Heather Sander Email & Phone Number

Florida, United States

In depth knowledge and history working in outsourcing, information technology, and services industry. Skilled in Customer Relationship Management (CRM), Health & Welfare Benefits Administration, HR services, Customer Service, Project Management, Benefits Administration, Communications, and Client Delivery.

Orlando, Florida, United States

Orlando, Florida Area

Manager of Project Managers and programs within Smart-Choice Accounts at Alight Solutions.

Orlando, Florida Area

Experienced Account Manager with a demonstrated history of working in the benefits outsourcing industry. Skilled in People Management, Contact Centers, Employee Training, Leadership, and Business Process Outsourcing (BPO). Strong human resources professional graduated from Valencia College.

• Accountable for managing operational performance for several key large market clients within our Reimbursement Account book of business. This included meeting and exceeding contractual performance standards and defined operational measures. • Responsible for making sure that the all ongoing work is delivered timely and with quality to plan sponsors and plan participants. This includes project planning, scheduling and managing, capacity and utilization management, delegating work to meet… Show more • Accountable for managing operational performance for several key large market clients within our Reimbursement Account book of business. This included meeting and exceeding contractual performance standards and defined operational measures. • Responsible for making sure that the all ongoing work is delivered timely and with quality to plan sponsors and plan participants. This includes project planning, scheduling and managing, capacity and utilization management, delegating work to meet deliverables, and tracking the status of outstanding work, using either onshore or offshore resources. • Accountable for key projects related to the overall new hire training program to ensure other Operations Managers are on boarded successfully.• Contact for client, Third-Party Administrators, as well as all internal Shared Services that impact ongoing operations.• Main contact responsible for day to day client initiated employee escalation resolution Show less

• Main contact for one of our large market, key clients within the Orlando office. Owned both day to day discussions on employee benefit related items, as well as broader initiatives and consulting to ensure a successful client relationship.• Responsible for contractual and internal performance standards, operational balance, developing and executing plans to improve overall customer and client satisfaction. • Oversaw Customer Service implementations and change orders, acting as the… Show more • Main contact for one of our large market, key clients within the Orlando office. Owned both day to day discussions on employee benefit related items, as well as broader initiatives and consulting to ensure a successful client relationship.• Responsible for contractual and internal performance standards, operational balance, developing and executing plans to improve overall customer and client satisfaction. • Oversaw Customer Service implementations and change orders, acting as the primary lead to drive plan dates and deliverables to achieve successful launches. • Represented the Customer Service perspective in shared service meetings, co-monitoring meetings, and co-leading integrated call calibrations. • Managed all aspects of the delivery model, identifying out-of-scope services and creating change requests as needed.• Responsible for overall operations and daily administration of call center volume and monthly goals to ensure optimal staffing efficiencies and cost. Show less

• Responsible for the front line customer service delivery, acting as a role model for the values of the firm and customer service best practices. Majority of the day being spent directly interacting with CS colleagues.• Responsible for the day to day management of the colleagues and overall performance management. • Administers on CS/HR Policies and evaluates performance management of CS colleagues • Executes monthly call evaluations for all CS associates in unit for Assessment &… Show more • Responsible for the front line customer service delivery, acting as a role model for the values of the firm and customer service best practices. Majority of the day being spent directly interacting with CS colleagues.• Responsible for the day to day management of the colleagues and overall performance management. • Administers on CS/HR Policies and evaluates performance management of CS colleagues • Executes monthly call evaluations for all CS associates in unit for Assessment & Rewards purposes. • Identifies process improvements/enhancements to desktop tools and client provisions/processes and shares these with CS client Analysts.• Drive individual metrics of CS associates on team (handle times/Schedule adherence etc.)• Support CS associates on calls with Program, Policy and Procedure Knowledge and tool experience with special focus on customer escalation avoidance.• Manage team overtime and Timecards.• Subject Matter Expert on client Programs, Policies and Procedures – develops expertise on client/systems knowledge to successfully coach CS associates.• Deliver result measures on associate engagement and retention.• Focus on decreasing repeat callers and first call resolution.• Facilitate training for new hires and process improvement training for the team. Show less