Heather Vanderhoff

• Increased overall efficiency and productivity of the team by providing real-time feedback on jobs, schedules, and daily assignments.
• Managed a high workload with a consistent record of achieving deadlines and production targets.
• Led 14+ customer service representatives while supporting four different functions within the company.
• Maintained 0% negative attrition due to performance. Addressed day-to-day issues related to Vendor contracts and worked with internal partners to resolve the problems promptly.
• Contributed to interviewing process and made new hire recommendations.
• Mentored 6 team members into internal promotion positions.
• Assisted cross functional partners and insureds with questions and problems to cultivate lasting business relationships.

• 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 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 need arose.
• Facilitated post-call-to-action debriefing meetings

• Maintained knowledge of policies and procedures to support members of team with questions/performance and provided production support in times of high volume.
• Supported 3 teams as point of contact for customer escalations. Participated in preparation and delivery of new hire endorsement training for 15 classes, consisting of 12-18 new hires per class.
• Developed long-term relationships with partners throughout network and customers.
• Supplied feedback and suggestions regarding process improvements and services to balance company objectives and customer experiences

• Maintained knowledge of policies and procedures to support team members with questions/performance and provided production support in times of high volume.

• Supported three teams as the point of contact for customer escalations.

• Participated in preparation and delivery of new hire endorsement training for 15 classes, consisting of 12-18 new hires per class.

• Developed long-term relationships with partners throughout the network and with customers.

• Supplied feedback and suggestions regarding process improvements and services to balance company objectives and customer experiences.

• Used policy expertise, customer service skills, and analytical nature to train teams to resolve customer concerns and promote loyalty.
• Directed training and retraining of employees to boost performance and enhance business results.
• Effectively supervised a staff of 15+ personnel by implementing company policies, protocols, work rules and disciplinary action
• Reduced team absenteeism by 40%, which contributed to increased customer satisfaction.
• Increased employee satisfaction scores by 45%.
• At the request of Senior Management, transitioned to a new remote site to support site engagement with the management team.
• Led a new remote team in M.O.M. improvement in network performance. Increased ranking from 76% to 35% overall in the first quarter.
• Investigated and resolved escalated customer inquiries and complaints in an empathetic manner.
• Onboarded and backed up other customer service managers.
• Partnered with human resource partners regarding performance, attendance, and behavioral issues within the team.
• Reviewed and addressed CSAT responses immediately to ensure customer satisfaction goals were consistently met.