Diana Heredia
Director of Client Relations @Assist America
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WORK HISTORY
Director of Client Relations @Assist America
Princeton, NJ, US
Management of the relationships for US accounts.>Interpret and explain contract provisions to our clients and end users.>Identify changes that will impact risk rules and/or rates.>Handle service issues in partnership with appointed brokers and home office contacts for US and Latin America clients.>Schedule and facilitate pro-active service calls and meetings on a quarterly basis or as the need arises.>Respond and resolve customer inquiries and/or issues.>Liaise and assist various departments with communication and documentation issues for the Latin America clients.>Monitor service delivery and provide proactive support to Spanish Associates.>Participate in the internal implementation process of new cases by delivering client training to new Clients and Operations Associates.>Resolve and/or communicate service issues to appropriate leaders within the organization brought to my attention by brokers, clients, customers, or internal managers.>For international accounts, effectively establish and manage customer contact from time of initial administrative data collection through creation and delivery of contract, first bill, and follow ups.>Participate in client/broker meetings and benefit fairs.>Educate clients/brokers to ensure customer understanding of administrative procedures and deliverable and managed set expectations.
EDUCATION
Bucks County Community College
Associate of Arts and Sciences (A.A.S.), Liberal Arts and Sciences/Liberal Studies/Nursing Emphasis
Holy Family University
Registered Nursing/Registered Nurse
SKILLS
ABOUT DIANA HEREDIA
I\'ve had the pleasure of working in different capacities of the assistance industry for 30 + years and have enjoyed every challenging position throughout my career. I\'ve enjoyed traveling throughout the USA, Puerto Rico and Mexico to find sales opportunities, implement new clients and provide on-going support and manage relationships with the wonderful people I have the pleasure to work with. I\'ve also assisted with the installation and training of our Philippines facility and Indonesia affiliations. I\'ve travelled to Malaysia, Hong Kong and Singapore. I had the pleasure of managing a great team of bright assistance coordinators at two assistance companies. Now in the Client Relations Department I enjoy working with a dynamic and dedicated group, passionate about fostering long term relationships, committed to supporting and educating our partners on the uniqueness of Assist America\'s services and the significant value we provide.
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