Heather Lenard

Customer-focused operations professional with 10+ years of experience spanning customer service leadership, accounts receivable/collections, and high-volume hospitality. Proven ability to translate strategy into scalable processes, documentation, and measurable KPIs; resolve escalations; and improve customer experience through clear communication and cross-team collaboration. Known for reliability, strong work ethic, and accuracy in cash handling/POS and billing workflows.

B.B.A. in Business Administration & Management.

Bartender/Server/Trainer - CEDAR RIDGE COUNTRY CLUB - Broken Arrow, OK

(2024-11)

• Collaborated with managers to identify performance improvement opportunities that could be addressed through targeted training interventions
• Maintained cleanliness and organization of the bar area, ensuring compliance with health and safety regulations
• Efficiently handled cash transactions and accurately processed payments using POS system
• Trained new bartenders on drink preparation techniques, customer service standards, and POS system operation

Customer Operations Associate - American Electric Power - Tulsa, OK

(2023-05 - 2024-08)

• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis

Senior collections coordinator - T.D. Williamson, Inc. - Tulsa, OK

(2022-10 - 2024-07)

• Negotiated with customers to settle outstanding debts, recovering 85% of assigned accounts
• Documented all collection efforts in CRM system, ensuring accurate records and compliance
• Contacted delinquent account holders to arrange payment plans

Premium Level Attendant/supervisor - SMG Management - Tulsa, OK

(2014-07 - 2019-10)

• Oversaw daily operations and guest engagement for high-volume hospitality events, ensuring exceptional customer service standards.
• Trained and supervised a team of attendants, fostering an environment of collaboration and professional development.
• Managed cash handling processes, maintaining accuracy and accountability in financial transactions.

Bachelor's degree - Business Administration - Oklahoma Wesleyan University (2018-08 - 2022-12)