Heather England
Indianapolis,IN
Summary
Experienced Leader with a diverse background in customer service and compliance. Dedicated to providing excellent customer service and making operational and procedural improvements. Ability to provide leadership, direction, motivation and build high performing teams. Ability to work under pressure with strong follow through. Excellent communication, interpersonal and customer service skills. Skilled trainer.
Overview
22
22
years of professional experience
Work History
Vice President, Technology Delivery
WCG
11.2023 - Current
- Responsible for all aspects of overall management and leadership of Safety Solutions client delivery teams
- Follow through and drive/oversee decisions made in management meetings and ensures proper execution
- Develop and foster effective relationships/collaborations between departments internal and external to ensure integrated approach to providing products and services
- Provide customers with advice regarding product enhancements that focus on increased customer satisfaction, compliance, and security
- Provide regular updates to company management on objectives, projects, and customers.
Director, Client Services
WCG TRIFECTA
04.2021 - 11.2023
- Determine Help Desk and Safety Letter processing operational strategies by understanding and implementing, WCG Trifecta policies and procedures; understanding user requirements; production, productivity, quality, and customer-service standards
- Maintain and improve Help Desk/Safety Letter upload operations by monitoring system performance; identifying and resolving problems; preparing and completing reports weekly/monthly regarding service-related issues; managing system and process improvement
- Train new employees on WCG Trifecta platform
- Assign job functions to Help Desk and Safety Letter processing team; coach and develop employees; communicating job expectations; planning, monitoring, and reviewing job contributions
- Work with Development teams in sprint planning and prioritization of software enhancements to ensure UIs are properly updated and enhanced to meet ever-changing needs of clinical trials
- Knowledge and understanding of pharmaceutical industry clinical environment.
Call Center/Help Desk Manager
TRIFECTA
01.2018 - 04.2021
- Managed Help Desk consisting of ten employees and conducted performance evaluations
- Collaborate with staff to improve first reply time and total time to resolution on tickets received at the Help Desk in increase user satisfaction
- Train new employees on WCG Trifecta platform
- Assign job functions to Call Center/Help Desk team; coach and develop employees; communicating job expectations; planning, monitoring, and reviewing job contributions
- Conduct review of Help Desk tickets and provide guidance to staff to help develop customer service skills and identify areas of improvement for both staff and company
- Work collaboratively with other departments to provide custom reports from a system perspective, to help clients use the platform more efficiently, gaining user satisfaction.
- evaluations
Compliance Manager
VERTAFORE
03.2014 - 01.2018
- Manage team of compliance specialists regarding insurance regulations for all jurisdictions
- Remain current on insurance licensing regulations and procedures for both producer and adjuster licensing
- Identify process improvement opportunities and create implementation plans, resulting in 20% increase in efficiency; work with other departments to implement new customers
- Provide feedback formally via monthly one-on-one sessions with team to enable team members to meet yearly goals; hold daily stand-up meetings as a group to provide daily guidance
- Provide statistical reports on clients’ SLAs and monthly production to department Director for call center and processing responsibilities.
District Trainer/Reserve Agent Coach
FARMERS INSURANCE GROUP
01.2012 - 03.2014
- Trained new agents on quoting platforms and computer system resulting in quicker quote times by new agents and sales opportunities
- Explained product features and benefits of policies to new agents to increase knowledge and confidence during sales presentations
- Assisted new agents with event preparation and set-up
- Coached new agents on marketing plans for agency growth to provide diverse sources for new leads.
Overnight Dispatcher
MISTER QUIK, INC
08.2011 - 10.2012
- Responded to customer calls between 7pm-7am
- Scheduled appointments and sent call information to technicians
- Communicated with customers to provide delivery updates and resolution
- Closed out jobs with technicians when completed.
Director, Academic Support Department
THE COLLEGE NETWORK
04.2002 - 07.2011
- Started as Academic Advisor and promoted through leadership track
- First promotion after three months to Supervisor
- Supervised and created new outbound calling team that managed those customers disputing their contracts, to help identify reasons for seeking cancellation and provide feedback to Sales team
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals for call center of Academic Advisors
- Motivated, coached, and counseled managers and supervisors to help department meet and exceed yearly customer service goals.
Education
Bachelor of Arts degree (B.A.), Speech and Hearing Sciences, minor in Psychology -
INDIANA UNIVERSITY
Bloomington, INSkills
- Microsoft Office
- Jira/Confluence
- Zendesk
- Systems Organization
- Performance Improvement
- Goal Setting
Timeline
Vice President, Technology Delivery
WCG
11.2023 - Current
Director, Client Services
WCG TRIFECTA
04.2021 - 11.2023
Call Center/Help Desk Manager
TRIFECTA
01.2018 - 04.2021
Compliance Manager
VERTAFORE
03.2014 - 01.2018
District Trainer/Reserve Agent Coach
FARMERS INSURANCE GROUP
01.2012 - 03.2014
Overnight Dispatcher
MISTER QUIK, INC
08.2011 - 10.2012
Director, Academic Support Department
THE COLLEGE NETWORK
04.2002 - 07.2011
Bachelor of Arts degree (B.A.), Speech and Hearing Sciences, minor in Psychology -
INDIANA UNIVERSITY
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