Heather Prochnow

• Resourceful branch Administrator with 3+ years of experience streamlining and enhancing customer satisfaction in a fast paced environment. Proven ability to manage complex administrative task, optimize workflow, and ensure regulatory compliance, leading to increased branch efficiency and improved team performance.

Directed package delivery operations by optimizing driver management and route planning. Reviewed case details and issued invoices to maintain financial accuracy. Oversaw systematic unpacking of incoming cases and enforced sanitization protocols to comply with safety regulations. Enhanced case resolution times through the implementation of organized case-tracking systems. Analyzed traffic patterns and logistics to streamline routes for improved efficiency. Coordinated resources and tasks to ensure all deadlines were met without delays. Facilitated onboarding workshops to train new hires on operational procedures and workflows. Managed incoming calls and resolved customer inquiries with professionalism and efficiency.

• Facilitated improved client well-being by providing comprehensive in-home care services. Enhanced mobility through effective use of hoyer lifts and wheelchairs. Supported clients in personal hygiene, medication management, and daily activities, contributing to their overall comfort and dignity.

Oversaw daily operations involving 70–100 inbound and outbound calls, focusing on customer needs and delivering effective solutions. Cultivated sustainable relationships with team members and clients, enhancing collaboration and service quality. Analyzed data consistently to address customer inquiries in a timely and professional manner.

Achieved accurate claim processing by rectifying errors through detailed review and documentation. Resolved claim denials by researching medical benefits documentation and processing relevant correspondence.