This document is a resume for Stephanie Heater that summarizes her experience in customer service management roles over 15 years. She has a proven track record of leading teams to meet performance goals and provides strengths in people management, task prioritization, training, and problem resolution. Her experience includes quality assurance, Avaya systems, Microsoft Office, and performance management.

1. STEPHANIE HEATER
(610) 570-7681
Stephanie.A.Heater@gmail.com
SUMMARY
Performance focused customer service manager with proven success leading teams to meet
aggressive performance goals. Key strengths in people management, task prioritization, training
and problem resolution. Customer service leader with strong understanding of wireless
communications Expertise includes:
 Quality Assurance
 Avaya systems
 Microsoft office
 Performance Management
 Action Planning
 Technical Troubleshooting
PROFESSIONAL EXPERIENCE
Olympus Corporation of the Americas, Center Valley, Pennsylvania 2013-Current
Customer Service & Sales Support - Level II - Medical Support Group 2013-Current
Assisted customer and sales base by providing account support for medical products and
services. Balanced inbound calls as well as administrative work for both nationwide customers
and sales representatives. Worked to establish a trusting relationship with sales by ensuring
start to finish resolution for all customer scenarios.
 Take inbound calls for customer inquiries regarding orders, starting a new account, loyal
customer discounts, etc.
 Created quotes for new and existing customers on upgraded medical equipment and
services.
 Processed new customer accounts, getting enrollment started and placing orders for new
equipment.
 Ensured start to finish resolution for sales representative requests sent via email and called
over the phone.
 Continuously exceeded minimum business expectation set in place with MBO's.
 Worked to exceed sales expectations by processing all requests in a timely manner and
exceeding the standard 24 hour turn-around time.
 Established a method to track requests from sales and ensured if follow up was necessary,
it was documented and followed through on.
 Provided peer mentoring to new hires by assisting in the training process.
 Participated in Customer Service Revenue project to boost ET Sales in 146P
T-Mobile USA, Allentown, Pennsylvania 2005 - 2012
Assistant Supervisor, Tier III Technical Care 2007 - 2012
Supported staff of 15 customer service professionals supporting 33 million customers’ technical
issues. Served as liaison between supervisor and customer service professionals through the
use of feedback and 1 on 1 sessions.
 Set up new accounts for loyal customers on new programs and processed credit
applications
 Took calls from escalated customer's regarding unresolved billing issues
 Increased efficiency by 300 seconds using targeted resolution action plans for each
representative.
 Improved troubleshooting resolution % by doing data analysis on customers callbacks
within 48 hours and provided new steps that improved customer resolution by 3%.

2.  Created team incentives to motivate representatives that improved the customer experience
by 15%.
 In supervisor’s absence, completed 1 on 1 sessions with representatives.
Tier II Technical Support Professional 2005 - 2007
Assisted a 33 million customer base by providing technical expertise with devices and services.
Provided in depth troubleshooting assistance to resolve customer’s technical issues.
 Provided training support for new representatives to prepare them for production.
STEPHANIEHEATER PAGE 2
 Received Customer champion award for the top 1% of 22,000 customer service
professionals.
 Conducted live listening sessions with peers and provided realtime feedback to improve
their performance.
 Provided support in the absence of leadership for peers by answering complex
troubleshooting questions.
Hollywood Video Bethlehem, Pennsylvania 2004 - 2006
Shift Leader
Managed a staff of 10 employees performing customer transactions including answering phone
inquiries, completing POS transactions, movie title inquires and sales of movie rental services.
 #1 sales representative in region from 2004-2006 by enrolling customers in value added services
programs.
 Improved security processes by recommending changes to procedures and reduced shrink by
3%
 De-escalated customers who requested a manager by leveraging negotiating skills and customer
service skills
EDUCATION
The Lehigh Valley Charter High School for the Performing Arts
Bethlehem, PA 18017
From 2003-2005
 Musical Theater
 Public speaking classes
 Public presentation classes
Liberty High School
Bethlehem, PA 18018
From 2001-2003
PROFESSIONAL DEVELOPMENT
Leadership Development Training
Quality Assurance