Heather O'kelly
Abilene,Tx
Summary
Dynamic customer service professional with extensive experience at HCSC, Blue Cross Blue Shield of Texas. Proven ability to resolve complex issues while maintaining professionalism under pressure. Skilled in data entry and fostering collaborative environments, consistently achieving high customer satisfaction and first-call resolution metrics. Committed to enhancing client relationships and delivering exceptional service.
Overview
19
19
years of professional experience
1
1
Certification
Work History
CUSTOMER ADVOCATE II
HCSC, Blue Cross Blue Shield of Texas
11.2014 - 06.2025
- Assisted customers with inquiries, providing accurate information and solutions.
- Handled customer complaints, ensuring resolution and satisfaction through effective communication.
- Maintained detailed records of customer interactions for future reference and analysis.
- Supported team members in daily operations, fostering a collaborative environment.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
Sr Account Executive
Teleperformance USA
11.2011 - 11.2014
- Managed complex customer accounts, ensuring accurate information and timely follow-ups.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Daycare Childcare Provider
Minda CDC
08.2009 - 05.2011
- worked mostly with 3's
- Developed engaging lesson plans tailored to children's developmental needs and interests.
- Fostered a safe and nurturing environment, ensuring children's well-being and security.
- Implemented daily routines that promoted social skills, emotional growth, and cognitive development.
- Supported parents in understanding their child's developmental milestones through regular communication and progress updates.
- Enhanced children's cognitive and social development by implementing age-appropriate activities.
Child and Youth Worker
Alliance for Women and Children
08.2009 - 03.2010
- Facilitated group activities to enhance social skills and promote teamwork among participants.
- Enhanced youth development by implementing engaging and age-appropriate programs.
- Organized group activities to promote social skills development among youth participants in a fun yet structured environment.
- Participated in ongoing professional development opportunities to stay current with trends, theories, and best practices within the field of child and youth work.
Daycare Teacher
Trent ISD
08.2006 - 05.2009
- Designed and implemented engaging lesson plans to promote early childhood development.
- Fostered a safe and nurturing environment, ensuring child well-being and security.
- Collaborated with parents to discuss children's progress and address concerns effectively.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Provided a safe and nurturing environment for children, regularly monitoring indoor and outdoor spaces for potential hazards.
- Actively encouraged children to develop their communication, problem-solving and social skills.
- Assisted in preparation of meals and snacks to provide children with proper nutrition.
Education
High School Diploma -
Trent ISD
Trent, TX05-2006
Skills
- Customer services via email, in person or over web
- Data entry
- Customer research
- Service-oriented mindset
- Inbound call management
- Documentation coordination
Certification
CPR certification
Licensed foster parent
Timeline
CUSTOMER ADVOCATE II
HCSC, Blue Cross Blue Shield of Texas
11.2014 - 06.2025
Sr Account Executive
Teleperformance USA
11.2011 - 11.2014
Daycare Childcare Provider
Minda CDC
08.2009 - 05.2011
Child and Youth Worker
Alliance for Women and Children
08.2009 - 03.2010
Daycare Teacher
Trent ISD
08.2006 - 05.2009
High School Diploma -
Trent ISD
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