Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather Smith

McHenry,IL

Summary

Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.

Overview

36
36
years of professional experience

Work History

Secretary /Corporate Treasurer

D's Marine
08.1998 - Current
  • Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
  • Answered multi-line phone system and enthusiastically greeted callers. Push phone calls to proper department. Take messages and relay important information for associate to be prepared for the call back.
  • Maintained daily, monthly, quarterly and annual report documents, memos and invoices.
  • Scheduled appointments for service department and conducted follow-up calls to clients.
  • Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
  • Entered data into quickbooks system and service database. Updated customer contacts with information to keep records current.
  • Maintained electronic filing systems and categorized documents.
  • Responded to emails, texts and other correspondence to facilitate communication and enhance business processes.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Managed executive calendars, scheduling appointments and meetings to optimize time management.
  • Purchased everything for the business in a timely and cost effective manner.
  • Proficient in Quickbooks desktop, Microsoft365, Excel, Word, Outlook.
  • Type 90wpm
  • Shorthand and dictation

Parts Manager

D's Marine
05.2012 - Current
  • Keep fully stocked parts department of over 500,000 parts to better serve changing trends and keep workspaces organized.
  • Conducted regular audits on inventory levels, ensuring accuracy and preventing discrepancies between physical counts and system records.
  • Managed warranty claims efficiently by working closely with manufacturers to resolve issues promptly while minimizing financial losses to the company.
  • Increased efficiency in the parts department by implementing an improved inventory management system.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.

Service Writer

D's Marine
04.2010 - Current
  • Increased repeat business with exceptional customer service skills and follow-up calls to ensure satisfaction.
  • Reduced wait times for customers by effectively managing appointment schedules and coordinating with technicians.
  • Improved customer satisfaction by providing timely and accurate service estimates and invoices.
  • Addressed customer concerns promptly and professionally, fostering trust and loyalty among clientele.
  • Assisted in inventory management, helping maintain appropriate stock levels for parts department.
  • Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
  • Worked effectively with repair staff and parts providers, staying current on availability and service processes.
  • Logged work orders and change orders into company database to track job status.
  • Developed customized preventative maintenance plans tailored to individual client needs, extending the lifespan of their vehicles while preventing costly future repairs.
  • Ensured accurate documentation of completed repairs, aiding in the maintenance of detailed records for future reference.
  • Presented different repair options to customers to help each person make appropriate choices.
  • Enhanced communication between technicians and customers by acting as a liaison, resulting in clear expectations and better understanding of repair services.
  • Stayed up-to-date on technical knowledge through continuous education courses and manufacturer-provided training materials.
  • Provided consistent training opportunities for new hires, resulting in a knowledgeable workforce capable of meeting high performance standards.
  • Consulted with customers to assess service requirements and produce accurate orders.
  • Utilized industry-specific software programs efficiently to manage work orders, invoices, and customer information.
  • Streamlined repair order processes for increased efficiency and productivity.
  • Established a welcoming and professional environment in the service area, creating positive first impressions for customers upon arrival.
  • Maintained strong professional relationships with vendors, enabling prompt delivery of necessary parts for repairs.
  • Gathered information through research and vendor inquiries to provide job estimates.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Contributed to team goals by upselling additional services based on customer needs, generating increased revenue.
  • Optimized workflow processes by assigning tasks based on technician expertise, ensuring efficient completion of repair jobs and maximizing resource utilization.
  • Conferred with sales teams to schedule and price repair requirements for used and new vehicles.
  • Resolved issues by coordinating with the proper department.
  • Collaborated with service team members to identify areas for improvement, leading to enhanced quality standards and procedures.
  • Participated in ongoing training programs to stay current with industry trends and best practices.
  • Responded proactively and positively to rapid change.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Cross-trained and backed up other customer service managers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Trained new personnel regarding company operations, policies and services.
  • Promptly responded to inquiries and requests from prospective customers.

A/B/Class C Operator for UST (Fuel Storage Tanks)

D's Marine
10.2004 - Current
  • Conducted regular safety meetings with fellow operators to discuss best practices and address potential hazards in the workplace.
  • Implemented preventive maintenance procedures on fuel storage tank and dispensers to extend their lifespan.
  • Communicated proactively with team members to coordinate work efforts efficiently across multiple shifts.
  • Actively participated in emergency response drills, enhancing preparedness levels among all staff members.
  • Improved overall site efficiency by effectively scheduling and overseeing Class C operator tasks.
  • Enhanced safety protocols by conducting thorough inspections and maintenance of fueling equipment.
  • Collaborated with management to develop and implement training programs for new Class C operators.
  • Managed hazardous waste materials according to regulatory guidelines, reducing environmental risks associated with spills or leaks.
  • Maintained a clean, organized work environment for optimal productivity and safety.
  • Developed strong relationships with vendors to ensure timely delivery of fuel products while minimizing costs.
  • Prepared detailed reports on fuel deliveries, sales volumes, and inventory levels for management review.
  • Assisted in reducing downtime by promptly addressing equipment malfunctions and coordinating repairs as needed.
  • Monitored security systems for unauthorized access or potential theft incidents to maintain a safe environment for employees and customers alike.
  • Supported fellow team members during busy periods or staff absences by taking on additional responsibilities when needed.
  • Completed daily inventory reconciliations to prevent fuel shortages or overstock situations, ensuring adequate supplies for customers.
  • Evaluated current operating procedures regularly for possible improvements, submitting suggestions to management for consideration.
  • Contributed to increased customer satisfaction by providing prompt, courteous service at the fueling station.
  • Telephoned and radioed team members to coordinate efficient and smooth pump operations.
  • Observed production operations, identified safety hazards and addressed problems to maintain safety for all personnel.
  • Kept accurate records of cargo delivery times and vehicle maintenance to provide documentation to dispatch for billing and inventory purposes.
  • Obtained necessary permits and licenses to operate various commercial vehicles legally.
  • Maintained well-calibrated systems to keep inspections accurate.
  • Conducted general housekeeping functions such as removing spills and organizing supplies.
  • Tracked inspection results and submitted reports outlining data and highlighting deviations.

Boat Sales

Ostrow Marine, Inc.
11.1997 - 07.1998
  • Provided exceptional after-sales support to customers, addressing any questions or concerns regarding their purchase in a timely manner.
  • Collaborated closely with finance department to provide clients with optimal financing solutions for their purchases.
  • Developed a loyal client base through attentive service, regular follow-ups, and referral incentives.
  • Participated in ongoing professional development opportunities within the boating industry to maintain expertise in product offerings.
  • Expanded dealership''s reach by representing the company at trade shows, conferences, and local boating events.
  • Maintained accurate records of client interactions, inventory updates, and completed transactions in company database systems.

Graphics Assistant

Sun Electric / Snap-On Tools
06.1993 - 07.1998
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Organized and edited technical instructions for use in training and customer manuals.
  • Edited revision worksheets and distributed changes to all engineers.
  • Edited CAD models and drawings for diagnostic equipment when revisions were needed after field tests.
  • Single handedly created a cross reference database for over 1 million Sun Electric part numbers to Snap-On Part numbers for quick reference throughout the world.

Server

Colonial Restaurant
09.1990 - 07.1993
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.

Server

Dog N Suds
05.1988 - 10.1991
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with hand writing every order, hand off to kitchen, bag or place order on window tray and deliver to customers car.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.

Education

McHenry County College
Crystal Lake, IL
03.1993

High School Diploma -

Woodstock High School
Woodstock, IL
05.1992

Skills

  • Customer Service
  • Invoice Processing and collection
  • Inventory Management, ordering, restocking
  • Warehouse Operations
  • Customer/Vendor Relations
  • Hardworking and Reliable
  • Management
  • Microsoft Office
  • Decision-MakingEnergetic and Positive

Timeline

Parts Manager

D's Marine
05.2012 - Current

Service Writer

D's Marine
04.2010 - Current

A/B/Class C Operator for UST (Fuel Storage Tanks)

D's Marine
10.2004 - Current

Secretary /Corporate Treasurer

D's Marine
08.1998 - Current

Boat Sales

Ostrow Marine, Inc.
11.1997 - 07.1998

Graphics Assistant

Sun Electric / Snap-On Tools
06.1993 - 07.1998

Server

Colonial Restaurant
09.1990 - 07.1993

Server

Dog N Suds
05.1988 - 10.1991

McHenry County College

High School Diploma -

Woodstock High School

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Heather Smith