Heather Plourde Email & Phone Number

Portland, Me, Us

Portland, Me, Us

York County, Maine, United States

South Portland, Maine

Aquisition of Citra's Care Services department to Carenet. Providing ongoing Customer Service Support and account configurations for Carenet's current and onboarding clients. I work directly with clients to uncover their needs and offer account updates and solutions to help meet those needs of their patients and/or members. I am responsible for my own portfolio of clients when I develop and maintain a relationship. For larger clients I have regularly scheduled check in meetings to review current account details or rules for accuracy and ensure the services are meeting their expectations. I work as a liaison between the clients and other departments within the company when the needs arise.

South Portland, Maine

Providing ongoing Customer Service Support and account configurations for Citra's current and onboarding clients. I work directly with clients to uncover their needs and offer account updates and solutions to help meet those needs of their patients and/or members. I am responsible for my own portfolio of clients when I develop and maintain a relationship. For larger clients I have regularly scheduled check in meetings to review current account details or rules for accuracy and ensure the services are meeting their expectations. I work as a liaison between the clients and other departments within the company when the needs arise.

South Portland, Maine

I supervised anywhere from 5 to 57 direct reports depending how many Outbound Campaigns and calls we had to manage. Duties included (not limited to) Manually creating and maintaining agent schedules, quality reviews of calls, Monitoring and reporting on call volumes and metrics, Training new employees and cross training existing ones on additional call campaigns, Updating and reviewing time cards for accuracy, Completing monthly one on ones with permanent staff, hosted regular campaign specific meetings with all staff, coached and assisted with struggling agents, monitored agent performance, assisted the client services team with occasional projects, helped support and train our quality department after a restructuring, Load call queues for satisfaction surveys and monitor staffing levels to ensure we would meet or exceed our calling expectations and deadlines.

South Portland, Maine

Working on multiple campaigns as well as a JIVA (data entry) trainer. I also coach others on current campaigns that I am a part of.

Springvale, Me

My job requires me to report directly to the branch manager and be responsibile for acquiring, developing and maintining new and current consumer as well as small business clients. I support the branch manager by providing sales solutions to our clients and expanding their relationship with Key. I work closely with our other lines of buiness partners to provide Investment, Small Business, Payroll or Mortgage services. My Customer Service skills are strong and I work really well in a team setting or alone.

Springvale, Me

The Client Service Manager Position was eliminated and the Lead Teller was brought back so I transitioned into that role at a branch closer to home. I am currently in charge of operations on the branch level and assist both the teller line and platform as needed.

Manage the Tellers and resolve client service issues while maintaining a high Client Satisfaction for the Biddeford, ME branch.

Southern Maine

The position I was in previous was eliminated. Because I was an asset to the bank they decided to create another float position so that I wasn't let go and could have the opportunity to be placed elsewhere when a qualifying position opened up.

I concentrated on growing the branches business by opening new accounts and cross selling products to current and prospecting clients.

Biddeford, Me

My official title with KeyBank currently is Lead Teller but I have the same job duties as a Personal Banker. I help on the teller line as needed but for the most part I am on the platform side doing our branch operations, customer account maintenance, profile reviews and new account opening.

Biddeford, Me

Assisting clients with their everyday banking needs on the teller line while referring products to meet their financial needs.

Was in charge of Opening and closing the store, sending and receiving shipments, training new hires how to work the computers and registers, stocking shelves, completing inventory daily, customer service, ect.

Secondary Education In Mathmatics

Diploma, Involved In The Math Group And Gsa

Activities and Societies: Math Club