Heather Herman Email & Phone Number

British Columbia, Canada

Vancouver, British Columbia, Canada

Maple Ridge, British Columbia, Canada

• SNC-Lavalin – Transmission & Distribution, October 29, 2014 – PresentField Operations Coordinator
• Manage pool vehicle program, including collection of driver abstracts and required policy acknowledgements, mileage tracking and vehicle inspections/maintenance
• Provide the Finance department with CRA personal mileage reports for fleet users
• Coordinate vehicle deploys and returns for fleet users
• Responsible for departmental inventory reports and confidential employee documentation
• Arrange accommodation reservations for field staff in AlbertaSNC-Lavalin – Transmission & Distribution, March 24, 2014 – October 28, 2014Field Administrative Assistant

Calgary, Canada Area

• Led programs and initiatives to improve the customer experience in business to business (B2B) and business to education (B2E) environments
• Planned, prepared and executed training programs and supporting documentation for remote support agents responsible for providing Tier 1 support to customers
• Led collaborative sessions with support staff and internal subject matter experts to develop and implement processes and procedures aimed at reducing the total cost of service
• Facilitated sessions with management and other teams to create awareness of product issues and led open discussions to create actions plans to increase customer satisfaction
• Created process maps, process trees and decision trees to present and implement new and/or changed internal processes with managers and team leads
• Designed and executed an alternative training method for customer support agents to reduce training costs while ensuring agent engagement

Calgary, Canada Area

• Coordinated training courses by preparing course materials and communicating with class attendees, Training Manager and instructor on course details
• Created and edited intranet content for an external client using Microsoft Visual Studio
• Supported Project Manager in creating information flowcharts to support newly formalized external client processes using Microsoft Visio

• Supported the customer experience by resolving technical issues
• Collaborated with different departments to ensure access to timely information on product specifications and enhancements to support their activities
• Collected and reported information on key metrics and analytics to management to support operational decision-making
• Managed multiple tasks in SAP to ensure the accuracy of customer contact and payment information
• Contacted existing customers to proactively ensure satisfaction and identify additional selling opportunities

Calgary, Canada Area

• Acted in a client-focused role where professional communication and accurate information processing were required to effectively strengthen customer relationships
• Required to liaise consistently with proper contacts to collect proper documentation to ensure the successful clearance of daily client shipments
• Responsible for submitting precise information for the clearances of rail, truck and air transport shipments