Hillary Hess Email & Phone Number

Salt Lake City, Ut, Us

United States

United States

United States

Midvale, Utah, United States

Managed staff of Customer Care Supervisors. Conducts one on ones with internal and outsource BPO partner. Oversees team meetings, coaching and development sessions. Helps supervise operations for offshore BPO for Voice, Chat, SMS, along with internal and external Email Teams. Responsible for meeting/exceeding KPI metrics. Cultivates the Customer and Agent relationship with direct reports, peers, and leadership teams.

Greater Salt Lake City Area

Oversees and manages the Account Service Team/Reconciliation Advisers. Responsible for meeting and exceeding various SLA’s, goals, and queues. Prepares and provides various monthly KPI’s for the management team.Conducts weekly 1:1 with employees and side by sides to increase efficiency and customer satisfaction.Creates and updates department guides, procedures, and processes.Works with product manager and SCRUM team on product enhancements, features, and dev tickets.Runs weekly team meetings to align, train, and update team on updates and changes to the organization. Manages a book of large chain corporate accounts. Hosts in person and Web-Ex conference call meetings with current and prospect customers.Creates and delivers company-wide, new hire, and on-going specialized training's. Supervises team members to minimize errors, maximize client satisfaction, and maintain SLA’s.Executes various reports. I.E. revenue, A/R repots, and other system-based reporting. Manage booth at McKesson’s largest annual pharmacy conference to support sales efforts and strengthen relationships with current customers.Works with senior management on FTE requirements and staffing proposals.Handles customer disputes and complaints at a management level.Efficiently schedules agent hours to maximize revenue and customer satisfaction. Acquisition and TSA experience and understanding of AR and revenue cycles.Company travel to McKesson headquarters, customers corporate offices, conferences, and events.

Sandy Utah

Processed medical claims for health insurance members. Took incoming calls from members and providers regarding claim and benefit information.Assisted in escalated/supervisor calls.Audited member deductible and out of pocket plans.Oversaw and trained new employees in a new hire class setting.

Greater Salt Lake City Area

Processed charge disputes for Capital One card holdersAnswered incoming customer service calls. Reviewed fees and chargers.Made sure line adherence guidelines and goals were met.Oversaw daily staffing to manage SLA's.