Heather Marsten Email and Phone Number
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Accomplished Operations Manager with over 20 years experience, numerous promotions, and a proven history of delivering dramatic cost savings while improving customer satisfaction through root cause analysis and optimization of processes. Extensive experience supporting new software roll outs and product launches with proven success identifying bugs and call drivers quickly, minimizing potential churn impacts and additional support costs.Specialties: Customer Impact Reduction, Product Roll-out Strategies, Process Development, Optimization Strategies, Cost Reduction Tactics, Operational Efficiency, Partner & Vendor Relations, Outsourced Partner Management
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Engagement DirectorEnvoy May 2016 - PresentSan Francisco, California, UsPartner with both new and existing customers to design, customize, and implement Zendesk software resulting in workflow optimization and operational efficiency improvements. Recommend best practices across various support industries to achieve improvements in customer satisfaction, ticket deflection, and first contact resolution rates.• Manage all projects from kick-off through post-launch support ensuring that all engagement goals and timelines are met.• Create and present customized agent training catered to each clients’ configurations and needs.• Identify opportunities for further optimization and recommend software upgrades to achieve clients’ operational goals.
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Customer Support Operations Consultant / Independent ContractorQumu Corporation Nov 2013 - Dec 2015Minneapolis, Mn, UsIntroduced and led multiple support initiatives to improve operational efficiency and increase customer satisfaction ratings. Focused on achieving business results through the creation, execution and management of strategic projects that improved customer support performance while supporting company-wide goals & objectives. Responsible for the migration, customization and administration of new Customer Support ticketing system (Zendesk) and the creation of new customer facing Help Center. Implemented Customer Satisfaction Surveys and moved monthly results from 92% to 98% through performance management of support team and enhancements to the training program. -
Director, Customer Support Operations StrategyEarthlink Oct 2006 - Dec 2011Operational responsibility for EarthLink and PeoplePC Technical Support across 8 outsourced delivery centers worldwide. Strategic ownership of cost reduction initiatives and service delivery improvements. Accountable for driving key business metrics, including Contact Rates, Customer Satisfaction (CSAT), first-call resolution and Average Handle Time for all products.
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Director, Customer Care Peoplepc / EarthlinkEarthlink Oct 2005 - Oct 2006Atlanta, Georgia, UsManaged department of 16 employees. Member of the PeoplePC Executive Team presenting quarterly results to EarthLink’s CEO. Lead liaison between EarthLink Support organization in Atlanta and PeoplePC support department in San Francisco. -
Senior Manager, Customer Care - Peoplepc / EarthlinkEarthlink Jan 2003 - Oct 2005Atlanta, Georgia, UsManaged department of 12 employees. Ownership of PeoplePC Telesales, Retention, Customer Service, Technical Support, Training and Quality and Headquarters’ Customer Care.
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Manager Of Process Development / Office Of The PresidentPeoplepc (Acquired By Earthlink) Dec 1999 - Jan 2003Identified and created customer support process improvements to increase efficiencies and improve customer satisfaction. Owned and resolved all Executive Escalations including Legal, Better Business Bureau, Media and Office of the President complaints
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Team Supervisor, American Express Platinum & Centurion AccountLesconcieges 1994 - 1999Managed team of 8 senior concierges dealing with American Express' highest net worth members in a fast paced call center environment. Successfully launched Concierge service for AMEX Centurion Black Card.
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General Manager, Nob Hill Lambourne HotelJoie De Vivre Hospitality 1993 - 1994San Francisco, Ca, UsManaged the daily operations of a 20-room luxury hotel and spa achieving 9% increase in occupancy levels and 20% reduction in operating expenses.
Heather Marsten Skills
Heather Marsten Education Details
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University Of Colorado BoulderPsychology
Frequently Asked Questions about Heather Marsten
What company does Heather Marsten work for?
Heather Marsten works for Envoy
What is Heather Marsten's role at the current company?
Heather Marsten's current role is Customer Support Operations Leader and Certified Zendesk Support Administrator.
What is Heather Marsten's email address?
Heather Marsten's email address is hm****@****ast.net
What schools did Heather Marsten attend?
Heather Marsten attended University Of Colorado Boulder.
What skills is Heather Marsten known for?
Heather Marsten has skills like Strategy, Management, Process Improvement, Cross Functional Team Leadership, Call Centers, Crm, Call Center, Vendor Management, Operational Efficiency, Service Delivery, Outsourcing, Program Management.
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