Heather Gorman

Highly motivated professional well-versed in leading successful projects and teams. Proven record of planning and executing projects and driving operational efficiency in fast-paced, deadline-oriented environments. Skilled communicator with the ability to motivate and inspire teams to drive positive outcomes and develop long-term customer relationships. Adept at utilizing a combination of analytical, technical, and problem- solving skills to maximize team performance.

Willing to relocate: Anywhere

Manger - The Buc Tavern - Glenolden, PA

(2017-11)

• Mentored and trained new employees on company policies and procedures.
• Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.
• Managed daily operations including scheduling and budgeting, exhibiting excellent multitasking capabilities.
• Orientated and trained employees, encouraging confidence and helping individuals adapt faster to job roles.
• Monitored team productivity and performance to support goals.
• Coached and motivated team, driving sales and delivering exceptional customer service.
• Communicated plans and actions to meet departmental goals.
• Oversaw multiple projects simultaneously and ensured tasks were efficiently completed.
• Enforced work practices and procedures to reduce workplace safety and health hazards.
• Resolved conflicts between team members promptly using sound judgment based on company policies.
• Fostered positive relationships with clients through proactive communication tactics.
• Collaborated with staff to develop and carry out processes.
• Delegated tasks, freeing up time to focus on higher-value activities.
• Maintained accurate records of financial transactions while adhering to all accounting regulations, reflecting attention to detail.
• Successfully completed complex projects on time while maintaining high-quality standards, showcasing strong project management abilities.
• Developed and implemented a customer service training program, demonstrating strong organizational and communication skills.
• Implemented cost reduction measures without compromising quality or client satisfaction.

Administrative Assistant - Bob Warren Painting - Glenolden, PA

(2019-12 - 2021-02)

• Maintained files and filing, keeping sensitive information confidential.
• Answered phone calls, directed inquiries to appropriate personnel, responded to customer requests in a timely manner.
• Provided administrative support to management staff, including scheduling meetings and appointments, preparing agendas, taking minutes, and maintaining records.
• Managed office supplies inventory and placed orders when necessary.
• Assisted in the preparation of presentations using Microsoft Office Suite applications such as Word, Excel, PowerPoint .
• Compiled and entered data into various databases to ensure accuracy and completeness.
• Maintained database of client contact information with accuracy and attention to detail.
• Served as primary point of contact for facilitating operational and administrative inquiries.
• Maintained office inventory by assisting with supply orders.
• Used Microsoft Office Suite to create and revise documents and presentations.
• Maintained calendars and schedules to set appointments for management team.
• Established professional and collaborative working relationships with company associates and external parties.

Call Center Customer Service Specialist - TAG Pharmaceutical - Folcroft, PA

(2013-01 - 2015-04)

• Successfully handled difficult customer inquiries by providing sympathetic understanding and patience.
• Ensured compliance with company regulations at all times during customer interactions.
• Analyzed call trends to identify areas where improvements could be made within the organization.
• Resolved customer complaints quickly and efficiently while maintaining positive relationships with customers.
• Demonstrated multitasking abilities while managing multiple tasks simultaneously in a high volume call center setting.
• Developed strong problem solving and conflict resolution skills.
• Identified customer needs, clarified information, researched every issue, and provided solutions in a timely manner.
• Demonstrated ability to provide excellent customer service in a fast-paced call center environment.
• Managed large amounts of incoming calls in a professional manner.
• Maintained an up-to-date knowledge of product offerings and promotions.
• Utilized effective communication techniques to ensure customer satisfaction.
• Provided accurate information on products and services to customers.
• Maintained detailed records of all conversations with customers using established protocols.
• Met performance goals and call center metrics in fast-paced performance setting.
• Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement.
• Utilized effective communication skills to provide customers with solutions to their inquiries.

Bachelor's degree - Marketing - St. Joseph's University (1998-05)