Heather Maenche Email & Phone Number

Dallas, Tx

Manage a team of 15 technical support representatives. Develop and coach agents on a daily basis through monitoring, training, and coaching to ensure world class customer service through one call resolution.Strategic in first line team management and meeting compliance standardsMaximize communication between team and other groups to ensure proper executionCreate and articulate ideas with employees to help drive momentum Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changesMaximize customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problemsExpedite front lines, direct flow of customers, and ensure that each customer receives outstanding customer service by providing a friendly environment.Establish and maintain quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, technical and call observation audits, reports and practices. Provide direct and timely feedback to all staff on the results.

Communicated with agents about policyholders ‘ claims and questions Processed insurance claims quickly and efficientlyCorresponded with various areas (e.g., Claims Processing Department) in an effort to adjudicate claims

Normal, Illinois

Assisted guests with check-in and check-out using FrontDesk, a system made for Hilton propertiesAnswered phone calls and prepare reservations for future guests Checked hotel guest in, assigned rooms and made keys..Guest services, PBX operator, posting room charges. Prepared bills, explained charges, and collected payment at check-out. The ability to solve problems and relate to a wide variety of people.

Handled incoming inquires regarding billing, account changes, upgrades, cancelations and general troubleshooting. Provided exceptional customer service on every interaction to create brand loyalty and reduce churn. Provided technical, billing and service support to cellular customers through phone-based interaction using Telegence and Clarify based systemAttended company sponsored training to remain current on evolving technologies and proceduresTroubleshooting technical issues with their PDA/Smartphone’s, Laptop Connect Cards, RIM, etcprovided proper steps for each device with a specific data issueEducated customers about their devices and the capabilities of them

Bs, Speech Communication

Activities and Societies: Public Relations Student Society of America

Communications

Activities and Societies: Student Government Association, Student Activity Board