Heather Dougan Email & Phone Number

Cleveland, Ohio, United States

Enterprise Customer Support. Rated as a "Role Model Employee" per evaluation in regard to Company Values.Tier 2 troubleshooting using tools like New Relic and SQL to diagnose customer issues. Use Jira to communicate findings with engineers.Extensive use of Salesforce ticketing system and proficiency in email communication.Excellent problem-solving skills and ability to thrive in a fast-paced environment.Strong interpersonal and communication skills, with a customer-centric approach.Knowledge of onboarding software.Ability to collaborate effectively with internal, cross-functional teams to achieve customer success.

Cleveland, Ohio, United States

Assist recruiters and other human resource professionals navigate our onboarding website to assist new hires via phone and email contact. Train new coworkers on our software and continue to mentor them through their tenure in the department. Selected as a Subject Matter Expert. Created documentation of processes for both internal an external audiences.

Cleveland, Ohio, United States

Able was a SaaS company providing onboarding software. We worked with recruiting firms and employment agencies, primarily in the healthcare industry. In January of 2022, Able was purchased by BullHorn and I accepted a position as part of the acquisition. During my time at Able, I handled the highest volume of incoming customer tickets.

Cleveland/Akron, Ohio Area

Assist insurance brokers, HR managers and their employees with navigation of our website. Employ patience and empathy to help clients understand how to document their medical history and other information necessary to complete insurance enrollment forms. Work with Development and Quality Assurance departments to ensure the best client experince when using the website. Work with multiple VIP clients to guarantee timely response to their inquiries.

Work with engineers to provide quotes, pricing, lead time and delivery dates via phone and e-mail. Track orders and research status. Provide basic technical information to customers. Ensure complete customer satisfaction even after the order is received. Work to exceed sales goals through timely follow-up. Manage orders from entry through shipping. Provide training to current and new employees. Assist with new employee interviews. Maintain interdepartmental forms repository and database. Assist IT department with company-wide directories.

Cleveland, Ohio, United States

Scheduling of Contact Center Agents, Management of Contact Center Agents, Administrative Duties, Assist in Training, Review and Approve Customer Payments, Settle Claims, Handle Escalated Calls

Cleveland, Ohio

Provide application advice and problem solving suggestions to home owners, contractors and store associates. Document each call in CRM system. Settle customer claims. Work as liaison between Marketing and Product Support.

Develop Technical Training Materials, Conduct Train The Trainer sessions, Liaison Between Sites, Attend Classes To Audit Materials and Trainers

Cleveland/Akron, Ohio Area

Train and supervise call center representatives. Analyze quality and service goals of direct reports. Handle escalated calls. Work with Department Of Insurance to ensure conformance.

Cleveland/Akron, Ohio Area

Answer incoming customer calls. Perform underwriting endorsements to auto policies. Provide billing explanation to customers.