Heather Morton Email & Phone Number

Baltimore, Md, Us

Baltimore, Md, Us

United States

Baltimore, Maryland, United States

Responsible for developing, implementing, and managing the paid media department's resource management strategy and insights. This department generated over $2 million in revenue for the agency annually, representing 25% of total revenue.

Owings Mills, Maryland

Oversaw and scheduled 400 associates across three locations in the US, ensuring optimal coverage and SLAs (80% customer satisfaction)

Owings Mills, Maryland

• Managed the contact center operations and staffing for multiple locations, including monitoring the inbound call traffic and incoming processing requests across all customer service centers, averaging over 3000 calls per day• Provided key insights to leadership team on day-to-day operations and helped identify and close financial gaps, enabling the company to grow profitably

Owings Mills, Maryland, United States

Provided world class customer service to individuals enrolled in retirement plans by addressing their inquiries and concerns. (Achieved 100% satisfaction rating from customers surveyed)• Developed an error tracker that led to the creation of better work practices; reduced errors by 50% awarding my team with the most outstanding team of the 4th Quarter.