Amber Heenan

About Amber Heenan

Experienced leader with 3 years’ experience in the Human Resource Outsourcing and Benefit Administration industries. Demonstrated expertise in customer service, administrative improvement and process enhancement. Equipped with exceptional skills in researching, analytical and logical thinking, and root cause analysis.

Experience

1. Customer Success Manager

   Ebm

   Aug 2021 — Present

   Manage and provide technical guidance through the bswift implementation and renewal processes for new and existing clients, in which you will hold weekly conference calls, assume project management duties, and oversee the system configuration and quality assurance testing• Serve as a point of escalation and subject matter expert for a dedicated block of clients, managing client expectations and providing ongoing support of the platform• Provide open communication to clients in a pleasant, professional manner with a can-do attitude• Respond to all client inquiries, issues, questions, and requests in a timely manner while maintaining accountability and consistent follow-through• Troubleshoot and resolve system issues, performing root cause analysis and effectively communicating solutions to clients; ability to leverage research to find resolution• Prepare and conduct technical/product presentations, demonstrations and trainings (such as open enrollment demos for new/changing plans, release functionality changes, training administrative users)• Initiate ongoing and enhanced usage of key service features to promote client education and satisfaction• Follow proper documentation and recordkeeping protocols within CRM and other platforms; monitors all assigned cases to ensure quality standards are met• Contribute to internal development and writing of processes and procedures related to the implementation, renewal, and ongoing support of platform; share new ideas and client needs with ebm teams throughout all phases of client lifecycle• Coach and mentor other team members

Education

• Virginia Polytechnic Institute and State University

  Bachelor of Applied Science (BASc)

Skills

• Management
• Microsoft Office
• Sales
• Product Knowledge
• Inventory Management
• Business Intelligence
• Strategic Initiatives
• Customer Relationship Management (Crm)
• Retail
• Strategic Planning
• E-Commerce
• Merchandising
• Operations Management
• Sales Management
• Leadership
• SEO
• Customer Service
• Training
• Project Management
• Social Media
• Marketing Strategy
• Crm
• Advertising
• Social Media Marketing