and within budget.

• Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
• Operated complex machinery.
• Assist in training new team members on production processes, safety protocols, and equipment operation, fostering a collaborative work environment.
• Diagnosed equipment malfunctions, collaborating with maintenance crews to ensure prompt repairs to avoid production interruptions.
• Conducted thorough equipment inspections before each shift, minimizing potential hazards or malfunctions during operation.
• Maintained a safe working environment by enforcing safety protocols and guidelines among team members.

• Manages unloading and loading of truck containers, ensuring timely delivery and preserving product quality for customer orders
• Consistently meets shipment deadlines, contributing to a remarkable on-time delivery rate, directly impacting customer satisfaction
• Examines retail product shipment packages, upholding a 99% defect-free rate to maintain high-quality standards for customer satisfaction
• Actively assists other departments as needed, fostering a productive work environment, and demonstrating dedication to fulfilling customer demands

• Initiated corrective actions when needed based on performance reviews or customer complaints.
• Supervised bank deposits and security procedures to support store opening and closing.
• Computed purchases and received and processed cash or credit payment.
• Trained and helped supervise staff to develop and maintain store revenue, team customer service skills and product knowledge.
• Provided support to Store Manager in developing strategies for sales growth and cost reduction initiatives.
• Managed inventory levels through cycle counts and physical inventories as needed.
• Placed special orders or called other stores to find desired items.
• Utilized coaching skills to motivate staff members towards reaching individual goals.
• Accomplished sales goals by engaging customers, delivering top-notch service and promoting special items.
• Answered customer inquiries regarding product features, pricing, and availability.
• Implemented loss prevention measures such as bag checks or restricted access areas as needed.
• Performed regular audits of all areas within the store to ensure safety regulations are met.
• Ticketed, arranged and displayed merchandise to promote sales.
• Conducted daily store walks to inspect store operations and customer service levels.
• Facilitated communication between management team, store associates, vendors and corporate offices when necessary.
• Provided feedback to management on customer needs and preferences to improve product offerings.
• Handled returns and exchanges according to company policies.
• Reviewed daily sales reports for accuracy and made recommendations for improvement where applicable.
• Maintained records related to sales for store management.
• Greeted customers to determine wants or needs.
• Supervised team members in opening, closing procedures including bank deposits, safe counts.
• Monitored cash handling, replenishment, merchandising, stockroom organization and other operational processes to ensure compliance with company standards.

• Proficiently operated cashier drawers, managed and reconciled 50+ daily financial transactions to internal and external store reports, maintaining accuracy and ensuring financial integrity
• Consistently reported daily monetary transaction variances to supervisor, which led to the identification and resolution of discrepancies, preventing revenue loss and contributing to a 5% increase in store profitability
• Actively assisted with monthly inventory processing, improving inventory accuracy by 15% and reducing instances of overstock and understock
• Successfully recovered defective merchandise for manufacturer reimbursement claims, enhancing customer satisfaction and minimizing financial loss
• Maintained and exceeded performance and quality standards, meeting customer support objectives.
• Ensured compliance with company policies and procedures related to customer service operations.
• Developed strong relationships with customers by providing helpful advice and support.
• Performed administrative duties such as data entry, filing and document preparation.
• Upheld high standards of customer services by responding to inquiries, needs and problems.
• Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
• Maintained positive working relationship with fellow staff and management.