INSPIRINGLIVES

- Continuing Heather's Impact -

She has been involved in numerous sustainment and system improvement projects during her tenure here and has strived to improve capabilities and resiliency within the call center technology - ensuring that capacity is there to meet the demand in any situation. Her team’s support during the 2022 OMB crisis was critical is sustaining voice systems capabilities to serve members and internal employees during the issue time period; and is only one example of a commitment to excellence.

Heather is very often client centric in focus; whether that is with her peers, for another internal team or is member facing. She interfaces with our key vendors on a continual basis to ensure that system capabilities, upgrades and projects are well understood and executed on. She partners with Contact Center on a regular basis and includes key resources in project and vendor meetings to ensure consistency and the ability to voice their concerns. Regular touchpoints with the call center allow the whole team to stay aware of what's important to this critical business function.