Heidi Blackbird Email and Phone Number

Take 50+ inbound calls to resolve policy holder inquiries about their policy, claims, inspections, and billing information ● Maintain policy holder demographic information ● Strive to find the best value for each policy holder and their needs ● Outbound calls as needed to assist in ongoing policy holder opportunities ● Send and receive policy holder documents for claims and inspections ● Utilize 10+ resources and other departments as needed to resolve opportunities ● Create and maintain KPI records in Excel for immediate team to find trends and areas for improvement ● Work with knowledge team to maintain up to date SOP for company-wide knowledge site ● Become subject matter expert to support new hires and fellow team members

Project: Aetna Medicare - Conduct training classes for new hire and current employees on the features and operation of products, client tools, and processes ● Work with subject matter experts to validate current SOP ● Prepare training resources and materials for classes ● Produce and distribute training reports ● Create, maintain, and implement processes based on Quality ● Perform call monitoring during on the job training and provide Quality Assurance feedback for new hires

Project: Humana Pharmacy - Resolve customer order and account issues ● Exceed customers' expectations ● Notate accounts and create cases for customer resolution ● Maintain team aux list ● Assist team members with resolving customer opportunities

Managed the closing shift for a group of 15-30 ecommerce/ retail team members five days a week ● Handled supervisor calls and situations ● Covered overflow queue for chat and socials teams ● Managed projects such as customer checks, UPS package claims, managing knowledge bank, etc. ● Monitored auxiliary statuses for 15-30 team members ● Handled incoming help desk questions from first level team members ● Trained side-by-side and led classroom training for new hires

Answered 30-40 calls per day ● Provided service resolution that exceeded expectations ● Solved retail credits/charges issues ● Collected feedback on in-store experiences and worked with the field teams to find a resolution within 4 days of first contact ● Provided assistance in finding proof of purchases and warranty information ● Worked voice mails and customer feedback received via email (RNTs) ● Upheld policy and SOPs but looked for resolutions outside them when customers' requests warranted ● I evolved my role to include training new hires and working towards the continuous growth of my fellow team members