Heather Hooper

Austin,TX

Summary

Detail-oriented Tier 2 Support Specialist and Operations Leader with over a decade of experience in high-volume customer solutions, fraud prevention, and team management, and health care claims. Proven track record of maintaining exceptional CSAT scores while managing complex technical troubleshooting and multi-departmental collaborations.

Overview

years of professional experience

Work History

Sr. Care Specialist Tier 2

Grubhub Corporate

03.2022 - Current

Manage a high-output workload, resolving an average of 450 partner and client requests weekly across email, phone, and chat.
Lead fraud prevention efforts by conducting deep-dive investigations to protect company and client assets.
Oversee accounting workflows, including direct deposit setup and approvals for corporate partners.
Collaborate cross-functionally with technical departments to resolve systemic Shiplist issues.

Customer Service Representative Tier 2

Alight Retiree Health Solutions

08.2025 - 01.2026

Navigate complex Medicare Open Enrollment inquiries, providing expert guidance on plan selection and HRA/YSA claims processing.
Processing insurance claims, FMLA claims and disability.
Deliver high-tier technical support by guiding users through website account creation and troubleshooting digital portals.
Consistently maintain top-tier CSAT and QA scores in a high-compliance, remote environment.

General Manager

Method Three Events

05.2018 - 10.2021

Fast-tracked to GM within three months due to exceptional reliability and operational insight.
Scalability Expert: Planned and marketed events for two locations, managing logistics for 50 to 500 guests, including corporate fundraisers and concerts.
Full-cycle Talent Management: Recruited, interviewed, and onboarded a staff of over 50 across security, kitchen, and service departments.
Owned financial operations including payroll and employee scheduling.

Payroll Administrator

Hooper’s Custom Painting and Drywall

05.2010 - 09.2018

Streamlined payroll processing and data entry for a team of 12, ensuring 100% compliance with company and state guidelines.

Education

Licensed Esthetician -

Ann Webb Skin Institute

01-2021

Diploma - undefined

Bruceville Eddy High School

01-2006

Skills

Software: Zendesk, Salesforce, G-Suite, Max & Five9 Systems, Verint, Workday
Specialties: B2B/SaaS Support, Fraud Investigation, Payroll Administration, Technical Troubleshooting

Soft Skills: Crisis Management, Collaborative Problem Solving, Organizational Leadership EDTech, SFTP
Processing health care claims, medical claims, and assisting with insurance

Timeline