Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
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
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
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, CO

Skills

  • 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

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