Heather M Coonrod Email & Phone Number

Lexington, Kentucky, United States

Data entry of patient and client records into multiple company wide systems with constant communication between surgeon teams and various departments. Handles personnel allocation for scheduled procedures and emergenciesOperate multiple line phone and intercom system to update teams on patient and emergent arrivals. Office general housekeeping and clerical duties.

Georgetown, Ky

Handle all issues and reporting to Ryder and TMMK management.Update reports throughout the day for KPIs.Dispatch of yard truck drivers putting trailers in doors throughout TMMK.Process all trailer rotation changes that effect the daily operations of designated dock areas.Communicate any abnormal/out of process occurrences to customer following standard processes.Process improvement (kaizen) for material flow to docksMonitor and maintains on time performance of all shuttles from trailer yards and cross docks to all TMMK manufacturing plants.Handle and resolve issues with trailers, drivers, and maintenance of shuttles, routes, and equipment.Coordinate and handle any abnormal or out of process issues.

Lexington, Kentucky Area

Handle all incoming calls for roadside assistance and any customer issues. Escalate issues to supervisor after exhausting all processes for situation.

High-volume performance driven inbound call center with a call queue consisting of customer care, claims, collections, product inquiry, and sales opportunity. Other responsibilities included taking escalated calls, processing payments, coaching current and new team members, providing program feedback for senior management to improve sales techniques, and setting personal short and long term sales goals. Average monthly effectiveness of 130% and average monthly efficiency of 117% while averaging approximately 80 calls a day.

Responsible for training and recruiting of new drivers as well as promotional development of the brand within the Midwest Region. Also planned and established various events for drivers and mentors for the Greater Lexington area.

Responsible for the development and maintenance of advertising through social media, mailings and follow-up phone calls to customers to ask about product response and event response . Also coordinated with photographers and the business manager to plan photo shoots and various sales/marketing events. Primary contact with various not for profit organizations which received a portion of proceeds from sales and donated auction items.

Responsible for solving problems with customer’s accounts, placing starts and stops on accounts, coordinating installations and repairs with calls from customers and/or technicians, training new sales team members, and setting daily, weekly, and monthly goals for my team while maintaining my own client base. Also assisted clients with a variety of needs and concerns regarding obtaining appropriate security equipment to help them achieve peace of mind.

Responsible for helping solve problems with customer accounts, placing starts and stops on accounts, coordinating re-deliveries with calls from customers and District Managers, assembling mailings, and data entry.

Responsible for operating the dealership’s main phone system; various accounting and inventory work, processing transactions for the dealership’s sales, parts, and service departments, and clerical duties. Worked on projects for Marketing Director. Programs: Microsoft Office, Adobe Creative Suite, and Quark Xpress 5.0