Creative Agencies

Streetwear

Health Plan Advisor

A professional with over 12 years experience in developing and managing teams to performance success in a variety of call center and projects. Proven success in motivating teams to achieve and exceed corporate and personal success. Known for high energy, an ability to assimilate new information, provide an upbeat approach that allows proficient communication to my teams for their success. Exceeds expectations at the team and personal level on a consistent basis.

Assist members during open enrollment understand plan options and what is needed during Open Enrollment

Sales of senior products. Assisting seniors understand Medicare and offering LTC and other products

Licensed Sales Agent

Assistant manager of team handling tier 2 customer service calls and emails.

Assistant Manager

Managing a team of broker administration representatives who handle commissions and call center for brokers and account managers. Managed both project and call representatives. Manage team to meet and exceed expectations in both work folders and call center expectations.

Team Manager

Managed team of phone reps handling customer account calls and a email team. Although my tenure was short due to a unexpected offer from Kaiser, I helped improve performance in my team during my time with this organization.

Supervisor

Supervised and developed teams within a broker liaison, member services and claims. Coach teams to successfully meet and exceed all call center requirements including call handling times, call accuracy and the highest levels of customer satisfaction. Worked in a managerial role with my director to enact changes, ensure project completion and acted as subject matter expert in high level decisions regarding broker relations contributions. Worked closely with other departments including commissions, membership and claims to provide a high level of broker and member satisfaction within my teams. Survey results showed improvement in broker satistaction during my three years in this department.Helped in transition when department moved to Rancho Cordova and moved to membership.  Acted as supervisor to oversee hiring, appraisals/merit increases, promotions and all procedures and policies.

Manager of Customer Service, Call Center and Email for Web Service Company

Supervised and developed teams to successfully fulfill all call center criteria while maintaining a response team to Internet requests and service. Act as manager to oversee hiring, and made key decisions regarding staffing needs, workflow and production standards. 

Improved team performance to reach and exceed call center standards of all inbound calls including a 5 second or less answer time.
Worked closely with the internet response team to improve the quality of emails and create responses with a one answer resolution. This reduced the number of emails by 25% and reduced a 4-5 day response time to within 48 hours or less. 
Implemented and presented all staff training, which ensured consistent customer satisfaction and reduced call time and email response time. 
Created goals for team productivity requirements, representative goals and oversaw schedules which ensured call coverage and ensured timely 

Supervised Claims team and Call Center during project involving Whole Life Insurance projects. Responsible for organization of workflow of new projects and call center guidelines.

Developed and conducted training to 150 team members on new call center procedures after transferring requirements from a Minnesota location.
Motivated teams to exceed production, customer relation and call center standards to reach and ensure a 95% or better customer satisfaction average 
Created procedures as a project manager including staff training, reporting of daily statistics in spreadsheet format to the Vice President, and maintained workflow.
Created policies to instigate changes in standard appraisal and coaching formats which improved feedback and ensured fair merit increases and promotions.

Team Leader

Find out detailed information about Diana Hess, Health Plan Advisor in ca, CA

Diana Hess: Health Plan Advisor in ca, CA

Diana Hess

WellPoint

Bankers Life and Casualty Company

LegalZoom

Kaiser Permanente

Stamps.com

Health Net, Inc

US Search.com

Prudential Insurance Co. Of America

California State University-Northridge

Pierce College