Hi, I’m
John R. Heck
Springboro,OH
Summary
Strategic account manager with a demonstrated capability to support the initiatives of large clients while simultaneously adhering to organizational standards. Leverages technical proficiency to provide guidance, resolve client issues, and implement business development initiatives. Cultivates cohesive client relations that evolve into additional opportunities for revenue generation and business development while also supporting sustainability efforts. Diligent, detail oriented and passionate professional actively seeking the opportunity to apply refined skill sets to drive innovation within a dynamic organization.
Overview
35
years of professional experience
Work History
RETIREMEDDAYTON, OHIO
CLIENT ADVISOR
06.2021 - Current
Job overview
- Member of the Client Engagement team
- Advocate and advisor for clients on Medicare
- Available year-round to answer client questions, navigate issues on behalf of clients, and provide reliable information and resources to help clients select their retirement health insurance plans
- Licensed insurance agent for multiple insurance companies
- Athem, Aetna, AARP (United Health Care), Humana Med Mutual of Ohio, Mutual of Omaha, SilverScripts and Ameritas
- Experienced in conducting face to face sales appointments during the Annual Enrollment Period (AEP) for Medicare retirement plans
- Experienced in assisting Medicare recipients in an advisory role to enable them to select a plan that best suits their needs.
REYNOLDS & REYNOLDSDAYTON, OHIO
06.1999 - Current
Job overview
PENSKE AUTOMOTIVE GROUP
MAJOR ACCOUNTS ADVOCATE
07.2005 - Current
Job overview
- Selected to join a specialized team that supports the company’s largest account, Penske Auto Group (PAG), the second largest publicly-traded automotive retailer in the U.S
- Leverages customer-centric orientation and ability to cultivate relationships to provide a cohesive scope of support
- Ensures the concise integration of software across 220 car dealerships to support the viability and sales objectives of PAG
- Direct and monitor the ongoing delivery of field service and customer support activities as an advocate for the company’s largest client
- Leverage cross functional partnerships to facilitate a holistic scope of service; delegate tasks to partner groups to ascertain and rectify client needs
- Interface with Product Management & Development, Marketing, Service and Sales Management to correct internal software and customer issues
- Provide services in a manner consistent with the strategic objectives of the organization while simultaneously ensuring high customer satisfaction
- Drive organizational sustainability and cost containment through process optimization; successfully cut costs associated with installing and training processes and reduce time required to complete key activities
- Develop customer relationships to solidify revenue streams and provide opportunities for future generation
- Proactively oversee customer operating system to ensure current revision and disaster recovery are fully operational.
SOFTWARE SUPPORT SPECIALIST
06.1999 - 07.2005
Job overview
- Acted as a frontline for clients and leveraged insight into the full functionality of products to remedy issues and empower end users to navigate software challenges
- Demonstrated value of training services through telephone consultations, resulting in consistent penetration of customer accounts
- Successfully resolved computer and business application issues through remote diagnostics, direction and effective problem-solving
- Provided extensive customer support by developing product help documentation and tools that enabled clients to rectify issues independently.
DAYTON POWER & LIGHTDAYTON, OHIO
01.1989 - 06.1999
Job overview
CONSUMER SERVICE ADVOCATE
03.1996 - 06.1999
Job overview
- Resolved customer issues brought to the Public Utilities Commission of Ohio (PUCO) concerning Dayton Power & Light (DP&L) by systematically evaluating the challenge and implementing efficient solutions
- Implemented and continually maintained a meticulous reporting system for all cases presented by the PUCO
- Drove overall satisfaction through effectively evaluating the compliant and presenting a sound conclusion to the PUCO and the customer
- Created and updated State of Ohio policy documentation concerning regulations and how they applied to Dayton Power & Light.
CUSTOMER ACCOUNT REPRESENTATIVE
01.1989 - 03.1996
Job overview
- Served as liaison between clients and technical representatives in pursuit of world-class service levels
- Aligned organizational standards and end user objectives to ensure overall goal attainment
- Served as company representative with SCOPE, an organization established to provide support to reduced income residents
- Successfully managed a volunteer program, Operation VIP, which provided home insulation to residents with below average income levels.
Education
Georgetown College
from History, Political Science
Continued
1987
University Overview
Skills
- Business Development
- Client Relationship Cultivation
- Software Integration
- Face to Face customer sales
- Application Resolution
- Report Generation
- Solution Implementation
- Disaster Recovery
- Strategic Account Management
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CLIENT ADVISOR
RETIREMED
06.2021 - Current
MAJOR ACCOUNTS ADVOCATE
PENSKE AUTOMOTIVE GROUP
07.2005 - Current
REYNOLDS & REYNOLDS
06.1999 - Current
SOFTWARE SUPPORT SPECIALIST
06.1999 - 07.2005
CONSUMER SERVICE ADVOCATE
03.1996 - 06.1999
DAYTON POWER & LIGHT
01.1989 - 06.1999
CUSTOMER ACCOUNT REPRESENTATIVE
01.1989 - 03.1996
Georgetown College
from History, Political Science
Continued