Heather L. Smith Email and Phone Number
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Heather L. Smith personal email
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I have a track record for getting organizations back on track - aligning staffing, physical plant, business processes and technology resources to meet strategic revenue and efficiency goals. While much of my experience has been in the Inside Sales and Business Process Outsourcing (BPO) industries, sound operations leadership principles are industry agnostic. Over time I've built a reputation for thriving in environments where the operational bottlenecks are real, and the list of "tried and failed" strategies to open those bottlenecks has failed. What have I learned? Employee engagement and a culture based on personal accountability and mutual respect are non-negotiable table-stakes on the path to a successful turnaround. Areas of expertise:Sales operation leadershipBusiness operations transformationDirect P&L responsibilityRoot cause analysisEmployee engagement and retentionStrategy development and executionStrategic relationship developmentGlobal operations leadershipCultivation of high-performance cultures and teamsLean Six Sigma (LSS) Green Belt Certifiedsmithhl7844@gmail.com
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Chief Executive OfficerVelocitii May 2022 - PresentMedina, Ny, Us
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Chief Operating OfficerVelocitii Aug 2020 - PresentMedina, Ny, UsVelocitii helps companies grow by partnering with brands and organizations to create opportunities, find new customers, generate revenue and build powerful connections at every touchpoint. Responsible for leading the charge with designing, planning, and implementing business strategies that drive value for customers and take the organization to the next level.
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Vice President Of Transformation And Customer ExperienceEssilor Aug 2018 - Aug 2020Charenton Le Pont Cedex, FrResponsible for large scale, highly complex project leadership and change management tied to overall strategic and operational initiatives and business strategy. Accountable for leading the creation and execution of a 2-3 year Operations Roadmap that will result in a transformed Lab Operations Network and Customer Experience organization. After two months, assumed direct operational responsibility for the Customer Experience organization comprised of 700+ Customer Service employees supporting 120+ labs.Act as conduit between sales and operations to ensure alignment on objectives and the pace/path to achieve superior business resultsEstablish and lead transformation office encompassing Lab Operations, Supply Chain and Customer Service.Facilitate creation of future state/desired state Lab Operations, Supply Chain and Customer Experience organization, operating model and processes.Lead Customer Experience organization through large scale transformation to create customer service and order entry functions that are viewed as competitive differentiators in the marketplace. -
Vice President, TransformationEssilor May 2018 - Aug 2020Charenton Le Pont Cedex, Fr
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Senior Vice President, Global Delivery TransformationConduent Jan 2017 - Jan 2018Florham Park, New Jersey, UsConduent was formed as a result of the spinoff of the Business Process Outsourcing business from Xerox. Conduent exited the Rochester market.Responsible for driving large-scale, strategic transformation initiatives across service delivery to improve productivity, profitability, and employee and client satisfaction. Supports modernization projects that incorporate innovative solutions in service offerings to accelerate revenue and margin growth.Key leader in strategic transformation of Commercial and Healthcare sectors, contributing >$170M toward cost optimization goal.Drove global transformation of real estate portfolio; on track to deliver >$100M in savings. -
Senior Vice President, Global Delivery TransformationXerox Jan 2016 - Dec 2016Norwalk, Connecticut, UsResponsible for driving strategic transformation initiatives across service delivery to improve productivity, profitability, and employee and client satisfaction. Supports modernization projects that incorporate innovative solutions in service offerings to accelerate revenue and margin growth.Led initiatives to consolidate and optimize the facilities footprint for Xerox Services, in preparation of the separation of the services business from Xerox, resulting in annualized savings of more than $33M.Streamlined deal review process to ensure appropriate governance and approvals while reducing the elapsed time by 50%. -
Senior Vice President, Customer Care, North AmericaXerox Feb 2015 - Jan 2016Norwalk, Connecticut, UsResponsible for leading the service delivery organization for the Customer Service organization supporting North American clients. Oversight of 35,000 + employees located in US, near shore and offshore sites.and $1.4B revenue.Implemented rigorous governance process focused on achieving predictability in financial performance and consistent client satisfaction.Developed and implemented transformational playbook for call centers resulting in reduction of call center agent attrition by 35%.Personally led the turnaround of key underperforming accounts resulting in improved client satisfaction, operational leadership stability and return to profitability.
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Senior Vice President, Inside Sales And Offshore OperationsXerox Jul 2008 - Feb 2015Norwalk, Connecticut, UsTransformed the inside sales organization from one viewed as an internal vendor of services to a partner and consultant on the use of inside sales as part of the go-to-market strategies for the Xerox Operating Companies.Combined the strengths in business process outsourcing, global call center operations and business-to-business sales management to create a new revenue stream for Xerox focused on outsourced Business to Business Inside Sales for new clients. Responsible for the vision and strategic direction of the organization while delivering against stakeholder expectations and building a new revenue stream leveraging the unique competencies within Xerox. Through reorganization and operational efficiencies, decreased overhead costs of Inside Sales organization by $500K annually.Identified areas of Xerox business that could leverage the synergies of the new acquired BPO company resulting in $14.8M in operational costs savings.
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Vice President Inside SalesUnisys Sep 1984 - Jul 2008Blue Bell, Pennsylvania, UsHeld various position of increased responsibility based on my consistent performance throughout my career at Unisys.
Heather L. Smith Skills
Heather L. Smith Education Details
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North Carolina State UniversityBusiness Management -
The Wharton SchoolGeneral Management
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University Of Virginia Darden School Of BusinessExecutive Development
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Northwestern University - Kellogg School Of ManagementExecutive Development
Frequently Asked Questions about Heather L. Smith
What company does Heather L. Smith work for?
Heather L. Smith works for Velocitii
What is Heather L. Smith's role at the current company?
Heather L. Smith's current role is Business Transformation/Operational Excellence Leader.
What is Heather L. Smith's email address?
Heather L. Smith's email address is he****@****rox.com
What is Heather L. Smith's direct phone number?
Heather L. Smith's direct phone number is +158530*****
What schools did Heather L. Smith attend?
Heather L. Smith attended North Carolina State University, The Wharton School, University Of Virginia Darden School Of Business, Northwestern University - Kellogg School Of Management.
What are some of Heather L. Smith's interests?
Heather L. Smith has interest in Children, Health.
What skills is Heather L. Smith known for?
Heather L. Smith has skills like Solution Selling, Management, Outsourcing, Account Management, Strategy, Business Development, B2b, Managed Services, Professional Services, Cross Functional Team Leadership, Sales Process, Crm.
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