Customer Support Lead Remote Call Center Expert

Heather Horvath

Easton, PA 610-***-****

https://www.linkedin.com/in/heather-horvath-b50b37156

***************@*****.***

Professional Summary

Empathetic and solutions-driven Customer Support Specialist with extensive experience resolving customer inquiries, managing relationships, and ensuring satisfaction in fast-paced environments. Skilled at active listening, multitasking, and communication across phone, chat, and email. Dedicated to providing seamless remote support and building trust through every interaction.

Core Skills

Business Development •Exceptional Interpersonal, Verbal and Written Communication • Customer Retention • Proficiency in Microsoft Suite • CRM (Method) • Remote Experience • Prospecting • Territory Growth • B2B/B2B Sales • Strategic Planning • Time Management • Organizational Skills • Prioritization • Relationship Management • Adaptability • Negotiation Skills • Account Expansion • Virtual Presentations • Client Needs AnalysIs • Team Player

Professional Experience

Project Manager-Laubach Lawns

Easton, PA 2015 - 2017

Project Management Client Experience Office Administration Operations

• Managed Cross-Functional Team Leadership

• Ensured Exceptional Customer Satisfaction through Proactive engagement

• Coordinated Resource and Crew Schedule

• increased Territory Growth & Market Expansion

• Supervised Landscape Design & Implementation Oversight

• Planned & Executed Projects

• Scheduled & Developed Account Timelines

• Coordinated Vendors & Partners

• Improved Process & Efficiency

Business Development Specialist & Sales Representative

muk USA– NJ & PA 2022 - 2024

• Drove brand growth by securing new salon, distributor, and retail partnerships across the assigned territory.

• Expanded market presence by identifying high-value prospects and converting them into long-term accounts.

Managed a strategic sales pipeline, prioritizing high-impact opportunities to consistently exceed revenue goals.

• Delivered product education, demos, and training to salon teams and retail partners to strengthen brand adoption.

• Cultivated strong relationships with decision-makers, improving client loyalty and repeat purchase volume.

• Negotiated pricing, contracts, and promotional programs to maximize profitability and market penetration.

Territory Sales Manager

Pa Beauty Supply - PA 2017 - 2022

• Managed multiple territories and developed strong client relationships to maximize profitability.

• Achieved 45% overall sales increase in 2018; consistently ranked among top performers.

• Built long-term partnerships that improved customer loyalty and retention.

• Designed sales strategies focused on growth, client satisfaction, and repeat business.

• Utilized CRM (Method) to track leads, manage pipelines, and forecast revenue.

• Earned multiple annual Sales Success Summit Awards for exceeding goals and metrics.

Owner/Manager Spike & Pixie Salon

Stewartsville, NJ 2011 -

• Founded and operated Spike & Pixie Salon, managing all daily business, including sraffing, budgeting,

inventory control, and client service functions.

• Delivered high-level customer service, resolving concerns promptly and maintaining strong client loyalty.

• Created marketing campaigns and implemented POS system for daily operations.

• Trained team members on consultative selling and customer engagement.

• Delivered high-level customer service, resolving concerns promptly and maintaining strong client loyalty.

• Oversaw staff performance, training, coaching, and workflow to ensure consistent service standards.

• Managed financial processes, including budgeting, revenue tracking, cost control, and purchasing.

• Developed and executed marketing strategies to boost visibility, referrals, and repeat business.

• Built and maintained strong client relationships, driving retention and long-term customer satisfaction.

• Implemented operational systems that improved efficiency, appointment flow, and overall customer experience.

• Ensured all services met health, safety, and state compliance requirements.

• Handled all administrative responsibilities, including reporting, recordkeeping, and communications.

Education & Certification

AA, Business Administration – Northampton County College

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