Heather Conrad is a results-driven manager with over 15 years of experience in the healthcare industry, specifically at Highmark Blue Cross Blue Shield and its predecessor Blue Cross of Northeastern Pennsylvania. She has led multiple projects involving technology integration and process improvements. Currently she manages a team that focuses on performance improvement, quality assurance, and training. Previously she held supervisory roles overseeing customer service representatives and a performance coaching program. Heather has a bachelor's degree in psychology and certifications in lean process improvement and speech analytics. She has received several awards for her work on culture change and performance improvement initiatives.

1. Heather L. Conrad
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CAREER HIGHLIGHTS
 Results-driven Manager with 8 years progressive leadership experience.
 Project manager and key team member for multiple technology integrations including Call Center/Customer Service
Technologies (Nexidia, NICE, Genesys/Nuance and Avaya)
 Served as process implementation assistant project manager for all telephony call and skills based routing for ACA Health
Care Reform preparation and integration and with Highmark Inc.
 Project lead, working with multiple internal and external clients, for the implementation of transformational culture
change initiatives focused on leadership style, employee engagement/awareness, lean process improvement, and
rewards and recognition.
PROFESSIONAL EXPERIENCE
Highmark Blue Cross and Blue Shield (June, 2015 - Present)
Formerly Blue Cross of Northeastern Pennsylvania (April, 2003-June, 2015)
(Wilkes-Barre, PA)
Manager, Performance Improvement/Command Center (December, 2011 through Present)
 Responsible for leading the contact center support services team including Lean Process Improvement, Quality
Assurance, Performance Coaching, Training & Development, Workforce Management and Data Analytics.
 Manages Workplace Learning and Training functions focused on a blended learning environment of continuous
improvement, employee engagement, and stakeholder education.
 Manages service quality engineers and analysts responsible for all customer operations KPI metrics, production
management data collection, forecasting and time-study related activities.
 Manages Nexidia speech analytics technology, enabling data mining capability to drive gap analysis, support process
improvements, capture call center drivers, and determine staff development needs.
 Serves as participant on the Service Quality Management Subcommittee to report on key metrics and develop action
plans required for NCQA accreditation.
 Transformed the relationship between support services team members and call center leadership to ensure an
integrated model for individual performance advancement and overall process improvement.
Blue Cross of Northeastern Pennsylvania (April, 2003 – June, 2015)
(Wilkes-Barre, PA)
Supervisor, Performance Improvement (May, 2009-December, 2011)
 Responsible for leading the contact center support services team including Lean Process Improvement, Quality
Assurance, and Performance Coaching.
 Managed Performance Coach model that combined elements of quality assurance, technical subject matter expert
assistance and one-on-one coaching functions into one role that supports the overall strategy of customer loyalty.
Efficiencies realized include 30% reduction in department FTEs, 25% increase in QA productivity, and 35% improvement
to coach line ASA.

2.  Participated in the development of the divisional Lean Continuous Process Improvement (CPI) model, ultimately
approved by the CPI steering committee and adopted organization-wide. Oversaw the facilitation of over 25 CPI projects
within Customer Operations. Savings are estimated at over $250,000 and 20,000 work hours.
Supervisor, Customer Operations Member Services (August, 2007-May, 2009)
 Managed the Member Services Representatives day-to-day handling of member and provider inquiries. Coached staff to
achieve optimum quality and productivity; handled escalated calls/issues and continuously sought to improve service
levels while supporting flexibility in response to changing business needs. Provided input into hiring decisions, evaluated
staff performance and conducted performance appraisals.
Trainer, Technical Training Specialist (August, 2005-August, 2007)
 Responsible for meeting all near-term and long-range technical training needs of the staff in Customer Operations.
Accountabilities included independent preparation, delivery, revision and evaluation of all technical and
soft skills training for Member Service Representatives.
 Utilized various training methods such as individual coaching, lecturing, demonstrations, e-learning and video workshops.
Developed and implemented teaching aids such as curriculums, training manuals, and visual aids.
EDUCATION
Clarion University of Pennsylvania, Clarion, PA - Bachelor of Science (May, 2002)
Major: Psychology
CERTIFICATIONS & ASSOCIATIONS
Palladium: Certified Facilitator Lean Continuous Process Improvement
Certified to facilitate and manage Lean Continuous Process Improvement initiatives.
AWARDS & RECOGNITION
 2014 Best in Blue Award (Blue Cross Blue Shield Association): Culture Change for an Improved Customer
Experience
 2011 MTM Best Practice Award (Blue Cross Blue Shield Association): Integrating Speech Analytics into the
Customer Experience Program.
 2010 MTM Best Practice Award (Blue Cross Blue Shield Association): Performance Coaching Program
 2010 Corporate Executive Board (Customer Contact Council) Best Practice: Performance Coaching Program