Heather Grimm Email & Phone Number

Salem, Oregon, United States

Provide leadership for front-line call center staff that help to deliver Unemployment Insurance Benefits to Oregonians.

Salem, Oregon, United States

Determine customer eligibility and process issues according to Oregon statutes and administrative rules.

Salem, Oregon, United States

Evaluated incoming claims and processed them with100%accuracy, analyzed, researched and creatively problemsolved to determine claimant eligibility, worked independentlyto effectively contribute to high functioning, dynamic andcollaborative team, addressed inquiries from a diversepopulation of customers, responded to grievances, attendedhearings, used electronic records management systems forinformational, recordkeeping and legal purposes.

Wilsonville, Oregon, United States

Build, develop and monitor work process and trainingstandards, manage a group of people in a call center settingas a lead subject matter expert, plan and enforce phone shiftschedules, monitor workloads and assign work to optimizeteam expertise to ensure priority deadlines are met, respond togrievances, mediate and diffuse conflicts as a third party,create an atmosphere of cooperation and productivitythrough motivation by building trust and confidence.ACHIEVEMENT HIGHLIGHTOnboarding New Hires. Ten recruits developed intoindependent, efficient claims processors in regularunemployment insurance and at least four other specialprograms in under 6 months. To accomplish this I attended theseven week general new-hire training with the recruits,mentored and encouraged individuals as they developed skillsand confidence, collaboratively developed training curriculaand schedules with lead team, conducted trainings,performed work quality reviews, engaged in positive feedbackand corrective feedback sessions.

Wilsonville, Oregon, United States

Evaluated incoming claims and processed them with100%accuracy, analyzed, researched and creatively problemsolved to determine claimant eligibility, worked independentlyto effectively contribute to high functioning, dynamic andcollaborative team, addressed inquiries from a diversepopulation of customers, responded to grievances, attendedhearings, used electronic records management systems forinformational, recordkeeping and legal purposes.ACHIEVEMENT HIGHLIGHTPandemic Recovery. Developed into a top producing WorkShare Program claims processor within four months ofonboarding. Learned program rules and processes on the jobwith little oversight or mentorship in high-pressure andunstructured environment. Explored and mastered system andprocess nuances and adapted consistently to new, moreefficient system tools and processes, most notably the auto-keytool increased my production numbers 10-fold overnight!

Sunset Deq Clean Air Station

Perform OBD or Basic (tail pipe) test to ensure vehicle emission levels are within standard limits prior to registration or renewal.

Portland, Oregon Area

Generated business via open house appointments, coldcalling and door knocking, guided clients through the processof buying or selling their home, drafted, processed andrecorded real estate purchase contracts with 100% accuracy,firmly negotiated terms of purchase contracts to advocate forclients and establish terms to their advantage, creativelyproblem solved during home search, offer to purchase andrepair negotiations to mediate and diffuse possible conflicts.ACHIEVEMENT HIGHLIGHTPersonal Growth. Became a confident and productivemarketer. Learned to overcome introverted nature and tapinto courage to knock door, to door asking homeowners forbusiness. Within three months, I was knocking on more than 100doors a week.

Engaged customers to promote welcome feeling, offered suggestions and samples to promote key product sales, responded to customer questions or dissatisfaction in a friendly, professional manner, maintained appropriate inventories of products available for sale, properly priced, dated and rotated products available for sale, determined appropriate pricing for discount products available for sale.

● Interfaced with manufacturing and engineering departments to support superior design solutions● Utilized standard scientific methods to conduct testing● Interpreted and applied regulatory test standards to testing and reporting activities● Achieved and maintained quality test standards according to protocol● Data entry and analysis● Reported testing and analytical findings in various formats● Properly protected proprietary information● Maintained shared and controlled documents on company server● Operated shop/laboratory equipment including forklift● Served as safety committee chair● Managed lift truck safety training program● Maintained material safety data sheet (MSDS) database

Klamath Falls, Or

● Engaged customers to promote welcome feeling● Took meal and drink orders● Served meal and drink orders● Responded to customer questions or dissatisfaction in a friendly, professional manner● Operated and balanced till

Enterprise, Or

● Employed advanced wild-land fire suppression techniques● Patrolled forest● Maintained firefighting rigs, engines and hand tools● Performed general forest management tasks as needed

Klamath Falls, Or

● Operated forklift ● Operated window frame nailing machine● Operated paint priming equipment● Floated to assist in manufacture of various wood window and door components● Graded finished product to ensure customers received high quality products● Properly tallied and recorded quantities of products packaged and staged for shipping● Maintained safe work environment