Heather Calhoun Email & Phone Number

Knoxville, Tennessee, United States

• Web portal support for clients, suppliers, and employees for branding project management.• Created over 90 technical procedure documents.• Processed WebPortal HelpDesk tickets through Jira as well as updated portal implementation forms• Conducted production review testing• Created new user accounts and reset passwords• Added projects to sites and updated site and/or project statuses as needed• Processed contact imports to assign contacts to sites or projects• Assigned/canceled/reassigned dispatches to distribute surveys and checklists to suppliers• Trained new hires and assisted with audits as needed• Also worked on rebranding project for merger of SunTrust and BB&T to Truist.

Knoxville, Tennessee, United States

Managed Fulfillment Quality Control Team, consisting of New Boarding QC, Add Equipment Services QC, Masterfile Maintenance QC, Admins, Team Leads, and an Assistant Manager (20 employees total)• Coordinated with Add Equipment Services, Masterfile Maintenance, & New Boarding teams to discuss error trends, performance issues, and procedure updates.• Coordinated with Finance and Compliance teams to demonstrate adherence to SOX audit controls.• Ensured team was aware of and trained on any system updates & procedure changes.• Reviewed job aids to make sure they were accurate and up-to-date.• Completed reporting daily, weekly, and monthly.• Conducted analysis to determine if existing reports were functioning accurately and/or were still relevant to current processes/procedures.

Knoxville, Tennessee Area

Managed Fulfillment Support Team, consisting of Project Analysts, Payroll Clerks, Trainer, Reporting Analyst, and an Audit Analyst. Heavy focus on production releases to ensure seamless transition of system updates, policy updates, and procedure changes with attention to both the internal and external customer experience.• Revamped several antiquated procedures for Project Analysts, Reporting Analyst, and Trainer to ensure more secure and efficient processes.• Worked with Trainer to develop a better training program, taking feedback from new hires into consideration.• Revamped monthly presentations from MS Word documents to PowerPoint to better captivate the audience.• Assisted employees with prioritization of tasks and in some cases elimination of unnecessary or redundant tasks.• Implemented a standardized naming convention for all shared documents.• Coordinated with Compliance Analysts on audit requests and coached Audit Analysts on responses.• Provided feedback and coaching opportunities to management who had employees with errors.

Knoxville, Tn

Managed 9 individuals, an Assistant Manager, Quality Control Analyst, and 7 Customer Engagement Specialists who were responsible for logging all complaints for Elavon North America. Also conducted root cause and trend analysis for US Bank and Elavon.• Created PowerPoint presentations and co-hosted global quarterly presentations for US Bank Enterprise Complaints Management (USB ECM).• Created monthly trend analysis presentations to alert Elavon Senior Leadership teams of areas of improvement and gather feedback on remediation efforts.• Liaison between Elavon departments/executives and USB ECM advising of process improvements in an effort to decrease complaints.• Handled customer complaint calls escalated to the CEO or any other senior executives.

Knoxville, Tennessee Area

Conducted Annual Due Diligence and Overall Compliance of Member Service Providers (MSP’s) seeking to become established as Independent Sales Offices with Elavon.• Collected and reviewed documents provided by potential and established MSP’s.• Processed background, credit, and OFAC checks on owners/principals of MSP offices with focus on resolution of derogatory credit with US Bank.• Worked with the Visa, MasterCard, Discover, and American Express to register/terminate MSP offices.• Initiated holds on residuals of MSP’s who were out of compliance for due diligence violations and/or other breaches of contract• Performed quarterly reporting for Visa regarding chargeback percentages for MSP offices

Knoxville, Tennessee Area

Managed 12 collectors and motivated them to meet or exceed the monthly goal of $1.7M or higher for North American accounts.• Collected sensitive accounts with balances of >$50,000 and notified Loss Prevention of accounts with suspicious transactions.• Assisted employees with complex accounts and handled escalated calls.• Developed a new employee training guide with emphasis on seasoned collectors training in the areas in which they are strongest.• Developed a collections procedure manual. Was responsible for updating new procedures, deleting old ones, and notifying employees of all changes. Was also responsible for updating procedures on department website.• Conducted quality control on collection accounts.

Kingsport, Tn

* Oversaw collections for 15 branches nationwide* Was responsible for testing, hiring/termination, training, and supervision of employees, as well as assisting them with problem accounts* Ensured all credit card orders were processed completely, orders were entered correctly, and had proper documentation of tax exemption certificates* Assisted with internal audits* Was chosen by the president of the company to lead a committee to improve the collections process from the time of customer set-up to the point of turning them over to a collection agency

Gray, Tn

* Was responsible for analysis of credit applications and investigated suspected fraudulent applications* Processed applications escalated by Credit Analysts and Credit Representatives* Trained new hires and existing employees for promotion* Was accepted with 42 others out of 2,000 employees to participate in the SPS leadership program* Was the vice chairperson on the Employee Opinion Survey Committee