Heidi Fowler

• Conducted performance reviews of call center staff and documented results.
• Facilitated individual coaching sessions with CSRs to realign productivity goals.
• Prepared reports on team performance, customer feedback, and operational metrics for senior management.
• Led team meetings to update on goals, share best practices, and discuss improvements.
• Facilitated communication between team members to foster a positive work environment.
• Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
• Oversaw daily operations of call center team, ensuring adherence to performance standards.
• Administered and provided feedback for the Pilot Flexible Break Program initiative.
• Effectively manage a team of hybrid, dual-trained CSRs.
• Helped develop ideas and participated in the Q3 Pilot Initiative.
• Assisted Management with the Monthly Matters Meeting.
• Provided data entry skills with Law Enforcement Escalations Spreadsheet.
• Facilitated Orientation for all new pilot WFH agents, Equipment check-out procedures, and Initial Teams Orientation.

• Collaborate with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.

• Stay abreast of all federal regulations to ensure compliance of organization's processes. .

• Respond to the concerns and questions of the Medicare Beneficiaries.

• Create and maintain accurate records of the interactions with the Medicare Beneficiaries.

• Keep up-to-date on all policies and standard operating procedures.

• Assisted new hire agents by answering questions and assisting through challenging calls.

• Managed a team of dual trained CSRs
• Encouraged and motivated a team of Dual CSRs by providing positive communication and feedback
• Kept up-to-date on all policies and standard operating procedures
• Create and maintain files on each agent as they relate to attendance, compliance, and quality reviews
• Monitored performance and provided education through meetings and corrective actions if necessary
• Assisted with complex calls such as Senior Supervisor and Crisis calls
• Tech savvy with knowledge of relevant computer programs and telephone equipment.

• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Collaborate with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
• Build client relationships and expand business networks
• Direct implementation of strategic business plans to achieve goals and objectives
• Prepare and reconcile company bids, invoices, sales, returns and financial transaction reports and bank deposits
• Stay abreast of all federal regulations to ensure compliance of organization's processes
• Keep up-to-date on all regulatory changes affecting business operations.

• Closely monitored and recorded student progress to create detailed learning plans for struggling students
• Helped students build learning and study skills to achieve life-long educational goals
• Tutored children individually and in small groups to help with difficult subjects
• Maintained quiet, safe classroom to enable students to learn in conducive environment
• Applied proactive behavior management techniques to facilitate classroom discipline
• Led students through safety procedures, including active shooter and fire drills
• Participated in educational workshops to learn new techniques to bolster student participation in class.

• Prepared meals, specialty items and custom orders to meet guest requests
• Maximized customer satisfaction by quickly addressing and resolving complaints with food or service
• Maintained order and cleanliness of work areas to conform with health codes
• Cross-trained in other kitchen positions to support team and meet customer needs
• Utilized approved food recipes and production standards to monitor quality, serving temperatures and standard portion control
• Processed all sales transactions accurately and promptly to prevent long customer wait times.

• Assisted the Case Management team in providing services to children and families in the foster care system
• Liaised between clients and community agencies to arrange assistance in addressing social determinants of health including housing and food assistance
• Identified appropriate community resources and provided referrals for services
• Met with clients to determine necessary services and make treatment recommendations
• Demonstrated self-reliance by meeting and exceeding workflow needs.