Heidi Haney
Rustburg,VA
Summary
Proven leader adept in long term care terminology, developmental training and facilitation, operations management, and fostering a culture of continuous improvement for outstanding customer satisfaction.
Overview
12
12
years of professional experience
Work History
LTC CUSTOMER SERVICE TRANSACTION MANAGER
Genworth Financial
11.2021 - Current
- Oversee team of 20 Transaction Representatives providing coaching on performance, development in skillsets for more complex transactions and encouragement to reach for stretch opportunities.
- Championed process improvements that led to increased accuracy and timeliness when reviewing documentation.
- Daily review of our work in progress (WIP) to prioritize team's tasks and projects to exceed servicing levels within timeliness and accuracy.
- Used MS Office to create shared documents, planners and forms to create best avenue for communication upon task, audience and effort required to be productive.
LTC CUSTOMER SERVICE MANAGER
Genworth Financial
08.2019 - 11.2021
- Managed and motivated employees to be productive and engaged in work.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Interviewed, hired and implemented mentoring for new hires to promote positive environment.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
LTC CUSTOMER SERVICE & CLAIMS TRAINER
Genworth Financial
04.2015 - 08.2019
- Facilitated over 15 new hire CS or Claims new hire employees/contractors, on LTC products, transactions, rate increases, claims payments, SCR tasks and all LTC systems.
- Collaborated with management to identify training needs and develop appropriate solutions, resulting in improved employee competency.
- Collaborated with subject matter experts and customers in course design, curriculum development and material creation.
- Designed power points, job aids, workbooks, class agendas, videos and tollgates for continuous improvement for new hire classes.
LTC NEW BUSINESS COORDINATOR
Genworth Financial
08.2014 - 04.2015
- Managed phone team to meet daily servicing levels and abandon rates.
- Improved team productivity with regular communication and progress updates, fostering collaborative work environment.
- Worked closely with Team Leader, Call Quality and Problem Resolution to brainstorm on process improvements and developmental needs for representatives.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
LTC CUSTOMER SERVICE REPRESENTATIVE
Genworth Financial
10.2012 - 08.2014
- Managed customer inquiries and suggestions courteously and professionally.
- Daily averaged 70 calls promptly to avoid on-hold wait times.
- Handled escalations efficiently, finding satisfactory resolutions for both customers and company alike.
- Managed variety of customer service and rate action calls involving processing tasks quickly and efficiently for resolution.
Education
High School Diploma -
Brookville High School
Lynchburg, VA06.2001
Skills
- Time Management
- Cross-Functional Teamwork
- Performance Management
- Training and Development
- MS Office
- Claims Processing
Timeline
LTC CUSTOMER SERVICE TRANSACTION MANAGER
Genworth Financial
11.2021 - Current
LTC CUSTOMER SERVICE MANAGER
Genworth Financial
08.2019 - 11.2021
LTC CUSTOMER SERVICE & CLAIMS TRAINER
Genworth Financial
04.2015 - 08.2019
LTC NEW BUSINESS COORDINATOR
Genworth Financial
08.2014 - 04.2015
LTC CUSTOMER SERVICE REPRESENTATIVE
Genworth Financial
10.2012 - 08.2014
High School Diploma -
Brookville High School
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