Heather Irving

Worked handling UHC/Epic calls regarding hearing aids and hearing benefits. Handled a high call volume averaging 50-70 calls daily. Verifying different insurance plans, being able to discuss and explain the benefits of the different plans we work with. I followed hippa compliance, keeping all member information private and secured. Able to established rapport with members, keeping them happy, being able to answer their questions and providing superb customer service.

Handled customer's questions about pet related items such as food, medication, veterinarian inquiries and recommendations. I actively listened to customers and was able to help them and put their concerns to rest letting them know I will be able to assist them. Worked in a high stress situation dealing with member and their pets, being able to remain professional, calm while resolving their problems. I updated account information, while keeping records secure and private.

Worked with HBOMAX and BCBS Federal. I handled high call volume, taking around 60-90 incoming calls a day; while keeping high QA scores. With HBOMAX, handled billing, sign-in issues, and technical issues. Was able to assist our members, with an understanding, positive and respectful attitude. Working with BCBS Federal, I assisted members with any general questions, able to follow hippa laws and keep information private. Able to help irate members, with remaining positive and calm and assisting them with their questions.

I handled a high volume of outbound calls. Was able to handle every call in a professional manner, even while dealing with irate individuals I was able to remain calm and conduct myself with poise. I kept up with a high PR and was able to keep clients happy.

Cared for a toddler from age 15 months to 25 months. Our days were filled with lots of outdoor activities; from daily park adventures to going too see and learn about animals at the zoo. When we weren't exploring the outside world; we were reading our favorite books, coloring with crayons and painting with our hands, and looking at flash cards; learning the alphabet, and numbers. Aside from caring for the little one; I did light-housekeeping, child's laundry, and dishes.

Cared for a newborn until she was 21 months old, occasionally her 6 year old sister. I implemented a sleep schedule, daily routine and meal prepping as both parents had demanding jobs. Until the youngest was enough for outings our days consisted of reading books, flashcard, playing indoors and out, arts and crafts and taking daily walks around the neighborhood. After she turned one we had our daily outings including swimming classed, playground, museums, children's gym and the library. While caring for the children I also kept the house clean, laundry and dishes.