Project Manager Customer Service, Workflow Analyst, Call Center Direct

Debra Heffron

***** *. ********* **** ********, AZ 85379 * Cell 602-***-****

Email: *********@*****.***

Background

My background is in Customer Service working in company-wide telecommunications and contact center environments, with 17 years in Integrated Absence Management. Most recently, my focus has been on leveraging technology to improve customer experience, implement new services, improve workflow between product lines and design and maintain multiple avenues for benefit claim initiation.

Career Experience

Matrix Absence Management 2001 to Present

Workflow Business Analyst

•Responsible for designing and implementing custom processes for short-term and long-term disability, worker’s compensation insurance products lines and leaves of absence such as FMLA for new clients and end users.

•Research technology-based solutions for business needs.

•Implement new technology and train end users at multiple locations.

•Work directly with end users and departments to determine the Business Requirements Document for each project, manage the communications with IT to design process in answer to BRD

•Set up test programs for proof of concept, first line and business acceptance testing

•Determine reporting points for business requirements and work with DBA’s to design reports

•Design call flow plans for interactive voice response (IVR), client dedicated toll-free numbers and self-serve products.

•Oversee telecom programming for new hires, automatic call distribution (ACD) queues, claims teams and call recording.

•Train business users and Call Center management on telecom features for reporting and quality monitoring.

•Manage the telecom vendor relationship.

Director of Call Center Services

•Managed the relationship between the call enter and our internal and external customers.

•Participated in sales presentations and call center demonstrations for prospective clients.

•Oversaw vendor selection and implementation of new telecom system.

•Worked with IT and Project Manager to create integrated Health and Wellness programs.

•Implemented Work Force Management programs.

•Responsible for annual budget and projected cost increase analysis.

Call Center Manager

•Designed Quality Monitoring programs structured for Call Center Agent performance or

performance on a specific client program.

•Implemented Survey program for the call center to provide employee feedback to clients on a

quarterly basis.

•Created Customer Service training programs.

•Transitioned the call center to a 24/7 operation, added “VoIP” to enable agents to work from home.

•Developed the intake process for Paid Family Leave for both California and New Jersey.

•Worked with IT and the Project Manager to create a “First Day of Absence” reporting program.

•Responsible for call center staffing and maintaining the service level.

Intake Coordinator

•Handled incoming integrated claim calls for clients in a call center environment.

•Worked with IT and Project Manager to convert the claim filing portion of our system to web-based “online” filing.

•Responsible for designing and implementing the custom call center processes for short term disability long term disability, worker’s compensation insurance products lines and leaves of absence such as FMLA for new clients.

●Design call flow plans for interactive voice response (IVR), client dedicated toll free numbers and self serve products.

●Oversee telecom programming for new hires, automatic call distribution (ACD) queues, claims teams and call recording.

●Train business users and Call Center management on telecom features for reporting and

quality monitoring.

●Manage the telecom vendor relationship.

●Research technology based solutions for business needs.

●Implement new technology and train end users at multiple locations.

Old Mill Stream Antiques 1995 to 2001

Owner

•Registered business name/logo, acquired business licenses, insurance, and bank account.

•Set up barcode system for inventory, sales, and consignment.

•Designed advertising campaigns.

•Hired and trained staff.

•Monitored general ledger accounts, payroll, accounts payable/receivable, and profit/loss statements.

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