Terri Heffron
Fishers,IN
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Seeking to obtain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
29
29
years of professional experience
Work History
Staffing Manager
Fuel Tank at Fishers
11.2019 - 09.2020
- Recruited and hired staff for customer service positions
- Planned and coordinated staffing based on center operation hours and events
- Organized and maintained Pro Shop inventory to increase customer interest and maximize sales.
Business/Home Furnishing Consultant
IKEA
08.2017 - 11.2019
- Provided space planning and product recommendations to business customers
- Managed multiple concurrent projects efficiently, including coordination of product ordering, inventory accuracy and delivery
- Acted as liaison between business customers and outside service providers to ensure projects run smoothly and customers are highly satisfied
- Served as a liaison between clients and internal departments such as warehouse or finance teams to streamline processes related to orders or billing inquiries.
- Established a loyal clientele base through excellent service, tailored design solutions, and dependable follow-through, resulting in repeat business and referrals.
- Used blueprints to best design furniture layouts for homes and apartments, presenting these layouts to clients for review and approval.
PROJECT MANAGER ON CONTRACT
(VERIZON)
03.2009 - 02.2011
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth
- Effectively managed time and project goals in a work from home setting
- Investigated and resolved complex billing issues for large business customers
- Achieved recovery of $1.1M dollars in undercharged products and services
Order Specialist – Business Accounts
Verizon
06.2001 - 07.2008
- Supported Business Sales Team through ordering of complex communication systems for business customers
- Followed ordering process, addressing errors or customer concerns through completion of order
- Assisted Complex Billing team to ensure accurate charges were applied
Call Center Manager
AT&T Communications
01.1992 - 01.2001
- Managed workforce scheduling and optimization for approximately 300 agents
- Partnered with union representatives to ensure compliance and resolve conflicts.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Established and oversaw performance targets for call center associates.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Supervised various teams of call center representatives, from new hires to seasoned coworkers.
Education
High School Diploma -
Southport High School
Indianapolis, IN01.1989
Completion of Vocational Training - Cosmetology
Central Nine Career Center - House of James
Indianapolis, IN01.1989
Skills
- Collaborative team work
- Customer Service
- Project Management
- Workforce Planning
- Onboarding, Training, and Development
- Advanced problem solving
- Inventory Control
- Data Analysis
- Billing and Invoicing
- Space Planning
- Attention to Detail
- Strong Communication and Interpersonal Skills
References
- Kim Vidoni, Director of Human Resources and Accounting, Prime Car Wash, 317 796-7358
- Kim Clemons, Sr. Manager, Office of the President, AT&T Communications, 317 625-8282
- Sarah Yarrish, Leader, Product Quality, IKEA - Memphis, TN, 513 346-9689
Timeline
Staffing Manager
Fuel Tank at Fishers
11.2019 - 09.2020
Business/Home Furnishing Consultant
IKEA
08.2017 - 11.2019
PROJECT MANAGER ON CONTRACT
(VERIZON)
03.2009 - 02.2011
Order Specialist – Business Accounts
Verizon
06.2001 - 07.2008
Call Center Manager
AT&T Communications
01.1992 - 01.2001
High School Diploma -
Southport High School
Completion of Vocational Training - Cosmetology
Central Nine Career Center - House of James
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