Customer Support Specialist with Leadership Focus
Resume:
Heather Frias
********@*****.***
Oroville, CA 95966
SUMMARY
Experienced professional skilled in customer service, team leadership, and problem-solving, with a proven track record in training and motivating staff to achieve high performance. Adept at managing operations and resolving conflicts with effective decision-making. Eager to apply expertise and skills to contribute to the success of a new team.
SKILLS
Attention to detail
Time management
Problem-solving
Customer service
Problem-solving abilities
Customer interaction
Decision-making
EXPERIENCE
November 2025 – Present
Life Insurance Agent
Bankers Life and Casualty, Chico, CA
Executed in-depth needs assessments to uncover client requirements.
Managed client accounts, executing timely policy renewals and updates to maintain coverage.
Engaged with underwriting teams to ensure meticulous policy evaluations.
Provided ongoing support and guidance during the claims process, ensuring client understanding and satisfaction.
Delivered customized assistance for clients through phone, email, and in-person consultations, enhancing client relationships.
Managed administrative functions such as organizing files and refreshing databases.
Engaged in educational seminars and conferences to stay current with industry developments.
March 2015 – October 2025
Associate
Walmart, Chico, CA
Directed incoming calls from potential customers to appropriate products or departments, enhancing customer engagement.
Enhanced customer service abilities through regular communication with customers.
Processed cash transactions at the register with accuracy, ensuring efficient customer service.
Coached new employees on core customer service methods and standard operating procedures.
Promoted a collaborative work environment through professional and positive demeanor, supporting team morale.
Facilitated inventory management through the identification and marking of items earmarked for removal from storage zones or shelves.
Strategically positioned merchandise with signage and eye-catching displays to enhance customer sales.
Suggested, determined, and supported procurement of merchandise based on customer expectations and desires.
Administered merchandise exchanges for customers and executed return transactions.
March 2015 – October 2025
Supervisor
Walmart, Chico, CA
Directed and organized staff operations to ensure compliance with established policies, procedures, and standards.
Directed task distribution among team members according to unique strengths
Mediated conflicts between team members and departments to maintain a collaborative work environment.
Inspired employees to achieve their career goals through personalized development plans.
Facilitated comprehensive training for new employees on job duties and performance expectations.
Trained new employees on company policies, procedures, and work ethics to ensure smooth onboarding.
October 2018 - November 2021
Front Desk Agent/ Night Auditor
Gold Country Hotel, Oroville, Ca
Greeted customers upon arrival and aided with check-in and check-out.
Engaged with guests, providing helpful assistance during their stay.
Applied problem-solving techniques to resolve customer complaints swiftly, ensuring guest satisfaction and retention.
Resolved guest issues with creative solutions, escalating major concerns to management.
Managed incoming calls promptly and professionally, delivering accurate information or efficiently transferring calls to appropriate departments.
Handled cash, credit, and debit card transactions accurately.
Used computer and database systems to verify information, process purchases, and make notes.
Conducted regular audits of front desk operations to ensure accuracy and efficiency.
Maintained accurate daily records of guests' accounts, ensuring seamless tracking of charges, payments, and credits.
October 2013 - April 2015
Caregiver
Family Care, Oroville, CA
Assisted residents in activities of daily living to maintain health and dignity.
Assisted residents in and out of bed and wheelchairs, using safe lifting and transferring techniques.
Assisted clients with daily tasks, including laundry, housekeeping, and shopping, to promote independence and quality of life.
Performed light housekeeping duties including laundry, meal preparation, and grocery shopping.
Cultivated meaningful relationships with clients by understanding their personal stories and daily routines, enhancing emotional well-being.
Administered medications in accordance with physician orders, ensuring accurate dosage and timing.
Reacted swiftly to emergencies, administering first aid to ensure client safety and well-being.
EDUCATION
June 2007
High School Diploma
Oroville High School, Oroville CA
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