Heidi Guinn

• Gathered and organized materials to support operations.
• Entered data, generated reports, and produced tracking documents.
• Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
• Developed job-specific competencies and performance standards.
• Used Paylocity and PowerPoint to design training for Tessitura users to increase company retention and productivity rates.
• Created and oversaw Tessitura and Momentus Elite training programs for Customer Service and all other users organization wide. .
• Designed and delivered web-based, self-directed learning materials.

Assisted Members calling in regarding benefit information, assigning Primary Care Physicians, and Medicare Advantage inquires. Worked on multiple projects to assist the team at a fast pace, high call volume environment. Maintained high scores in quality and prioritized taking special care to communicate clearly with the elderly, and persons with disabilities in a compassionate way. Worked with multiple systems to manage accounts, research questions, schedule meetings and track information including: Office Teams, Outlook, Word, Excel, and many others

• Facilitated and assisted in Training for teams within Tesla Energy Customer Support
• Included familiarizing agents with tools and platforms that assist to manage all residential Solar accounts after fully commissioning their system
• Covered a basic understanding of a variety of contract types, how to process maintenance requests and product, app, and customer account troubleshooting
• Developed content for training on a variety of issues related to Solar Energy Billing and provided education and clarity regarding all account concerns after Solar system commissioning

• Assisted customers and team members with a variety of issues related to Solar Energy Billing and contract procedure questions
• Provided education and clarity regarding all account concerns after system commissioning
• Was trained on phones, Live Chat and eventually moved to the Email team known for assisting with escalations and handling special projects
• Was invited to assist on some training classes and participate in floor walking as a senior agent ready and willing to assist with answering questions and empowering new agents in an approachable and knowledgeable way
• Was given public recognition by Performance Coach Sarah Clagett, 'While onboarding contingent workers, I asked for volunteers to facilitate lessons for new hires
• Heidi was one of the volunteers and she exuded confidence, expertise in the lessons she covered each time
• She was extremely comfortable and effective in the classroom with new agents.'
• Was also given public recognition by Team Lead Ashlie Laymen, 'Heidi has been extremely helpful over the last few weeks and her attitude has been very optimistic
• We have had E-Team members out and she has been more than willing to assist with additional job responsibilities
• Very nice having people to lean on during these times and want her to know that she is very appreciated.'

• Assisted customers through a variety of ways including the phone, Live Chat, and email contact
• Researched, calmed, and rapidly resolved client conflicts to prevent loss of key accounts
• Consistently multi-tasking and self-organizing
• Experienced many changes that required team unity, quick problem-solving skills, and adaptability
• Pushed forward despite challenges, contributing to the success of the department all with a positive attitude
• Became a mentor and worked with the Training team during and after initial training classes to ensure individual success for every new hire