Summary
Overview
Work History
Education
Skills
Timeline
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Judy Hughes

Salt Lake City,UT

Summary

I previously had 28 years in the food and beverage industry when in 2003 I decided to get out of that line of work and join the corporate industry by going back to school and learning basic computer and assistant office management skills. That led me to a few office management positions over a few years, that in turn led me to HealthEquity a place I have called The best place in my career to have ever worked.

Overview

10
10
years of professional experience

Work History

Broker Service Manager 1

HealthEquity
Draper, UT
07.2017 - Current
  • Met with customers to discuss service needs and offer available solutions.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Trained 5-10 less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
  • Followed up with customers during and after installations to verify satisfaction.
  • Developed written emails and obtained customer consent to satisfaction.
  • Updated existing customers on new products, updated services and changes in accounts to maintain good rapport and increase broker satisfaction. Worked with brokers to educate and inform them on [Product/ service], effectively and closely working on plan setups and escalade cases.

Client Services Representative

HealthEquity
Draper, UT
10.2015 - 06.2017
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended products to customers, thoroughly explaining details.
  • Responded proactively and positively to rapid change.

Member Service Specialist

HealthEquity
Draper, UT
05.2013 - 09.2015
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Recommended specific products and services in alignment with individual needs, requirements and specifications.
  • Assisted members with correcting account, service and system issues by educating on required forms and technical processes.

RA Claims Processor

HealthEquity
Draper, UT
12.2011 - 04.2013
  • Evaluated accuracy and quality of data entered into agency management system.
  • Followed up with customers on unresolved issues.
  • Collaborated with claims department and industry anti-fraud organizations to resolve claims.
  • Established positive and trusting relationships with injured clients, administering efficient customer service and processing claims quickly.

Education

Secretarial Studies And Office Administration

Salt Lake Community College
Salt Lake City, UT
04.2005

Skills

  • Job Prioritizing
  • Decision Making
  • Performance Evaluations
  • Schedule Preparation
  • Report Preparation
  • Team Collaboration
  • Corrective Action Implementation
  • Personnel Management
  • Specifications Interpretation
  • Vendor Relations
  • Worker Training
  • Personnel Skill Assessments
  • Policy and Procedure Writing

Timeline

Broker Service Manager 1

HealthEquity
07.2017 - Current

Client Services Representative

HealthEquity
10.2015 - 06.2017

Member Service Specialist

HealthEquity
05.2013 - 09.2015

RA Claims Processor

HealthEquity
12.2011 - 04.2013

Secretarial Studies And Office Administration

Salt Lake Community College

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Judy Hughes