Heather Durkee Nesbitt
Topsham,ME
Summary
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
5
5
years of professional experience
Work History
Owner
Mrs Nesbitt's Cleaning Solutions
Topsham , ME
01.2024 - Current
- Managed daily operations of business, including hiring and training staff.
- Developed strategic plans to increase profitability and efficiency.
- Identified new opportunities for growth, expansion, and diversification.
- Maintained relationships with existing clients by providing superior customer service.
PROVIDER SERVICE SUPERVISOR
DEVOTED HEALTH
08.2022 - 01.2024
- -Tasked with reviewing calls for quality assurance and providing actionable feedback for coaching opportunities
- - Taking escalations and providing resolutions for providers
- Reviewed and monitored provider service performance to ensure compliance with organizational policies and procedures.
- Identified areas for improvement in provider services operations, developed action plans and implemented corrective measures.
- Developed training programs to improve the efficiency of provider services staff.
- Analyzed operational data, identified trends, and recommended process improvements for greater efficiency.
SENIOR MEMBER SERVICE GUIDE
DEVOTED HEALTH
05.2022 - 08.2022
- - Tasked with reviewing calls for quality assurance and providing actionable feedback for coaching opportunities
- - Tasked with taking escalations and providing resolutions for providers, members, and Authorized representatives
- -Worked diligently to have all inbound/ outbound communications and escalations resolved/ reassigned to appropriate departments by 3pm business
- -interface with the provider office to evaluate and correct complex billing, case case management issues
MEMBER SERVICE GUIDE
DEVOTED HEALTH
05.2021 - 02.2022
- -Handle all inbound member service guide calls, with an advanced knowledge of how to handle member accounts by working closely with member and other devoted health vendors
- - AVG QCM score of 90% in the first year of tenure
- -Created a verbal script that would provide the new hires/mentee with verbiage when working through the mentoring program and into their first few weeks on phones alone
- -Consistently provide actionable feedback to peers and supervisors to help with process/ efficiencies leading to supervisors bringing ideas on how to better assign cases departmentally
- - Mentoring new hires through consistent coaching through providing/ receiving feedback
COMMERCIAL INSIDE SALES AND SERVICE SUPERVISOR
MODERN PEST SERVICES
08.2020 - 05.2021
- -Tasked with creating and developing a new commercial department with Modern pest
- -Developing team responsibilities into responding to sales leads, entering prospects, and following up on possible upgrades, in addition to scheduling service calls and general customer service
- -Creating and managing sales goals, service KPI's as well as SLA's
- -Responsible for hiring and training of this team, to include development of a company sales training program
- -Work with large profile customers to analyze budgets and streamline the sales process, as well as design/implement a sales plan to grow Modern Pest Services customer base and presence in the market Create and develop training programs for commercial department
PLATINUM/ B2B SALES AND SERVICE MANAGER
WAYFAIR
09.2019 - 08.2020
- -Top performing B2B team for May 2020, June 2020, and Quarter 2, 2020
- -Identified knowledge gaps around B2B sales/ Service teams
- -Worked interdepartmentally in Monthly Alignment meetings to ensure B2B customer relationships are fostered to the highest revenue increases
- -Assigned to service Wayfair's top business accounts working directly with our highest revenue accounts
SALES AND SERVICE MANAGER
WAYFAIR
05.2019 - 09.2019
- - Supervises team of 14 Sales and Service Consultants
- -Focuses on professional development; oversaw the advancement of 2 agents to higher level positions within Wayfair
- Th -7 in the department for team execution for the Month of July 2019
Education
Criminal Justice,Psychology
HUSSON UNIVERSITY
BANGOR, MESkills
- Proven ability to take full advantage of an employee's strengths, and to identify and train areas of weakness to uncover each person's full potential
- Creates an open communication with peers and management by making availability a precedence
- Proficient in Salesforce
- Proficient in Quality Assurance
Timeline
Owner
Mrs Nesbitt's Cleaning Solutions
01.2024 - Current
PROVIDER SERVICE SUPERVISOR
DEVOTED HEALTH
08.2022 - 01.2024
SENIOR MEMBER SERVICE GUIDE
DEVOTED HEALTH
05.2022 - 08.2022
MEMBER SERVICE GUIDE
DEVOTED HEALTH
05.2021 - 02.2022
COMMERCIAL INSIDE SALES AND SERVICE SUPERVISOR
MODERN PEST SERVICES
08.2020 - 05.2021
PLATINUM/ B2B SALES AND SERVICE MANAGER
WAYFAIR
09.2019 - 08.2020
SALES AND SERVICE MANAGER
WAYFAIR
05.2019 - 09.2019
Criminal Justice,Psychology
HUSSON UNIVERSITY
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