Summary
Overview
Work History
Education
Skills
Timeline
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Heather Rainal

Palmyra

Summary

Dynamic professional with a strong work ethic and proven success at The Hershey Company. I excel in clear communication and teamwork, enhancing operational efficiency and employee morale. Recognized for streamlining processes and fostering a positive work environment, I consistently exceed performance standards while ensuring safety protocols are upheld.

Overview

2026
2026
years of professional experience

Work History

Bagger/casepacker Operator

The Hershey Company

Relief Supervisor

The Hershey Company
09.2022 - Current
  • Streamlined relief operations by organizing schedules and assigning tasks efficiently.
  • Provided excellent customer service during high-pressure situations, maintaining professionalism and empathy at all times.
  • Elevated performance standards within the team, providing constructive feedback on areas of improvement.
  • Coordinated training initiatives for new hires or current employees seeking additional skills development.
  • Contributed to overall operational efficiency by anticipating staffing needs and proactively arranging coverage for absences or vacations.
  • Achieved higher productivity levels by motivating team members and setting clear expectations.
  • Facilitated open lines of communication between upper management and frontline staff members.
  • Enhanced communication between shifts with thorough handover processes and documentation.
  • Maintained accurate records of employee hours worked, ensuring payroll accuracy and timely submission.
  • Improved employee morale by addressing concerns and implementing positive changes in the work environment.
  • Supported company-wide objectives by aligning relief team efforts with organizational goals.
  • Reduced response times to emergencies, coordinating resources and personnel effectively.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Frequently inspected production area to verify proper equipment operation.

Customer Service Representative

Verizon
08.1997 - 05.2019
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Investigated and resolved accounting, service and delivery concerns.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

Palmyra Area High School
Palmyra, PA
06.1996

Skills

  • Bagging and packaging
  • Clear communication
  • Strong work ethic
  • Team contribution
  • Effective multitasking
  • Punctual and dependable
  • Teamwork and collaboration
  • Workspace organization
  • Safety protocols

Timeline

Relief Supervisor

The Hershey Company
09.2022 - Current

Customer Service Representative

Verizon
08.1997 - 05.2019

Bagger/casepacker Operator

The Hershey Company

Palmyra Area High School

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Heather Rainal