Katherine Haseman Email & Phone Number

West Chicago, Illinois, United States

Manages multiple direct reports, up to 15.Oversees production of service delivery admins, data analysts, and data entry positions.Adjusts workloads to best service clients Assigns new clients based on the scope of work provided in service agreement, sales forecasting, and other relevant tools.Tasked with global alignment between global service delivery teamsWorks with other departments to develop efficiencies with key clientsWorks with Makor, Vadis, and Microsoft dynamics. Developing a more comprehensive onboarding process, which is aligned globally within service delivery.Supporting ERP transition and turn down of pervious system.

Managed multiple direct reports.Managed multiple SAP processes for service administration departmentResponsible for maintaining the flow of service revenues up to 3 million a year. Or 3 hundred thousand a monthMaintained revenue by setting appropriate production goals, training in the customer portals, monitoring production, maintaining customer relationships, and staying up to date with customer proceduresSolved complex problems related to billing and coordinated with accounts receivable to reconcile key accounts.Trained new and existing team members on multiple systems internal and external including, Salesforce, SAP, QuickBase, Service Now, Service channel, DocuSign, and Corrigo.Created and managed invoices, credits, and debits in SAPSalesforce key userResponsible for setting production goals for direct reports based on current business needs.Hosted webinars to train external service next work on billing platformMaintained service partner contracts and onboarding process using DocuSignProvided support to team members and our external service network related to CRM, troubleshooting system errors, training on correct system usage.Acted as a liaison between our subcontractors and our key account customersIntermittently managed the western and southern service territories, including but not limited to solving billing problems for rational service partners (subcontractors) handling escalations in each respective region, support to sales and key account customers in this region Managed the installation process, dispatching and follow up on open installations, via CRM. Managed schedule and escalations related to scheduling and billing for the direct tech program Managed a third party call center that was responsible for taking first level technical service calls and other administrative duties.

Worked on a developmental task force to improve CRM system (salesforce) Coordinated seminars including, training seminars with technicians and end customers, annual event seminars locally and out of state, virtual training seminars for technicians.Acted as a liaison between the customer care managers and the service department Managed multiple direct reports

Rolling Meadows Il

Responsible for daily follow up on open service callsProvided status updates on open calls to key account customersResponsible for reviewing invoicesCoordinated training, kept track of attendees and class scheduleWorked with regional technical managers to help reach service metricsProvided training to newly hired service admin staff.Put together standard operating procedure manuals for processes that I helped develop related to key accounts.

Elgin, Illinois

Analyzed documents thoroughly to determine appropriate claim processing.Thoroughly documented correspondence and conversations.Assisted contact center representatives via phone with annuity claim specific questions.Corresponded verbally and in writing with claimants. (Email and mail.)Participated in timing studies to help the company determine best practice procedures.Participated in multiple Loma learn training sessions to stay up to date on state proceduresProvided claimants with customer service

Answered inbound calls.Serviced a wide variety of annuity/life insurance products.Mastered all aspects of service, became a senior representative.Followed up with clients, made outbound calls.Met all service level goals.