Heather Leonard Email & Phone Number

Pepperell, Ma

Travel agent servicing all ages and meeting the special needs of the elderly, mobility challenged, and helping those overcome the barriers that make travel seem too "difficult". Whether this is a first cruise, family vacation, or a group requiring accessible travel I can help you find and design the perfect trip turning dreams into memories. Contact me for more info!

Fitchburg, Ma

Volunteer working with underprivileged youth to act as positive role model and promote positive community involvement.• Engaged youth in pro social extracurricular activities.• Promoted emotional well-being through open and supportive relationship.• Used real life situations as teachable moments to enhance problem solving skills.

Fitchburg, Ma

Student therapist responsible for providing outpatient services in our clinic as well as home based therapy and addictions treatment support services to adolescents and their families.• Travelled throughout Fitchburg/Leominster metro areas to deliver adolescent addictions therapy following the evidence based model of ACC/A-CRA.• Liaised with probation officers regarding client status in legal system and treatment compliance.• Conducted individual and family assessments under supervision of licensed clinician to determine placement for individuals in DCF custody and assisted with case management.• Provided anger management training to adolescents and adults.• Participated with committee who provided consultation to local law enforcement regarding how to recognize mental illness and special care required by certain diagnoses.• Acted as mentor to adolescent placed within stabilization program.• Currently possess active Massachusetts CANS, CPR, and First Aid certifications.

Merrimack/Stratham Nh

Student therapist responsible for providing counseling and leading group work to a variety of individuals with various developmental and intellectual disabilities.• Travelled to multiple sites to facilitate group experiential activities to promote healthy relationships and improved social skills.• Promoted continuity of therapy goals by interacting with clients in the community and teaching staff how to help the client use the coping skills taught in therapy.• Administered assessment interviews under the supervision of a psychologist to determine potential for high risk behaviors.• Collaborated with management and clinical team members to encourage group participation and to assist with special projects.• Credited as a contributor to a professional presentation which was featured at the joint conference for MASOC and MATSA in April 2012

Selected to develop newly created position as part of relocation of functions; Provided second level support for case resolution of complex system or benefits issues. Turnaround timeline required response to customer within five business days.Consistently achieved problem resolution below required metric. (i.e 775 seconds and other metrics).Acted as subject matter expert during implementation for new clients addressing procedural ownership.Facilitated new hire training for job specific skills for small group participants.Consistently recognized for providing outstanding case management and superior customer support through management awards and customer feedback.Researched COBRA issues and performed carrier updates enabling quick customer resolution.Created HIPAA and COBRA literature upon customer request when originals were not received.

Provided customer issue resolution and support to front line customer service team. Processed system changes and researched compliance and plan rules as needed. Collaborated with internal business partners and customers' employers.Acted as subject matter expert and point o f, contact for offshore associates regarding systems, procedures and plan issues.Collaborated in Six Sigma process improvement resulting in effective and efficient internal processing to achieve significant cost savings to the corporate customer.Significantly improved customer satisfaction.Effectively managed customer exception requests by verifying silent exception rules decreasing the need for appeals. Collaborated with insurance companies regarding life insurance and disability approvals as well as plan details..

Customer service representative who addressed health and insurance benefit issues including processing enrollments. Averaged 50 to 100 calls daily depending on enrollment cycle and employer events. Actively participated and contributed to Six Sigma process improvement projects and client test call sessions for annual enrollment.Acted as subject matter expert for newly hired associates during their initial weeks on the floor. Mentored and coached fellow associates to enhance performance.Collaborated in resource maximization project to minimizing the number research requests sent to Operations.Successfully educated customers on their employer based health benefits.Promoted to this full time position from temporary engagement through Veritude

Ma, Cmhc

Bachelor Of Science Degree, Business Administration; Management