Heather Kratzer Email & Phone Number

Sidney, Ne, Us

United States

Member of IT Leadership team supporting the CIO through the integration of two multibillion-dollar international companies – including retail, manufacturing and hospitality divisions. Provide CIO and other executive leaders with data to support strategic decision making, financial planning, budget justification, chargeback/allocation, and benchmarking. Lead teams responsible for the management of project and program portfolios. Oversee the prioritization of project demand, funding of initiatives, ensuring resource capacity and availability and managing interdependencies between programs and portfolios. Direct personnel and contractors during planning, execution and delivery of projects. Oversee personnel responsible for management of IT contracts, contractors, hardware and software assets for the enterprise. Oversight includes 6 direct reports, 30 personnel and IT budgets greater than $100M.

United States

Oversaw personnel supporting POS technology, retail applications, networking/infrastructure deployment and key technology applications across 76 retail stores. Led personnel responsible for development/support at cabelas.com and mobile applications; and 24x7 comprehensive enterprise service desk supporting staff at the corporate office, the distribution centers, and retail locations. Oversight included 6 direct reports, 125 personnel.

United States

Directed all customer relations functions encompassing call center orders and 24x7 customer service inquiries via call, email, and chat. Oversaw workforce management team, QA team, technology support team, and reporting/analytics across 5 locations. Oversight included: 7 direct reports, up to 1,000 personnel in peak season, and $175M in sales.▪ Improved customer experience and decreased wait times (decreased call time 19 seconds; delay time by 50%) by initiating a partnership with an external staffing company to meet increased call volume (reduced abandoned calls 14%). Oversaw successful integration to ensure functionality, increasing service level 3.7%.▪ Initiated key partnerships to attain critical metrics of customer experience on website; actively resolved concerns, ultimately increasing website self-service activity and reducing calls to customer service.▪ Selected to participate on a core team developing and rolling out a data incident response plan to prepare for the possibility of a data breach.

United States

Led team providing operational support to a 24x7 call center, driving improvements to customer service. Oversight included 8 direct reports.▪ Ensured stability and functionality of systems throughout implementation of a new CRM system which significantly increased efficiency.▪ Managed special projects team responsible for changes to reduce labor costs while improving customer experience. ▪ Oversaw team analyzing customer speech, fraud, chargeback, support and other key business metrics.

United States

Led multiple implementations of a new CRM system to support company’s rapid growth, leading 20 personnel from across the company. ▪ Collaborated with internal IT staff and third-party consulting firm to manage CRM implementation through multiple phases. Oversaw business resources, change management, stakeholder communication, business requirement definition, user testing/training, and transition plans.

United States

United States

Bachelor'S Degree, Business Administration And Management, General

Associate Of Arts - Aa, Business Administration And Management, General