Summary
Overview
Work history
Education
Skills
References
Timeline
Generic

Heather Evans

Totnes,Devon

Summary

I'm a hard-working and approachable person who takes pride in delivering great customer service and keeping high standards in everything I do. I’ve got experience in training and supporting teams, building customer relationships, and handling a range of computer-based tasks including Microsoft Office. I listen with empathy and understanding, work well with others, and can adapt to different situations. During my time in customer insight, I built strong relationships across departments and helped turn customer feedback into meaningful actions - something I’d love to apply in a HR role to support and improve the co-owner experience.

Overview

18
18
years of professional experience
2026
2026
years of post-secondary education

Work history

Customer Insight

Riverford
06.2022 - 09.2025
  • I joined the customer insight team as maternity cover for the customer insight manager role in June 2022. During my time in that role my key responsibility was to be the voice of the customer throughout the business by turning feedback from customers into actionable customer insight. This involved gathering qualitative and quantitative feedback through surveys based on individual stakeholder & business needs, collating feedback from our customer facing teams & social platforms, presenting insights to relevant teams and managing our online customer research platform. During this time I built relationships with different departments and stakeholders around the business and worked with multiple Microsoft programmes such as Word, Excel, Publisher & PowerPoint. In 2025, my role changed to include two days per week as a Customer Insight Executive, while also rejoining the Customer Service team for the remaining two days, enabling me to be the voice of the customer whilst having direct contact with them.

Customer Service Agent

Riverford
10.2019 - Current
  • My key responsibilities in this role are looking after the Riverford customer base. This can be done via phone calls, emails or live chat. Working to resolve complaints and ensure the customer base are happy is the main focus – whilst also managing expectations and sharing positive feedback. My role in the customer service team has been quite varied, from printing & collating paperwork for the delivery teams, working to help out the reception team when required and helping to train new team members. I feel I have a good idea of what our customer base want & expect from us, as well as having a good understanding of what is realistically possible from a business point of view. Working with Riverford over the last few years has shown me that I can work within a team but also independently when required to achieve required results, be it at the farm or home.

Business Consultant

Fresh Southwest (Subway)
01.2012 - 09.2019
  • My key responsibilities in this role were to assist franchisee’s in building sales & increasing profits whilst maintaining high standards in store. My main duties in this role were; monthly evaluations in up to 25 stores a month, assisting franchisee’s in store openings & training new teams, liaising with franchisee’s regarding any queries or issues they have, creating a monthly newsletter for Subway stores, presenting at yearly conferences and creating job aids for our office to use as well as for teams in store. I was also on call to give any help, advice & support needed to franchisee’s & in-store teams at all times.

Team Member-Supervisor-Manager

KTCW Limited (Subway)
01.2008 - 01.2012
  • My main responsibilities in this role were giving great customer service to customers, preparing & serving high quality food products, maintaining a clean & well organised restaurant, completing weekly inventory counts & paperwork, local store marketing and managing a team. As well as working in the Newton Abbot store, I also covered shifts and helped to improve standards in 5 stores in the Torbay & Teignbridge area.

Education

Level 3 Award - Effective Auditing & Inspection

Highfield

National BTEC Diploma Level 3 - Health and Social Care

Exeter College
01.2008 - 01.2010

GCSE’s -

Teign School
Kingsteignton
01.2002 - 01.2007

Skills

  • Empathy and active listening
  • Approachability and communication
  • Adaptability and flexibility
  • Team collaboration
  • Attention to detail
  • Microsoft Office proficiency

References

References available upon request.

Timeline

Customer Insight

Riverford
06.2022 - 09.2025

Customer Service Agent

Riverford
10.2019 - Current

Business Consultant

Fresh Southwest (Subway)
01.2012 - 09.2019

Team Member-Supervisor-Manager

KTCW Limited (Subway)
01.2008 - 01.2012

National BTEC Diploma Level 3 - Health and Social Care

Exeter College
01.2008 - 01.2010

GCSE’s -

Teign School
01.2002 - 01.2007

Level 3 Award - Effective Auditing & Inspection

Highfield
Heather Evans