Heather E. Email & Phone Number

Support contact center leadership in leading a team of employees, and ensuring all team members are trained in processes and operational aspects, and in coaching employees through complex member issues.

United States

Responsible for leading a team of employees and interacting and assisting with members through a variety of communication channels. Assist members with self-serve education, lending transactions, budgets, account maintenance, and other account related issues. Support management by actively managing call volumes, coaching employees through complex issues, provide supervisor overrides and ensure all team members are trained in processes and operational aspects required for their role.

United States

Responsible for maintaining all day to day operations. Including hiring, training, interviewing, administering performance reviews, ordering products and supplies, merchandising, regulating cash flow and ensuring safety regulations were adhered to.Utilized merchandising skills to increase Margin over previous year and trained staff on how to successfully ad-on items at POS, increasing sales by an average of 3+ items per receipt.

United States

Maintained daily operations and merchandising, oversaw 50-80 employees, provided daily feedback and performance guidance for employees, completed interviewing and onboarding training, performance reviews, scheduling. Successfully created marketing events annually, increasing sales exponentially over previous year by utilizing zero cost publicity and merchandising techniques to increase POS.

United States

Responsible for increasing sales thru new merchandising concepts, efficiently scheduled staff to elevate peak sales, coordinated marketing events, managed 5-10 employees daily.Increased POS by 3-5 items per customer.Drove credit card sales from average of 3 per sales associate / per day, to average of 7 per sales associate / per day, by inputting the "Rule of 5."