Heather Westfall Email & Phone Number

California, United States

San Diego, California, United States

Enhance business operations and lead generation for executive coaches; streamline client communications and updates, oversee special outreach projects, and improve scheduling and calendar management. Streamline digital marketing and social media strategy and execution, conduct market research to implement strategic marketing initiatives for lead generation and close optimization, and oversee continuous enhancements.Leverage LinkedIn, email, and phone outreach to secure new referral partners and clients, create copy, graphics, and designs for campaigns, led partnership operations, and enhanced messaging.Lead research on various executive programs, identified ideal partners, and spearheaded initial reach out; crafted effective messaging to introduce program leaders to new clients in Seattle, Los Angeles, and Northern AZ.

San Diego, California, United States

Partner directly with Executives to identify and engage with specialized peer advisory groups; lead new business development and prospecting, develop and execute engagement campaigns, oversee client service actions, and project manage client onboarding; grew book of business to 107 accounts.Facilitate 91 peer advisory groups, develop personal relationships with each member, assigned clients to most effective groups, and work with group chairs to identify areas of needed expertise or experience. Proactively prospect and identify ideal clients, utilize comprehensive CRM and public records databases to track leads, lead cold and warm outreach, and present and negotiate membership contracts; able to secure further meetings and onboard countless clients. Oversee client relationship management, lead consistent communications, focus on maintaining ties, nurturing relationships, and delivering post-onboarding support and issue resolution when needed; able to secure high customer satisfaction scores while developing profitable referral pipelines. Guide marketing strategy development and execution for lead generation and profit optimization, streamline email, social media, and digital communications, lead creation of engaging written, photo, and video content to build online presence, and update actions according to online analytics to improve overall engagement.Coordinate and host marketing events and luncheons, lead guest identification and outreach, contributed to event logistics related to guest speakers, décor, and food and beverage providers, and structure follow up to guests. Actively review business and market reporting to provide analysis to executive groups, improve practices related to guest speakers, personalized coaching, and peer feedback.Developed new training program for Regional Support new hires, sped up onboarding process and enabled personnel to secure leads just 3 weeks after starting.

San Diego, California

Led oversight of document development, disclosure, and review process for health insurance broker; investigated and documented client history, worked with underwriting and processing personnel to resolve outstanding conditions, and communicated with stakeholders on process updates, concerns, issues, and payments; managed average caseload of 350.Administered and audited document packages for completeness and accuracy, tracked outstanding forms and related signatures, partnered with Case Coordinators to prioritize cases, and produced final package for Underwriters for review.Managed workflows, upheld quality standards, recorded document and closing procedures, and created standard correspondence and forms; improved customer service and response, built more trusting relationships with partners, ensured cases were closed in a timely manner, and kept company in compliance.Led communications with Agents, Underwriters, doctor’s offices, and insurance companies, answered questions and resolve issues regarding documentation, follow up, and information accuracy, walked personnel through properly filling out paperwork, and kept them informed of process updates; tracked all correspondence in Salesforce.Established dedicated team of personnel to coordinate physical exams, order medical records, and complete required follow-ups with providers; eliminated administrative tasks from Managers while improving turnaround times by 35%.Created and led processes to support struggling personnel, including trainings covering HIPAA laws and regulations, insurance policies and procedures, customer service best practices, and conflict resolution; improved overall turnaround times and enabled representatives to provide higher levels of customer service while adhering to government and company policies.

Thousand Oaks, Ca

Spearheaded administration and oversight of client relations for 3rd party retiree pension administration company; supported team of phone support specialists servicing end users, served as SME ensuring plans were administered according to client agreements, plan documents, and regulatory standards, and contributed to improvement projects. Assisted 500 customers daily via phone, chat, and email with pension plans, resolved welfare eligibility issues, and managed customer accounts; achieved high service and accuracy scores. Led team of Associates, focused on employee development with additional trainings, and contributed to performance management and corrective actions as needed; established environment of productivity and accountability, while assisting representatives to be promoted into advanced roles.Addressed escalated issues related to overpayment recovery, worked with client’s banks and kin to identify payments, and processed charge backs; successfully recovered large amounts of overpayments.Led creation and implementation of new standard operating procedures, streamlined training and developed processes for new hires, and updated procedures to meet company standards; new SOP’s improved overall efficiency and quickly onboarded new CRAs.Improved new hire trainings, worked directly with new team members to understand program updates, enrolment processes, and client specific services, and craft hands-on and live call exercises; team achieved company-leading customer satisfaction and retention scores.Spearheaded onboarding of rounds of new hires, improved training curriculum and approach to handle increased volumes, oversaw training logistics including schedules, technology, and staffing, and personally led multiple sessions. Served as Employee Engagement Rep, coordinated regular social and employee recognition events, and ran the Happiness Advantage program instilling positive psychology methods among teams.

Led call center operations and 16 personnel for behavioral health insurance company; coached and provided feedback for employees to meet required performance metrics, developed Monthly Performance Reports to pinpoint areas of development, and addressed escalated calls from members.Directed department to achieve specific goals, objectives, and standards of performance, and partnered with managers to identify issues and develop process improvements to reduce patient wait times, medical processes, and employee communication.Developed and maintained environment of effective communication, proactive problem resolution, and teamwork, resulting in high staff morale, high retention, and improved patient experience. Responsible for training and coaching new employees, focused trainings on EMR, department functions, and patient service; improved trainings and coaching reduced number of employee errors, improved patient satisfaction, and increased department efficiency.

Efficiently answer and assist with an average of 500 calls a day.▪ Professionally handle difficult cases on a daily basis.▪ As a claims specialist, handle claim inquiries including reprocessing and reviewing claims for customers, staff and external departments.▪ Work closely with the claims department as a consultant on all claims and authorization issues.▪ Consistently provide excellent customer service to customers and mental health providers, receiving multiple customer compliments and supervisor recognition.▪ Work for the department that handles the company’s high maintenance/high touch accounts to which we are accountable for maintaining strict statistical guidelines.▪ Appointed as Subject Matter Expert for a newly implemented computer system.▪ Work with employer groups regarding customer benefit and eligibility issues.▪ Assist providers with contracting issues.▪ Primary mentor/trainer for all new hires, including creating new hire materials and assisting with system set up.

Bachelor Of Arts Degree, Psychology

Education record

Completed first two years of college course work