Heather Schmidt
Lincoln,NE
Summary
Proven leader in strategic planning and operations management, with a track record of fostering employee development and driving performance improvement at UNICO Group. Skilled in project coordination and budget management, I excel in creating environments that enhance team collaboration and customer satisfaction. Achieved a significant increase in employee engagement through effective people management and decision-making.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Director of Employee Benefits Operations
UNICO Group
02.2018 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed budgets effectively to ensure optimal use of operational resources to increase profitability.
- Monitored and coordinated workflows to optimize resources, efficiency, and accuracy.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
Account Manager
UNICO Group
10.2016 - 02.2018
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Developed customized account plans for clients to help them achieve their business goals.
Account Administrator
UNICO Group
08.2015 - 10.2016
- Streamlined account management processes by implementing efficient organizational systems.
- Provided ongoing support to multiple Account Managers in developing proposals, quotes, and presentations for prospective and current clients.
- Identified areas for improvement and implemented process changes, resulting in increased efficiency within the department.
- Maintained accurate records and documentation, ensuring compliance with relevant regulations and policies.
- Managed and responded to correspondence and inquiries from customers and vendors.
New Business Contact Center Representative
Assurity Life Insurance
04.2013 - 10.2013
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Obtained Nebraska Life & Health license in order to assist with Individual Disability policy sales.
Call Center Supervisor
Dell Services
09.2007 - 04.2013
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Developed and implemented customer service policies and procedures.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Supervised [Number] [Job Title]s in providing excellent customer service to callers requiring assistance for [Type] and [Type] issues.
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
Training Coordinator
Dell Services
01.2005 - 09.2006
- Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
- Provided ongoing coaching and mentoring support for employees seeking professional growth and development.
- Developed engaging instructional materials, including presentations, handouts, and interactive activities.
- Evaluated the effectiveness of training initiatives, making adjustments as needed to optimize results.
- Compiled training handbook and related course materials.
- Streamlined onboarding processes for new hires, resulting in reduced time to full productivity.
Lead Customer Service Representative
Dell Services
10.2003 - 01.2005
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Successfully managed multiple priority tasks while maintaining excellent attention to detail under tight deadlines.
- Maintained high-quality standards by regularly monitoring calls and providing constructive feedback to team members.
- Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
Cosmetologist
Regis Hair Salon
01.2002 - 09.2003
- Maintained a clean and hygienic work environment by following strict sanitation guidelines and procedures.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Demonstrated high level of customer service to increase retention and satisfaction.
- Processed payments, entering sales in register for prompt customer service.
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Stayed current with industry trends and techniques by attending workshops, trade shows, and continuing education courses.
Education
Bachelor of Science - Psychology
Southern New Hampshire University
Hooksett, NH09.2017
Bachelor of Science - Healthcare Administration & Management
Colorado State University - Pueblo
Pueblo, CO07.2014
Associate of Arts - Business Administration And Management
Ashford University
San Diego, CA10.2012
Associate of Arts - Cosmetology
EQ School of Hair Design
Council Bluffs01.2002
High School Diploma -
Shenandoah High School
Shenandoah, IA05.2000
Skills
- Strategic Planning
- Verbal and written communication
- Staff Development
- Decision-Making
- Process analysis, development and enforcement
- Budget Development & Management
- Cost analysis and savings
- Project Management
Certification
- Nebraska Life & Health License (2013)
Affiliations
- National Association of Benefits Insurance Professionals
Timeline
Director of Employee Benefits Operations
UNICO Group
02.2018 - Current
Account Manager
UNICO Group
10.2016 - 02.2018
Account Administrator
UNICO Group
08.2015 - 10.2016
New Business Contact Center Representative
Assurity Life Insurance
04.2013 - 10.2013
Call Center Supervisor
Dell Services
09.2007 - 04.2013
Training Coordinator
Dell Services
01.2005 - 09.2006
Lead Customer Service Representative
Dell Services
10.2003 - 01.2005
Cosmetologist
Regis Hair Salon
01.2002 - 09.2003
Bachelor of Science - Psychology
Southern New Hampshire University
Bachelor of Science - Healthcare Administration & Management
Colorado State University - Pueblo
Associate of Arts - Business Administration And Management
Ashford University
Associate of Arts - Cosmetology
EQ School of Hair Design
High School Diploma -
Shenandoah High School
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