Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Work Preference
Software
Interests
Timeline
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Heather Endicott

Heather Endicott

Saint Petersburg,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience Health Insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.


Proven track record in enhancing client satisfaction and retention at UnitedHealthcare Student Resources, leveraging strong analytical skills and a commitment to excellence. Excelled in cross-functional collaboration and account management, significantly improving process efficiency. Demonstrated leadership in staff training and project management, driving team success and achieving sales targets.

Overview

24
24
years of professional experience
1
1
Certification
1
1
Language

Work History

Client Service Analyst /Senior Account Manager

UnitedHealthcare Student Resources
10.2004 - Current
  • Managed multiple deadlines simultaneously while maintaining attention to detail in all tasks performed.
  • Monitored daily performance against established metrics.
  • Collaborated cross-functionally with other departments to ensure seamless delivery of services across the organization's offerings.
  • Updated seven internal databases with relevant client information, keeping records current for efficient reference as needed.
  • Developed strong relationships with clients through exceptional communication skills and personalized service.
  • Streamlined processes for increased efficiency in managing client accounts and requests.
  • Assisted in the development of training materials to enhance new hire onboarding and ongoing staff education. Trained new personnel regarding company operations, policies and services.
  • Enhanced team productivity by collaborating on projects, sharing knowledge, and addressing issues promptly.
  • Demonstrated adaptability by quickly learning new software programs and industry-specific regulations to better serve clients'' needs.
  • Resolved complex account issues for clients, ensuring a high level of satisfaction and retention.
  • Participated in regular meetings with team members to discuss progress, challenges, and best practices in client service management.
  • Escalated requests for service, acting as point of escalation for external and internal parties.
  • Maintained confidentiality of sensitive client information, adhering strictly to company policies regarding privacy protection.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services ,demonstrating empathy, and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Maintained detailed records of all account activities, ensuring accurate reporting for upper management review purposes later on.
  • Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Proactively identified potential issues affecting clients'' accounts, taking steps to address them before they escalated into larger concerns.
  • Continuously evaluated evolving industry trends, incorporating pertinent changes into daily operations where applicable.

Accounting Specialist

Danka Copier Solutions
06.2000 - 10.2004
  • Input financial data and produced reports using company wide accounting software.
  • Improved financial accuracy by performing detailed account reconciliations and resolving discrepancies.
  • Coached, trained, and delegated tasks five team members to meet specific department goals.
  • Established effective communication channels with vendors and customers to resolve outstanding issues timely manner.
  • Implemented process improvements that reduced manual tasks for the accounting team, freeing up time for higher-value activities.
  • Contacted customers to immediately find resolutions for escalated issues.
  • Collaborated with cross-functional teams to develop budgets, ensuring accurate financial planning and forecasting.
  • Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
  • Continuously updated job knowledge through participation in educational opportunities attending professional conferences reading relevant publications.
  • Supported month-end closing process by preparing journal entries, account reconciliations, and variance analysis reports.
  • Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
  • Assisted auditors during annual audits, providing necessary documentation and addressing inquiries promptly.

Education

High School Diploma -

Northeast High School
Saint Petersburg, FL
06.1992

Skills

  • 20 plus years experience in Health Insurance
  • Strong analytical skills
  • Sales presentations and orientations at Colleges & Universities (Large and Small groups)
  • Client Retention Strategies
  • Policy Implementation
  • Staff Recruitment , Onboarding and development training
  • Teamwork and Collaboration with internal and external partners
  • Issue and Complaint Resolution
  • Regulatory Policies and Procedures Adherence
  • Document and Records Management
  • Customer/Project Account Management
  • Cross-Functional Collaboration on Process Improvement
  • Customer Relationship Management (CRM)
  • Credentialing & Licensing Requirements
  • Administrative Support & Sales expertise

Certification

  • Advanced Powerpoint Training & Certification -2022
  • Intermediate Microsoft Word Training & Certification -2000
  • Intermediate Microsoft Excel Training & Certification -2021
  • Mental Health Parity Training (Annually)
  • Positive Engagement Certification - 2023
  • Business Etiquette & Effective Communication Training & Certification- 2023
  • Health Care Fraud , Waste & Abuse Training & Certification (Annually)
  • HIPPA Training & Certification (Annually)


Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

Hybrid

Important To Me

Company CultureWork-life balance401k matchWork from home option

Software

Microsoft Excel

Microsoft Word

Microsoft One Note

Microsoft PowerPoint

CRM

Interests

Volunteerism

Gardening

Antique Collecting

Cooking

Adventure

Timeline

Client Service Analyst /Senior Account Manager

UnitedHealthcare Student Resources
10.2004 - Current

Accounting Specialist

Danka Copier Solutions
06.2000 - 10.2004

High School Diploma -

Northeast High School

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Heather Endicott