Heidi Fleischer Email & Phone Number

Wheat Ridge, Colorado, United States

* Coordinated project managers for estimate scheduling and managed rebuild project timelines based on availability.* Verified customer information, planned equipment checks, and managed crew progress adjustments.* Ordered testing from third-party vendors in compliance with state regulations and served as primary backup for incoming calls from adjusters and clients.* Addressed inquiries from customers and adjusters, providing timely and accurate information through various communication channels.* Facilitated negotiations with adjusters regarding rebuild estimates, ensuring satisfactory outcomes.* Scheduled and coordinated subcontractors, managed materials procurement, and oversaw project inventory.* Conducted weekly status calls with clients and insurance adjusters to review progress and address concerns.* Utilized basic Xactimate software for estimating and supported the construction manager with office duties and administrative tasks.* Participated in an on-call rotation for emergency response outside regular hours.* Cross-referenced technician schedules with time cards for payroll accuracy.

Wheat Ridge, Colorado, United States

* Initial contact for emergency services.* Answered, screened , and directed phone calls with a ‘bubbly’ customer-service voice.* Communicated with clients, vendors, subcontractors, and employees to provide accurate information* Manage office inventory and ensure par levels are met.* Prepared documents, contracts and other items as needed by executive staff* Updated and maintained client databases, subcontractor paperwork and other files as needed* Performed clerical duties such as filing, photocopying, emailing etc.* Work cooperatively with office staff in order to facilitate a productive environment* Received, sorted, and distributed mail* Worked closely with Office Manager to ensure all company needs from the administrative team are met.

Denver, Colorado, United States

* Served as the initial point of contact for visiting clients.* Processed premium payments and manage updates to automatic payment schedules.* Provided billing support to clients and team members.* Handled enrollment, troubleshoot issues, and address discount change inquiries related to driving assessment applications.* Engaged with customers to identify and resolve outstanding payment issues.* Managed incoming and outgoing correspondence, including marketing materials, birthday cards, and handwritten thank-you notes.* Verified mortgage information for homeowner policies and monitor payment tracking.* Scheduled personal insurance reviews for three or more agents, prepare all necessary coverage information, and identify cross-selling opportunities for one agent.* Utilized Microsoft Word, Excel, and Outlook on a daily basis.* Enhanced customer retention by addressing coverage gaps, missing discounts, and scheduling personal reviews.

Golden, Colorado, United States

* Delivered expertise by identifying and analyzing agent needs to offer solutions on Safeco products and services.* Researched policy coverage and eligibility provisions.* Upheld our client care standards by achieving individual goals on call quality handle time adherence first call resolution and reliability.* Maintained and tracks accurate data in various computer systems.

Greater Denver Area

* Recruited and trained call center agents to address customer inquiries, resolve complaints, and troubleshoot appliance issues.* Monitored VOIP phone systems to ensure operational efficiency and accuracy in service delivery.* Assessed customer needs and provided effective solutions.* Coordinated the dispatch of relevant information to field service technicians.* Managed account setup, processed payments, and scheduled appointments.* Identified and escalated priority issues for prompt resolution.* Documented call information in accordance with standard operating procedures.* Maintained exceptional attention to detail and consistently achieved top agent status.* Contacted customers with overdue accounts to arrange payment plans.* Provided guidance to agents on best practices and complex call scenarios.* Ensured adherence to call center objectives, performance standards, and policies.* Monitored and evaluated agent performance to drive continuous improvement.* Responded to escalation calls and managed customer email correspondence effectively.* Developed strategies to optimize procedures and enhance staff motivation.* Assisted customers with billing explanations and resolved discrepancies.

Golden, Colorado, United States

* Managed inbound and outbound calls for busy virtual call center.* Identified customer needs and providing solutions.* Dispatched proper information to service technicians in the field.Setting up accounts, taking payments and scheduling appointments.Identify and escalate priority issues.* Documented all call information according to standard operating procedures.* Excellent attention to detail and consistently top agent* Contacted customers with past due accounts to set up payment arrangements