Heather Hand
Aurora,CO
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs, promote organizational efficiency, and increase
customer satisfaction. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
Work History
Supervising Agent
American Income Life Insurance Company
Aurora, CO
12.2024 - Current
- Increased client satisfaction by providing exceptional customer service and addressing individual needs.
- Evaluated client risk profiles to recommend appropriate insurance coverage options tailored to their specific needs.
- Maintained businesses' database by entering and verifying information.
- Maintained detailed records of all transactions, complying with regulatory requirements and promoting transparency within the agency.
- Monitored and evaluated fellow agents' performance.
Lead Support Supervisor
Comcast
Virtual, Aurora CO
11.2019 - Current
- Boosted customer satisfaction rates by promptly addressing concerns and providing comprehensive solutions.
- Managed a team of support specialists, ensuring professional development and consistent performance improvement.
- Reduced response times for support inquiries through effective resource allocation and workload management.
- Served as main escalation point for complex issues, demonstrating exceptional problem-solving skills while maintaining strong customer relationships.
- Provided coaching and mentoring to junior staff members, enabling them to excel in their roles while contributing positively to the department's overall success.
Customer Experience Professional
Comcast
Virtual, Aurora CO
11.2016 - 11.2019
- Cultivated and nurtured relationships with customers while troubleshooting their services with Comcast.
- Maintained detailed records of customer interactions, allowing for data-driven decision-making and targeted support strategies.
- Provided personalized support, ensuring a positive experience for each customer interaction.
Caregiver
Self-employeed
07.2011 - 09.2016
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
Education
Computer Information Processor - Computer And Information Sciences
Barnes Business College
Denver, COSkills
- Professional development training
- Scheduling
- Account Management
- Call center experience
- Problem-Solving
- De-Escalation Techniques
- Adaptable
- Technical Knowledge
- Communication
- Service standard compliance
Timeline
Supervising Agent
American Income Life Insurance Company
12.2024 - Current
Lead Support Supervisor
Comcast
11.2019 - Current
Customer Experience Professional
Comcast
11.2016 - 11.2019
Caregiver
Self-employeed
07.2011 - 09.2016
Computer Information Processor - Computer And Information Sciences
Barnes Business College