Lauren Heacker Email & Phone Number

Dallas, Texas, United States

Back with vPromos and responsible for the same work as before.

Richardson, Texas, United States

I was promoted to SME in less than three months for remarkable resource management, knowledge database fluency, and on-demand coworker support.I was promoted from Customer Service Representative to Supervisor in less than two months for exceptional customer service, quality assurance, and compliance scores.Primarily, I answer incoming calls to assess customer concerns, de-escalate frustrations, and provide assistance according to relevant knowledge database articles.Secondarily, I support fellow representatives while on call with customers addressing concerns.

Richardson, Texas, United States

I was calling up to 60 prospective clients an hour and qualifying them to receive a Medicare Advantage plan or Medicare Supplements (see Medi-gap).I conducted effective prospecting by thoroughly analyzing potential client circumstances, providing comprehensive explanations of plan features and benefits, resulting in increased engagement and interest. I demonstrated exceptional communication skills to effectively convey value of plans and ensured complete benefit understanding among every client. I applied strong analytical skills to articulate benefit versus cost of plans, contributing to competitive strategies that align with client needs and industry standards on every call. Overall, I was committed to integrity and compliance by following designated sales scripts, and actively participating in ongoing training and coaching to enhance performance and ensure regulatory adherence.

Seattle, Washington, United States

I was entrusted to monitor private viewing facilities alone while processing customer transactions accurately and efficiently using POS systems.Most shifts, I was solely responsible for closing procedures including clearing private viewing facilities as well as balancing cash and credit transactions. I would proactively approach and engage customers in a friendly and knowledgeable manner to build strong, positive relationships, fostering loyalty and repeat business daily. In addition, I maintained knowledge of products and merchandise to provide accurate information to customers & maintained a well-organized and visually appealing store layout.

Vancouver, Washington, United States

I supported 4 concurrent projects with requirements developed in various levels of the System Life Cycle (SLC). On 2 of those projects, I developed change management plans to reduce overall employee effort in reoccurring compliance tasks. I collaborated almost daily with my project managers to coordinate teams contributing to our projects, leading to more effective workshop sessions. I also generated technical reports based upon those workshop sessions to inform stakeholders of project status.

Dallas/Fort Worth Area

I created, reviewed, revised, and archived deliverables such as requirements documentation, API specifications, SOPs, and user guides. I coordinated with the development and business teams biweekly to plan product releases, sprints, and feature functionality. To improve the software life cycle, I devised an Agile-style development process which is being implemented. I also lead a new project management initiative with Microsoft Visual Studios to ensure 6 different team members achieve release deadlines. I quickly adapted to new directives from the business team to deliver accurate and timely deliverables.

Dallas, Texas

I worked with the Digital Documentation (DD) group on the Top Download team. Top Download is a project created to update the most downloaded products to current data sheet standards.My duties included collaborating three team members to ensure 50 deliverables are published each month. I was responsible for revising data sheets daily by using XML software, XMetaL, to follow TI Data Sheet standards. This includes implementing engineer’s knowledge to obtain an understanding of over 20 unique product lines. When my workload is light, I allied with coworkers to take extra assignments when projects become excessive for others on the team. We met with group leaders quarterly to discuss overall documentation progress.

Denton, Texas

I worked directly with media librarians to assist with special projects. I was promoted to supervisor in 2011.My duties included creating technical documentation and marketing deliverables about the library for various audiences across the university. I improved workflow by revising old procedures and creating new ones, and developed donation materials attributing to 40% collection growth. I also facilitated events and workshops monthly including Game On! and the Board Game Design Workshop.

Bachelor Of Arts (Ba), Professional And Technical Communication

Activities and Societies: Mu Epsilon Kappa

Bachelor Of Science (Bs), Library And Information Science

Activities and Societies: Mu Epsilon Kappa