Heather Vanderhoff
Elmira,NY
Summary
Dynamic Customer Service Manager with over 15 years of experience in leading high-performing teams, driving operational excellence through effective coaching and performance improvement. Demonstrated ability to enhance team engagement while monitoring key metrics and resolving escalated issues. Led teams to achieve recognition, including two Stevie Awards in 2024, by implementing innovative programs that boost efficiency. Committed to leveraging new technologies to further elevate customer service outcomes.
Overview
17
17
years of professional experience
Work History
Customer Care Team Lead
FEV Tutor
Remote
06.2023 - 12.2024
- Led an award-winning customer care team, contributing to the achievement of two Stevie Awards in 2024.
- Streamlined operational processes to enhance efficiency and create opportunities for specialist training and development.
- Implemented an innovative electronic card program to recognize employee milestones, strengthening engagement and client relationships.
- Developed and executed targeted coaching plans, leading to skill improvement, enhanced motivation, and promotions to full-time roles.
- Monitored performance metrics, including quality, productivity, and attendance, while maintaining QA scores above 90%.
- Managed agent scheduling to balance business needs with personal requirements, addressing challenges like fluctuating demand and absences.
- Fostered collaboration and engagement through team-building activities, and increased verbal communication.
- Analyzed and summarized KPI data to produce weekly, monthly, and quarterly performance reports, delivering actionable insights to leadership.
Customer Service Call Center Manager
Wayfair
Boston, MA (Remote March 2020)
11.2018 - 10.2022
- Supervised, coached, and mentored a team of 18 agents, improving QA scores from 76% to 95% within one quarter.
- Provided actionable feedback based on QA metrics and customer survey responses, driving consistent performance improvement.
- Reduced absenteeism by 40% through proactive engagement strategies, resulting in increased customer satisfaction, and improved service levels.
- Investigated and resolved escalated customer issues, ensuring loyalty and satisfaction, including complex billing disputes and service concerns.
- Partnered with workforce management and training teams to deliver a 10% increase in first-call resolution rates.
- Mentored four team members, guiding them to promotions and expanded responsibilities.
Operations Team Leader
Travelers Insurance
Elmira, NY
11.2014 - 11.2018
- Led a team of 25 representatives, increasing productivity by 35% through task management improvements and optimized schedules.
- Maintained 0% negative attrition through regular coaching and fostering a supportive work culture.
- Streamlined vendor contract renewal processes, reducing approval times by 15%.
- Evaluated and hired top talent, achieving a 90% first-year retention rate among new recruits.
- Mentored six team members, enabling their promotion into leadership roles.
- Resolved customer inquiries and issues, cultivating strong relationships with cross-functional partners.
CAT Claims Site Leader
Travelers Insurance
Elmira, NY
04.2013 - 11.2018
- Developed comprehensive training programs, reducing call handling time by 10%, and improving first-call resolution by 5%.
- Implemented a workforce management system, reducing overtime costs by 15%, and optimizing staffing levels.
- Facilitated focus groups to gather customer feedback, increasing satisfaction scores by 8%.
- Onboarded an average of 15 new agents quarterly, ensuring successful integration and performance readiness.
- Coordinated with IT to minimize service disruptions, maintaining peak operational efficiency during high-volume periods.
Senior Policy Service Specialist
Travelers Insurance
Elmira, NY
06.2008 - 11.2014
- Resolved an average of 25 escalated cases weekly, with a 95% customer satisfaction rate.
- Led training for over 270 new hires, improving performance by 10% within their first three months.
- Suggested and implemented an online feedback system, increasing customer satisfaction by 5%.
- Managed over 100 customer requests daily, ensuring timely completion within service-level agreements.
Education
Associate of Applied Science - Business Management
Corning Community College
Corning, NYSkills
- Collaborative Performance Coaching
- Proficient SMART Goal Setting
- Performance Optimization
- Quality Assurance
- Effective Conflict Resolution
- Escalation Management
- Data-Driven KPI Analysis
- Quantitative Analysis Skills
- Performance Tracking
- Workforce Optimization
Timeline
Customer Care Team Lead
FEV Tutor
06.2023 - 12.2024
Customer Service Call Center Manager
Wayfair
11.2018 - 10.2022
Operations Team Leader
Travelers Insurance
11.2014 - 11.2018
CAT Claims Site Leader
Travelers Insurance
04.2013 - 11.2018
Senior Policy Service Specialist
Travelers Insurance
06.2008 - 11.2014
Associate of Applied Science - Business Management
Corning Community College
Similar Profiles
SIMIYON VSIMIYON V
Senior Manager - Global Customer Experience at Fev Tutor - Focus EdumaticsSenior Manager - Global Customer Experience at Fev Tutor - Focus Edumatics
Namburi ManikantaNamburi Manikanta
Head of Talent Acquisition at Fev Tutor/Focus EdumaticsHead of Talent Acquisition at Fev Tutor/Focus Edumatics
Casey WenzelCasey Wenzel
Partnership Director at Fev TutorPartnership Director at Fev Tutor