1. HHEATHEREATHER L. HL. HORVATHORVATH
www.linkedin.com/pub/heather-horvath/78/469/606/
2670 Youngstown Lockport Road hlhorvath76@roadrunner.com
Ransomville, New York 14131 716.622.5662
PP ROFESSIONALROFESSIONAL SS UMMARYUMMARY
Energetic, accomplished professional with exceptional organizational, detail-orientation, time management
and excellent written/verbal communication skills to establish relationships and succeed within fast-paced
environment. Highly accurate business professional with a unique ability to successfully manage multiple tasks
simultaneously. Deliver outstanding results, leading to increased levels of responsibility and recognition. Well-
developed interpersonal communication skills to work effectively with people from diverse professional and
cultural backgrounds.
Industry Experience:
Banking, Customer Service, Contact Center, Outbound/Inbound Sales, Chemical Dependency and Mental
Illness Health Services
Functional Experience:
Quality Assurance, Training & Development, Project Management, Operations, Interviewing, Administration
Areas of Expertise:
• Performance Management • Hiring/Staffing • Process Improvement
• Employee Engagement/Team Building • Mentoring/Coaching • Business Continuity
• Training and Development • Office Procedures • Reception Support
• Customer Service
PP ROFESSIONALROFESSIONAL EE XPERIENCEXPERIENCE
HORIZON HEALTH SERVICES, LOCKPORT, NY SEPTEMBER 2014 – CURRENT
Administrative Team Leader (July 2016 – Current)
Provide lead direction and oversight of administrative functions of three on campus residence facilities.
Provides administrative support of three residential facilities to program directors, operational manager,
clinicians and residential staff for daily operational activities as required and based on operational need,
performs all functions in assigned area of responsibility. Maintains competency skills, and performs all job
duties with sensitivity and attention to the residential population(s) served.
• Recommends and implements new/revised systems and processes to ensure services are provided
efficiently and effectively.
• Problem solves and makes independent and timely decisions responsive to staff, residents and customer
requests.
• Maintains comprehensive knowledge of Campus policies and procedures.
• Compliance oriented to ensure privacy and uphold HIPPA Laws.
• Participates in special projects.
• Tracks and maintains data on supply budget, clinician reports, etc.

2. PP ROFESSIONALROFESSIONAL EE XPERIENCEXPERIENCE (( CONTINUEDCONTINUED ))
Administrative Assistant (2014 – 2016)
Responsible for providing efficient and professional administrative and clerical services to clinicians, program
directors, psychiatric providers, and clientele in order to facilitate efficient operation of the clinic.
• Consistently praised for efficient handling of administrative duties (answering phones, scheduling
appointments, maintaining client records, client processing, client check-in, insurance validation,
communicate client messages for clinicians, recording tox results and monitoring tox calls ins, filing, etc.).
• Communicate effectively using compassion and empathy with clients to answer concerns, questions, and
complaints.
• Entrusted as point person and take on extra work when office manager is not present.
• Provide timely, courteous and knowledgeable response to information requests; transfer calls when
appropriate; and prepare correspondence (i.e., records requests, client letters).
• Earned commendations for excellence in areas including work volume, accuracy and quality; ability to
learn and master new concepts; positive work ethic; and commitment to providing unsurpassed service.
• Proven competencies as an office administrator with the ability to empower others and foster cohesive
relationships.
• Process Development to apply current best practices to develop more refined processes.
FIRST NIAGARA BANK, Lockport, New York 2000 - 2013
Contact Center Learning and Development Manager, Vice President (2011 - 2013)
Managed a team of two Learning and Development Specialists covering Western New York and Eastern New
York Contact Center sites representing 200 employees. Worked with management team to correlate training
results with operational effectiveness. Handled continuous program development needs.
• Participated on several projects to design better practices and processes to increase Compliance and
Operational Risk Control, Workflow Efficiency, Organizational Perspective and Operational Readiness.
• Developed, maintained and facilitated training curriculum for new associates and supervisors.
• Coached Team Leaders, Learning and Development Specialists, and Operations Managers on: Employee
Disciplinary Action, Performance Appraisals, Development Plan, Career Paths and Specific Training needs.
• Designed and implemented the Quality Assurance and Call Monitoring program which increased
customer satisfaction by 5% in the first month along with compliance.
• Successfully oversaw recruitment, interviewing and candidate selection process to support significant
business growth across Western New York and Eastern New York.
• Worked closely with Human Resources Partners and vendors to reduce training costs by implementing a
robust recruitment process.
• Transitioned to a web based training environment from a paper based training environment.
Contact Center Learning and Development Specialist, Banking Officer (2008 - 2011)
Managed a team of two Learning and Development Specialists covering Western New York and Eastern New
York Contact Center sites representing 100 employees. Developed and maintained training curriculum for new
hires, existing staff training needs and supervisors as well as lead continuous program development needs.

3. • Created Learning and Development Solutions that aligned with organizational and business goals across
the Western New York, Eastern New York and Vendor relationship sites.
• Developed and delivered effective training programs; partnered with organizational business units to
design and implement training specific to their business unit functions to ensure customer satisfaction.
• Supported business acquisitions through training, developed training plan, designed curriculum, delivered
training to new hires and existing staff of several acquisitions.
• Provided coaching to Team Leaders, Learning and Development Specialists and Operations Managers in
the areas of: Employee Disciplinary Action, Performance Appraisals, Development Plans and Career Paths.
• Successfully oversaw recruitment, interviewing and candidate selection process across New York State.
PP ROFESSIONALROFESSIONAL EE XPERIENCEXPERIENCE (( CONTINUEDCONTINUED ))
Contact Center Team Leader (2004 - 2008)
Supervised and supported a team of 8 - 10 customer service representatives and assisted in the supervision of
entire Contact Center staff. Performed Quality Assurance Monitoring of all team members. Ensured customers
received appropriate information and assistance, enforced policies and procedures, and completed call activity
logs and reports. Completed employee performance evaluations. Served as Online Banking Content Expert.
• Identified and coached within areas of opportunity for further training and development.
• Successfully provided support to handle customer escalations and intercede on complex issues.
• Effectively ensured incoming calls were answered in a timely manner, calls were handled appropriately,
agents were available and sales goals were obtained.
Contact Center - Senior Customer Service Representative (2003 - 2004)
Contact Center - Customer Service Representative (2001 - 2003)
Provided excellent service to the customer at all times. Processed customer requests in a timely manner.
Maintained good communication with the customer. Sold products/services with integrity. Assisted the Team
Leader with daily supervision and workload of the team. Conducted mentoring sessions and side-by-side
monitoring with Customer Service Representatives.
• Promoted to Senior Customer Service Representative for excellent job performance.
• Acted as Online Banking content expert: developed, updated and delivered online banking training
material to Contact Center staff for online banking skillset. Completed all customer inquiries received
through online messaging service and company mailbox promptly and accurately.
• Remained in compliance with company standards relating to policy and procedure while providing
solutions or options to resolve customer matters.
• Independently handled customer issues regarding complaints with excellent de-escalation skills.
Contact Center Switchboard/Correspondence Operator (2000 - 2001)
Answered and directed internal and external customer calls. Provided information to assist customers with
questions regarding company matters.
EE DUCATIONDUCATION /P/P ROFESSIONALROFESSIONAL DD EVELOPMENTEVELOPMENT

4. Currently pursuing Associate’s Degree in Applied Sciences; Human Resources Management at Bryant and
Stratton College – (November 2013 – February 2017)