HEATHER VANDERHOFF
Operations Manager
Elmira,US
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Operations Team Leader
Travelers Insurance Company
Elmira, NY
11.2014 - 11.2018
- Increased overall efficiency and productivity of team by providing real time feedback on jobs, schedules and daily assignments.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Maintained 0% negative attrition due to performance.
- Contributed to interviewing process and made new hire recommendations.
- Mentored 6 team members into internal promotion positions
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Led team through 90-day realignment, encouraging a positive focus on the business while supporting and facilitating the training of peers within BI Operations and vendor partners. The successful transition led to the reduction of 29 FTEs.
CAT - Claims Site Leader
Travelers Insurance Company
04.2013 - 11.2018
- Trained new team members on site policies and procedures.
- Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.
- Engaged high-performing and empathetic agents from all functional teams across the site to balance business needs.
- Onboarded 15 agents each quarter, facilitated training and expectations and continued to mentor.
- Ensured site support was prepared and ready to respond as the need arose.
- Facilitated post-call-to-action debriefing meetings
Customer Service Manager
Wayfair
Boston, MA
11.2018 - 10.2022
- Supervised employees and assessed performances to determine training needs and define accurate plans to successfully decrease average handle times by 20%.
- Supported the performance improvement of a team by 45% through regular mentoring on performance-oriented strategies and customer service techniques.
- Oversaw a 35% increase in customer satisfaction reporting through real time feedback on performance and addressing training gaps identified through customer feedback.
- Mentored 4 team members into internal promotion positions
- Produced detailed reports outlining performance against benchmarks.
- Followed through with customer escalations to resolve concerns and retain customer loyalty.
Senior Policy Service Specialist
Travelers Insurance Company
Elmira, MI
06.2008 - 11.2014
- Maintained knowledge of policies and procedures to support members of the team with questions/performance and provided production support in times of high volume.
- Participated in the preparation and delivery of new hire endorsement training.
- Developed long-term relationships with partners throughout the network and customers.
- Supplied feedback and suggestions regarding process improvements and services to balance company objectives and customer experiences
Education
Associate of Applied Science - Business Management
Corning Community College
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Skills
Adherence to high customer service standards
undefinedTimeline
Customer Service Manager
Wayfair
11.2018 - 10.2022
Operations Team Leader
Travelers Insurance Company
11.2014 - 11.2018
CAT - Claims Site Leader
Travelers Insurance Company
04.2013 - 11.2018
Senior Policy Service Specialist
Travelers Insurance Company
06.2008 - 11.2014
Associate of Applied Science - Business Management
Corning Community College
Similar Profiles
NATALIE REDMAN-GABRIELNATALIE REDMAN-GABRIEL
Underwriter at Travelers Insurance CompanyUnderwriter at Travelers Insurance Company
Jennifer YerringtonJennifer Yerrington
Auto Liability and Bodily Injury Claims Representative at Travelers Insurance CompanyAuto Liability and Bodily Injury Claims Representative at Travelers Insurance Company
RAESHONDA F. FRIERSONRAESHONDA F. FRIERSON
ACCOUNT EXECUTIVE DIRECTOR at Travelers Insurance CompanyACCOUNT EXECUTIVE DIRECTOR at Travelers Insurance Company
NATE KEDDINGTONNATE KEDDINGTON
Sales Executive at Travelers Insurance CompanySales Executive at Travelers Insurance Company
Amelia NeberAmelia Neber
Cashier, Customer Sevice, Redemption Games at Tiki Action ParkCashier, Customer Sevice, Redemption Games at Tiki Action Park