Andrea Heiberger Email & Phone Number

Nashville, Tennessee, United States

Nashville, Tennessee

Supporting Health

Greater Nashville Area, Tn

Nashville, Tn

Relocated team operations to Nashville, TN and built a service focused team. Developed a training program that guided new hire success. Constantly evaluated the end to end experience and managed projects to improve the customer journey. • Recruited, hired, trained and managed new customer support team• Developed career progression plan for team members in partnership with HR • Developed training plan, documents and standardized performance expectations• Collaborated with multiple teams to improve operational efficiency • Managed multiple projects in rapidly changing start up environment

San Francisco Bay Area

• Collaborated with multiple teams (Marketing, Operations, Product and Legal) to standardize workflow processes and improve communication• Improved utilization by defining roles and responsibilities within the customer service team

San Francisco, California

Managed a unique, luxury customer experience where guests are introduced to the quality of the Nespresso brand. Oversees all in-store operations, including team development and project management while adhering to tight deadlines and aggressive sales targets.• Merged the food and retail business to provide a seamless customer experience• Reached across functions (retail, call center, regional sales, business to business sales) to generate sales leads and improve internal operational processes• Collaborated with field marketing team to develop and host brand building events that introduced new prospects and strengthened existing customer relationships.• Consolidated vendors, negotiated product cost and streamlined ordering processes to reduce operating costs YOY• Source, interview and on-board new team members. Guide staff training and development, delivering employee reviews• Provided team sales training, driving average customer spend 10% over LY• Operated at 100% food safety compliance and worked with suppliers to closes audit gaps and ensure safety audit complianceRead more about one customer's Nespresso experience at https://www.linkedin.com/pulse/how-successful-nespresso-way-tiffany-alexy

Managed all aspects of a high volume retail operation, including community involvement and sales growth, hiring, training and maintaining strong service standards.• Led tracking and forecasting of labor investments, sales and customer trends • Analyzed and reports store performance on key drivers daily, weekly and monthly • Drove store metrics, from 60% Customer OSAT to 90% OSAT, controllable contribution 157% to target, increasing transactions 7% over LY, increasing sales 13% over LY• Nominated as Manager of the Quarter (Q2 FY14) for delivering exceptional client service• Promoted from Barista after two years on strength of performance in the role

Data Analytics Jumpstart

Bs, Advertising

Advertising, Communication And Media Studies

Worked as an event supervisor at the on campus 10,000 seat arena. Studied French, Counseling, as well as Marketing with an emphasis.