Customer Service And Utility Billing Supervisor
Current
Dec 2022 - Present
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Heather Gross Email & Phone Number
Customer Service Supervisor | Human Resources Specialist | Learning and Development | Training Specialist | On-boarding |
at
City of Pleasanton
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✓ Verified Jun 2026
3 data sources
Profile completeness 86%
Current company
Role
Customer Service Supervisor | Human Resources Specialist | Learning and Development | Training Specialist | On-boarding |
Location
Danville, California, United States
Company size
Who is Heather Gross? Overview
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Quick answer
Heather Gross is listed as Customer Service Supervisor | Human Resources Specialist | Learning and Development | Training Specialist | On-boarding | at City of Pleasanton, a company with 328 employees, based in Danville, California, United States. AeroLeads shows a matched LinkedIn profile for Heather Gross.
Heather Gross previously worked as Customer Service and Utility Billing Supervisor at City Of Pleasanton and Customer Service Supervisor, Senior at American Honda Finance Corporation. Heather Gross holds Bachelor Of Science - Bs, Zoology/Animal Biology from Uc Santa Barbara.
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City of Pleasanton
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Profile bio
About Heather Gross
As a highly productive Customer Service Leader, I am dedicated to helping resolve problems and achieve success. I accomplish this by being a supportive coach and trainer. I take care of the details to make sure internal and external customers’ concerns are resolved with a high level of satisfaction. I have experience in all roles of an auto finance call center at American Honda Finance Corp and over 12 years of supervisory experience hiring and developing collaborative teams. I enjoy delivering and crafting training tailored to meet individual needs. I have a knack for identifying opportunities and creating and improving processes to promote efficiency and compliance. I excel working under pressure, with limited staff and resources. I am able to adapt my approach to build meaningful and productive relationships. I display a genuine passion and care for my peers, direct reports and clients. I make thoughtful decisions drawing from experience, knowledge and research. I anticipate obstacles and proactively implement plans to achieve success. As a supervisor, I believe in respect, inclusion, communicating clear expectations and goals, recognizing results and showing sincere appreciation. Core competencies:Customer service ★ supervising ★ problem solving ★ project management ★ coaching ★ developing associates ★ mentoring ★ analyzing ★ auditing for compliance ★ sourcing talent ★ interviewing ★ onboard training ★presenting ★ conflict and risk management ★ negotiating ★ team leading ★ planning and organizing ★ budgeting ★ personnel reporting ★ managing operations ★ event planning.I am excited to find a new role where I can leverage my skills and expand my expertise.
Current workplace
Heather Gross's current company
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City Of Pleasanton
11 roles
Heather Gross work experience
A career timeline built from the work history available for this profile.
Customer Service Supervisor, Senior
★Managed team of 20 auto loan Customer Service phone representatives and support staff.★Conducted results-based call coaching. Encouraged associate development and continuous improvement of metrics through positive reinforcement, encouragement and individual accountability. ★Created fun contests and events to increase morale and improve customer.
Aug 2019 - May 2021
Customer Account Supervisor, Senior (Collections Supervisor)
★Supervised all levels of auto loan collection representatives and recovery team. ★Managed and delegated case workload and analyzed accounts for extension or repossession.★Ensured correct legal notices were generated in required time frames. ★Built effective relationships with repossession agents.★Provided policy interpretation and expert guidance to.
Feb 2019 - Aug 2019
Funding Supervisor
★Supervised team of 8 Contract Funders. ★Ensured efficient and accurate completion of auto loan data entry, contract compliance and dealer funding. ★Satisfied dealers by advocating for creative solutions based on risk analysis and adherence to state regulations. Diplomatically negotiated compromises. ★Identified system issues, requested program updates and.
Oct 2016 - Feb 2019
Customer Accounts Supervisor (Collections Supervisor)
★Supervised 20 auto dialer collectors and repossession recovery team.★Consistently achieved first place auto dialer team in nation.★Conducted call coaching. ★Ensured correct legal notices were generated in correct time frame.
Nov 2015 - Oct 2016
Customer Service Supervisor
★Supervised 15 call center phone representatives. Ensured adequate staffing and phone coverage.★Exceeded 95% completion rate and less than 60 second hold time every month.★Managed organization of file room for 250k + accounts and system conversion from paper to electronic.★NH Circle Team (New, Now, Next Honda) Facilitator. Provided guidance and support to.
Jan 2014 - Nov 2015
Regional Training Specialist
★Forecasted office staffing needs. Managed relationships with temporary agencies. Sourced candidates, interviewed and delivered engaging new hire training. ★Organized training through creation of detailed training guides and checklists for new hires. ★Presented large group training. ★Administered learning management systems; Regulatory University, Honda.
Jan 2012 - Jan 2014
Customer Service Supervisor
★Supervised 15 call center phone representatives. Ensured adequate staffing and phone coverage.★Exceeded 95% completion rate and less than 60 second hold time every month.★Conducted monthly call coaching and weekly audits.
Jan 2009 - Sep 2012
Credit Analyst, Senior Credit Analyst
★Analyzed customer credit applications and bureaus for car loans. ★Negotiated contract terms with dealer Finance Managers and General Managers. ★Coordinated and presented Power of Credit presentations to high school students. ★CSAT(Customer Satisfaction) team member. Created fun events to increase knowledge and morale.★Newsletter Leader. Created content.
Jul 2005 - Jan 2009
Training Coordinator
★Coordinated regional and corporate training initiatives, presented Honda Philosophy training★Ensured associates reviewed new or updated policies and procedures. ★Developed presentations for supervisors.★Acted as Title Supervisor and Customer Service Supervisor.★Led training and implementation of new servicing system roll out.★Team leader for Regional.
Jul 2004 - Jul 2005
Senior Customer Service Representative
★Answered 80+ incoming calls daily, responded to written requests, resolved escalated issues.★Trained new associates. Motivated peer improvements.★NH circle project team member. ★Achieved employee of the month multiple months with highest volume of inbound calls. ★Received Action award for excellent service from customer’s written compliment.
Sep 2001 - Jul 2004
Team & coworkers
Colleagues at City of Pleasanton
Other employees you can reach at cityofpleasantonca.gov. View company contacts for 328 employees →
SB
Sonia Berrios
Colleague at City Of PleasantonSan Jose, California, United States, United States
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MM
Mike Mcdermott
Colleague at City Of PleasantonSan Ramon, California, United States, United States
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MF
Michael Fraser
Colleague at City Of PleasantonPleasanton, California, United States, United States
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KB
Karla Brown
Colleague at City Of PleasantonPleasanton, California, United States, United States
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EL
Eric Luchini
Colleague at City Of PleasantonTracy, California, United States, United States
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MG
Mark Gwin
Colleague at City Of PleasantonBrentwood, California, United States, United States
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JW
Jay Wilkerson
Colleague at City Of PleasantonPleasanton, California, United States, United States
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CG
Christine Guevarra
Colleague at City Of PleasantonPleasanton, California, United States, United States
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CB
Cherie Buenaflor
Colleague at City Of PleasantonLivermore, California, United States, United States
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AW
Alexander White
Colleague at City Of PleasantonConcord, California, United States, United States
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Sonia Berrios
Colleague at City Of PleasantonSan Jose, California, United States, United States
View →
MM
Mike Mcdermott
Colleague at City Of PleasantonSan Ramon, California, United States, United States
View →
MF
Michael Fraser
Colleague at City Of PleasantonPleasanton, California, United States, United States
View →
KB
Karla Brown
Colleague at City Of PleasantonPleasanton, California, United States, United States
View →
EL
Eric Luchini
Colleague at City Of PleasantonTracy, California, United States, United States
View →
MG
Mark Gwin
Colleague at City Of PleasantonBrentwood, California, United States, United States
View →
JW
Jay Wilkerson
Colleague at City Of PleasantonPleasanton, California, United States, United States
View →
CG
Christine Guevarra
Colleague at City Of PleasantonPleasanton, California, United States, United States
View →
CB
Cherie Buenaflor
Colleague at City Of PleasantonLivermore, California, United States, United States
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AW
Alexander White
Colleague at City Of PleasantonConcord, California, United States, United States
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1 education record
Heather Gross education
FAQ
Frequently asked questions about Heather Gross
Quick answers generated from the profile data available on this page.
What company does Heather Gross work for?
Heather Gross works for City of Pleasanton.
What is Heather Gross's role at City of Pleasanton?
Heather Gross is listed as Customer Service Supervisor | Human Resources Specialist | Learning and Development | Training Specialist | On-boarding | at City of Pleasanton.
Where is Heather Gross based?
Heather Gross is based in Danville, California, United States while working with City of Pleasanton.
What companies has Heather Gross worked for?
Heather Gross has worked for City Of Pleasanton and American Honda Finance Corporation.
Who are Heather Gross's colleagues at City of Pleasanton?
Heather Gross's colleagues at City of Pleasanton include Sonia Berrios, Mike Mcdermott, Michael Fraser, Karla Brown, and Eric Luchini.
How can I contact Heather Gross?
You can use AeroLeads to view verified contact signals for Heather Gross at City of Pleasanton, including work email, phone, and LinkedIn data when available.
What schools did Heather Gross attend?
Heather Gross holds Bachelor Of Science - Bs, Zoology/Animal Biology from Uc Santa Barbara.
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