Heather Kam Email & Phone Number

Highlights Launched Learning Management System. Researched LMS options; made a proposal to company leadership; negotiated a contract with LMS rep; and set up and launched courses in the chosen LMS. Helped train machine-learning model. Helped define and build analysis of incoming messages that included sentiment and conversational cues paired with specific de-escalation techniques. Launched roleplay simulator. Researched common conversation themes in customer service; drafted branches of a conversation; built logic jumps to follow each branch; tested submissions.Content-creation. Drafted content for a training program designed to teach customer-service agents data-backed techniques to de-escalate conversations. Content includes: training modules, learning objectives, onboarding copy, quizzes, roleplays, micro-learning copy. Research. Various research projects as the product developed. Interviewed leaders and customer-service professionals around the country. Conducted client discovery: needs analysis on client data and strategy meetings. Completed competitive analysis with SWOT analyses.

Hampton Roads, Va

Head of Coaching (Oct. 2017–Dec. 2017) • Defined newly created position before exit to Loris • Managed four Coaches and 500+ Crisis CounselorsHead of Training Product (July. 2016–June 2017) — rotating role • Launched adaptive roleplay simulator that uses sentiment analysis to grade submissions • Launched social network for all-remote community of volunteer Crisis Counselors • Launched a scalable version of webinars for training • Triaged and saw fix of bugs in training product • Oversaw user-testing of training product Head of Applications (Aug. 2015–Apr. 2016) — rotating role • Created initial application policies for Crisis Counselors • Reviewed applications on a rolling basis • Answered questions from applicants • Handled drip campaign to keep applicants engaged before training

• Sourced and screened strong candidates for legal positions in the Dallas–Fort Worth Metroplex. • Created and maintained relationships with law firms and corporate legal departments. • Worked with a team to understand open positions and available candidates. • Coordinated interviews on- and off-site, including back-to-back interviewing events. • Maintained client and candidate databases.

• Handled corporate recruiting and training for home office and nationwide seminars. • Handled matters for company president: managed calendar, arranged appointments (professional and private), protected privacy, updated house staff, sent detailed reports when he’s traveling.• Managed day-to-day affairs of the office: supervised staff, coordinated projects, maintained office calendar, worked with IT on website development. • Planned events: negotiated contracts with hotels, provided information to on-site coordinators for private events, coordinated with hotel staff for public events, booked guestrooms, arranged drivers, oversaw maintenance of registration list and all shipping to events, oversaw mailings.• Provided editing/typing skills: edited working manuscripts, proofread final versions, typed articles for publication, maintained master manuscript for book published in January 2013.• Performed legal research/writing: Researched on Westlaw and LexisNexis, edited legal writing of other staff members.

Juris Doctor

Activities and Societies: International Law

Bachelor Of Arts (B.A.), Historical Studies

Activities and Societies: National Organization of Women