Carrie (Cleveland) Heward Email & Phone Number

United States

United States

Lehi, Utah, United States

Dallas, Texas, United States

Murray Utah

Draper Utah

Customer Support Specialist Support new retail customers with placing orders and questions or concerns. Be detailed in product knowledge and understanding of systems and processes. Answer all inbound calls and resolve customer concerns.Practice of professional call handling and active listening to meet company standards.Interdepartmental communication for the resolution of each customer’s needs.Responsible for responses of customer concerns and questions via E-mail.Active awareness of new company products and promotions.

Draper Utah

VoIP and network service support technician. Provide assistance to customers (via inbound call queue and support ticketing system). Perform add/change/delete requests in Hosted VoIP PBX platforms. Troubleshooting, provisioning IP phones, and configuring routers.Assisted customers in navigation of the website and admin portal for account administration.Responsible to handle customer queries / issues through Voice (International) transactions to the best of customer’s satisfaction.Multi-tasking and being detail oriented for the necessary documentation of calls.Awareness of relevant service levels and meets goals set by the project.Analysis of customer’s VOIP issues through active listening.Troubleshooting telecommunication hardware elements, as well as software and platform components

Riverton Utah

Resolved customer service support requests such as; order entry, order corrections, and questions about products, programs and policies. Ensure demonstrators are receiving accurate and efficient responses in addition to making them feel valued. This was done in the form of inbound/ outbound calls and email.Responded to inbound calls from demonstrations providing them quality customer service as well as keeping a record of the call and issues resolved though incident tracking.Used phone time effectively and adhered to set department goals and standards.Assisted Executive demonstrators on an exclusive team dedicated to handling their customer service needs.Maintained knowledge of company policies, procedures, and proactively looked for ways to improve department and cross department communication.Provided technical support for other DS agents for the software program product as well as to demonstrators and their customers when needed.Kept a positive work attitude and encouraged, supported and motivated other coworkers.

West Valley Utah

Technical Support RepresentativeProvide exceptional customer service to internal and external customers. Provide telephonic and/or electronic Technical Support for customers who use wireless data products and services; troubleshoot hardware/software issues, identify network/application issues, provide information on how to set-up/use wireless data products.Demonstrated ability to understand and communicate complex and technical information clearlyand concisely, adjusting language and terminology to the needs of the customer. Excellent communication (oral and written), interpersonal and organizational skills.Ability to demonstrate strong aptitude and knowledge of personal computer hardware/software;possess fundamental understanding of Internet connectivity, networking terminology, web and e-mail protocols.Ability to support a growing number of wireless data products, and continuously demonstrateproficiency in product knowledge and call handling skills.Adaptability to continuous change, while remaining open to coaching and developmentalfeedback.Customer Service Representative (January of 2009 to November of 2009)Responsible for handling all customer concerns; billing inquires, explanation of products and services, troubleshooting and education of equipment. Providing value to customers while maintaining efficiencies and adhering to set company metrics. Ability to learn quickly and implement frequent company changes. Ability to multi task and adept at working between multiple computer screens.Proficient listening skills, quickly asses and problem solve customer concerns. While offering additional solutions for potential issues.Patience and friendly with frustrated or irate customers, able to keep calm and focus on resolution that is mutually beneficial for all parties involved.Comfortable explaining technical issues and navigating customers through their equipment for education or troubleshooting.

Salt Lake City Metropolitan Area

Areas of accountability included website development, search engine optimization and emailhosting for over 600 active clients throughout the entire US. Collaboratively worked with theCustomer Service Manager to create strategic plans to enhance customer satisfaction andretention. Developed fulfillment procedures, maintained quality control, and provided staff withtools to increase customer service levels.

Provo, Utah, United States

Created and presented a high-impact seminar for a new division of MIT aimed at introducingcoaching programs and software specifically designed for real estate agents. Created and editedseminar presentations utilizing MS PowerPoint.

Draper, Utah, United States

Functioned as a Seminar Speaker for a Real Estate Coaching company that focused on trainingReal Estate Agents in personal development and in handling industry-specific software.Managed all travel details such as car rental pick up, hotel check-in and travel navigation