Baylan Hefferman Email & Phone Number

Fort Collins, CO, US

Loveland, Colorado, United States

• Engage with internal customers at branches around the United States to ready them for transition from legacy software to SAP, providing support, testing and data validation.
• Supporting up to fifteen internal customers concurrently increasing data readiness for transition by a minimum of 88% during four-week time frame
• Developed and maintained strong business relationships with internal branches, identifying new data construction techniques, creative solutions, and test environments
• Collaborated with Foundation Data Team and other team members to provide weekly updates and recommendations, reducing the overall branch transition time by one full week
• Constructed training materials resulting in a reduction of onboarding time by 66% for new Data Validation Analysts

Fort Collins, Colorado, United States

• Operation Analyst with significant customer-facing experience supporting logistics and warehouse management. Implemented creative conflict resolution strategies and soft skills training across the team, improving.
• Optimized fuel and routing efficiency for 5–7 accounts concurrently, achieving 10-15% cost reductions per account, improving overall business profitability in three months
• Collaborated in 10% increase in sales of GPS devices over 2–3 months by supporting internal and external stakeholders on GPS software devices and system configuration
• Leveraged product feedback and customer requests to form three actionable feature requests, resulting in enhanced product features and customer satisfaction
• Facilitated on-site and virtual training sessions for groups of 30+ staff, enhancing their proficiency in Encompass's logistics and forecasting platforms, resulting in client teams becoming operational within two weeks

Loveland, CO

• Oversaw 8–10 specialists ensuring customer compliance and providing industry best practices, while reducing email delivery risks and enhancing CX for one of the largest digital and email marketing SaaS platforms.
• Developed and maintained innovative new hire onboarding curriculum prioritizing enhanced hiring processes, training documentation, itemized deliverables and accurate tracking, elevating caliber of new team members.
• Accountable for utilizing Q&A assessments, one-on-one coaching, Salesforce dashboards, and other key metrics to identify opportunities for improvement, resulting in a 4.5% team CSAT score increase in 4 months
• Led post-proposal debriefing analysis with internal teams to facilitate learning which and improve customer satisfaction.
• Improved casework efficiency for customer-facing representatives by updating a custom Salesforce form, leading to a 10% decrease in department ACW in one month
• Leveraged data to spearhead retention training and proactive support, boosting customer retention from 88% to 95% in three months, increasing revenue while still meeting CSAT goals and customer needs

Loveland, Colorado