Heather Sharp Email & Phone Number

Phoenix, Arizona, United States

Seattle, Washington, United States

Greater Chicago Area - Remote Working In Phoenix

*Aligned Senior Leaders with globalization strategy that complied with legislative requirements, while collaborating with key stakeholders to optimize process and implementing technical solutions *Delivered 66% reduction in resources, yielding 75% increase in efficiency and 70% reduction in SLA *Achieved 90% reduction in avoidable volume into GDPR operations by driving self-service solutions *Owned vendor relationship for privacy SaaS product and implemented enhancement requirements yielding 40% lift in workflow efficiency, optimized user experience and readiness for automation *Devised global approach for data privacy request processing and implemented CCPA/Nevada regulations across sales and servicing operations, ensuring company compliance by January 1, 2020

Greater Chicago Area - Remote Working In Phoenix, Az

*Transformed the performance of the instructional design team by recruiting appropriate talent, implementing capabilities for electronic design and delivery formats while restructuring SOP’s and establishing KPI’s *Launched Saba/Captivate platforms which centralized the training content and drove a 23% improvement in efficiency and consistency across design and delivery *Guided and developed a team of 6 instructional designers and managed day to day output requirements, achieving 38% sustained lift for on-time completion rate within 3 months *Headed new hire training redesign efforts with vendor, mitigating foundational skill gaps for customer service employees, yielding 15% reduction in new hire attrition *Originated learning path and designed training content for General Data Protection Regulation (GDPR) for sales and servicing teams, including a 4-day curriculum for dedicated privacy support team *Took over the training program to implement solutions that established call flows and enabled the agents to manage conversations and create positive experiences with high-profile customers

Greater Chicago Area - Remote Working In Phoenix, Az

*Owned and implemented global initiatives that improved customer and merchant experiences *Collaborated with technology to introduce skill queues, which established primary and overflow queues, launched escalation support, and ensured timely supervisor escalations across multiple communication channels *Established and maintained effective collaboration with technology to build primary and overflow skills, and launch multi-lingual support, ensuring timely escalations to meet customer needs *Enhanced escalation efficiency by ~80% and customer satisfaction by ~22% through the development of Standard Operating Procedures (SOP), training content, post launch controls, reporting *Re-designed merchant scorecard and informed UI/UX design to enable proactive and targeted discussions between sales reps and merchants, while defining pilot teams in EMEA and APAC *Directed and inspired 3 project managers to deliver on various projects to eliminate gaps between customer expectations and service delivery, while executing on the engagement and strategy roadmap

Phoenix, Arizona Area

*Led the development and delivery of an intuitive global customer relationship management MVP that enabled relationship managers to ensure portfolio compliance for premium cardmembers *Partnered with 3rd party vendors and IT leaders to design the UI/UX, advocating for the voice of the agent to define requirements, functionality and prioritization throughout the system design and development process *Reduced operational risks by 95% by redesigning the CRM to enable effective call management consistently *Improved product pre-launch advocacy, and yielded adoption rate of 98% within first two weeks of pilot, through formulating and executing iterative design validation processes which provided robust user feedback *Built and implemented a Customer Relationship Management (CRM) tool that enabled agents to capture critical information that supported the delivery of high-touch, white glove customer experiences *Served as the voice of the agent and resource advocate to liaise between the technology and business teams *Designed and executed the Centurion card member early tenure strategy, that ensured members realized full membership benefits during the first year, through a differentiated luxury experience, which increased renewals *Recognized for outstanding efforts and effectiveness of initiatives as CEM, and the implementation of high-touch VIP customer relationships management strategies that drastically increased customer satisfaction

Phoenix, Arizona Area

*Implemented a sandbox environment to test effectiveness of the call roadmap by weaving required scripts into the natural flow of high value conversations for testing and vetting premium cardmembers *Achieved 35% reduction in After-Call Work (ACW) across the network, by reengineering the framework for call handling, successfully meeting the five-month $1.3B reengineering target *Reformulated and implemented a call flow roadmap to improve the Refer-to-Friend (RTF) scores, that identified and targeted knowledge gaps among underperforming new hires (in-house and vendor sites); attained significant increase in loyalty scores, up to 400% per agent *Reimagined and implemented AX Connect travel disruption tool in 9 global markets within 6-month period, including design, delivery, and training that transformed the customer experience and enabled team members to proactively communicate to customers impacted by crises in real time

Phoenix, Arizona Area

Greater New York City Area