Heather Horwitz Email & Phone Number

Provided digital facilitation of training for a new operating system to over 200 employees of the stateof West Virginia. Designed supplemental training materials for operating systems as needed includingat a glance documents, and eLearning lessons via articulate. Assisted in the interviewing, hiring and trainingand management of nine additional team members to support training sessions. Worked closely withSubject matter experts to troubleshoot gaps in training materials provided by outside sources.Performed as subject matter experts at the system go live.

Remote

Design and facilitate both new hire onboarding and ongoing learnings for all customer experience agents. Provided personal coaching to improve agent performance, and worked with quality assurance team to ensure that performance of every agent met or exceeded company standards. Piloted new programs to boost customer satisfaction and assisted other departments with their customer facing interactions when needed.

Facilitated large group events in digital space including game nights, get to know you sessions and scavenger hunts. Ran a fully remote book club with over 100 members. hosted book discussions, ran voting for book selections, created conversation prompts to keep members engaged and celebrated literature with team members.

Kept attendance during all training activities, facilitated prepared lessons. Managed creation of breakout rooms and facilitated conversations in small groups. Assisted in certification for agents on live channels.

-Assist members with membership, ordering, styling and issue resolution vua chat, email and phone. -Ensure that all company policies and procedures are followed-Gude interested parties to proper memberships for their individual needs-Maintain personal performance that exceeds department goals in interaction quality, and customer satisfaction

-Complete teller transactions including withdrawals, deposits, and transfers.-Support customers in achieving their financial goals by providing information on all available products. -Establish and grow relationships by promoting bank products and services to customers. -Ensured that all company policies and procedures are followed.

Little Ferry, New Jersey

-Dispatched service technicians and ensured paperwork was processed properly. -Acted as the liaison between job sites, clients, and supply houses. -Handled purchase orders and created an organized filing system. -Served as the company’s receptionist, with tasks including accepting deliveries, answering phone calls, managing schedules, and maintaining inventory. -Created a company training program to aid new employees in learning company systems.

Bergen County, Nj

Placed orders for product, hired staff, created details training plans for new hires and continued training, scheduling and mentoring. Also was responsible for upholding store operations and facilities issues. Additionally handled customer service interactions and cash management duties.

Hasbrock Heights, New Jerseu

Provide exemplary customer service to cafe patrons, organize stock, keep cafe and behind of line areas sanitary.

Hackensack, New Jersey

Was responsible for upholding corporate mandated visual standards in store as well as training for new hires. Key holder, cash management, opening and closing responsibilities including security systems and store cleanliness. Delivered world class customer service to valued clients and ensured shopping was a luxury experiences going above and beyond to exceed client expectations.

Assisted customers on the sales floor, ran marketing campaigns on the stores face book to alert customers to on going promotions, events and also to discuss some more information pertaining to our products. I also launched a project entitles "get to know your lushies" that gave each employee a spot light moment.

Bachelor Of Arts (B.A.), English Writing

Education record