Heather Boyd Email & Phone Number

Tucker, Ga, Us

Norcross, Ga, Us

• Reported directly to the VP of Customer Experience to spearhead special cross-functional strategic projects, ensuring alignment with company goals and customer expectations.• Acted as a pivotal liaison between Customer Experience and Finance, meticulously verifying customer-facing project financials for accuracy and compliance.• Served as the primary financial point of contact for the PMO, developing comprehensive financial training documentation and leading engaging training sessions to enhance team proficiency.• Engineered standardized executive project reporting mechanisms, fostering more insightful discussions, and facilitating a clearer understanding of project complexities and resolutions.• Managed customer-facing deployments for large-scale mobile device refresh programs, overseeing thousands of units and accessories across 100+ locations. Majority of clients had an ACV >$1M.• Successfully led a Proof of Concept (POC) with a prominent international medical SaaS provider conducting clinical trials globally. Created domestic and international workflows, setting best practices for future healthcare clients.• Orchestrated the development of international ordering portals, collaborating with customers to gather requirements and working with the internal development team to automate manual processes.• Implemented a workflow within ServiceNow for the Customer Experience team to submit backlog/revenue adjustments, ensuring efficient tracking of historical changes.

Atlanta, Ga, Us

• Reported directly to the CFO and CTO; worked closely with other C-level and VP executives• Implemented Planful (fka Host Analytics); built month end close executive reporting, training documents, managed work force planning, trained administrative duties to financial planning and analysis staff, managed support communications between Fusion and Planful• Managed the corporate project portfolio and created business cases for new projects to stack rank on a NPV basis; held bi-weekly meetings with C-level executives to discuss statuses of projects• Implemented Microsoft Project for the web as a standardized tool used throughout the enterprise for project management; created instructional documentation for end users• Continued to support commercial Chapter 11 claims management for on-going objections, reclassifications, and withdrawals• Completed Project Management Professional (PMP)® course in June 2020; currently preparing for PMP exam• Created the PMO with other project managers across the enterprise; standardized communication plans, financial business cases, process and procedures across the organization; Created Power BI dashboards for project portfolio management for Network Engineering organization• Managed a portfolio of Network Operations projects to right-size infrastructure, upgrade EOL technology, and support cost-containment initiatives.• Managed high-profile finance projects to reduce expense, increase revenue, implement major tax and FUSF updates to the billing systems

Atlanta, Ga, Us

• Assisted with Chapter 11 filing preparation by preparing critical vendor analyses with C-level executives, identification of all contractors and staffing agencies for wage motion consideration, collected all active contracts and agreements from four legacy entities spanning thousands of contracts and vendors• Assisted in assumed contract and cure payment analysis; negotiated with vendors with which we had pre-petition liabilities; often negotiating the balances to 25¢ to 35¢ on the dollar; negotiated a total of $1.5M savings in pre-petition liabilities• Assisted our restructuring consulting firm with clearing or claims registry post-bankruptcy; helped identify admin priority claims, 503(b)(9) claims, and general unsecured claims• Handled the systematic planning of personnel in TM1 for ~1000 employees; served as a TM1 administration backup• Served as a financial point person to Network Operations, Service Delivery, and Customer Service

Atlanta, Georgia, Us

• System administrator for Adaptive Insights, managing nearly 800 active users, revamped and expanded end user training guide, provided end user training• Supported budget responsibilities for $1B annual revenue budget; coordinated budget deadlines and corporate budget memo, gathered all corporate budgeted group buys and expenses and allocated to over 60 divisions• Assisted in Adaptive personnel model restructure for over 4,000 employees• Managed weekly forecast process for nearly 100 individual companies within organization

Atlanta, Georgia, Us

• Assisted Weather Group with Host Analytics Administration and Implementation• Created robust financial reporting to increase FP&A efficiency• Trained Finance team to enhance Host Analytics skills• Built Data Load Rules for Detailed HR; created a process by which actual HR data can be loaded into system for FP&A• Managed balance sheet project; consumed balance sheet accounts from PeopleSoft to Host Analytics and built out balance sheet in Host Analytics• Assisted in building driver based budget models

Atlanta, Georgia, Us

• Managed revenue and cost of revenue for six major products as well as the OpEx for Customer Care and SAM departments to generate the Consumer Segment P&L; $100M yearly EBITDA, 66% GM • Worked directly with Finance Director to coordinate inputs from the Consumer business unit to arrive at LRO, Budgets, and Forecasts• Worked directly with EVP & SVP/Managing Director of Consumer providing financial analysis, LTVs, variance analysis, as well as budget/forecast duties• Coordinated with Accounting for monthly journal entries, accrual analysis, and month over month variance analysis• Assisted in creating presentation materials for monthly & quarterly review meetings with EVP of Consumer

Atlanta, Georgia, Us

• Team member of Planful (fka Host Analytics) Implementation; on time launch achieved• Facilitated ongoing training sessions for the Corporate Finance team as part of the role as Administrator for Host Analytics; additional responsibilities included the creation and distribution of a monthly newsletter informing the Corporate Finance team of developments with the software as well as FAQ’s• Assisted in rebuilding and enhancing the Corporate Close Report to include more robust metrics for MRR, churn, booked sales, and productivity which resulted in the Leadership’s team to identify areas of improvement

Atlanta, Georgia, Us

• Compiled budget, forecast, and analysis for $180M annual EarthLink Business Care OpEx, $20M annual Consumer Product and Marketing OpEx, as well as $12M annual Consumer Support OpEx• Provided key decision makers with pertinent monthly key metrics in order to make business decisions• Managed Consumer External Commissions contracts and provided business case analysis to identify profitable partners• Assisted marketing team with ROI for marketing tactics; provided reporting for tracking success of marketing programs/programs• Managed Consumer Subscribers by compiling budget, forecast, and analysis for 2M annual subscribers

Atlanta, Georgia, Us

• Compiled budget, forecast, and analysis for $216M annual Refunds, Credits, and Chargebacks (RCC) owned by Customer Support • Assisted Customer Support team with RCC reduction projects reducing RCCs from 3% of Recurring Revenue to under 2%• Assisted in compiling budget, forecast, and analysis for $50M annual Consumer Support OpEx

Atlanta, Georgia, Us

• Researched customer refunds, credits, and chargebacks to identify areas of improvement within customer service as well as potential fraud and/or abuse of credits• Created project requirement documentation for system updates to enhance RCC reporting, improve agent input, and create tiered approval process• Directed a multi-site educational roadshow to train agents on how to effectively utilize refunds and credits

Atlanta, Georgia, Us

• Progressed quickly from a dial up customer service representative to a broadband support specialist• Consistently recognized for over achievement of customer service goals• Chosen as part of a team to fix complex broadband fulfillment issues and reduce costs associated with fulfillment

• Small business owner of a Pick-up and Delivery S-Corporation; contracted with FedEx Ground• Employed 2 – 4 Full Time employees depending on volume; managed all payroll and tax return filing with State and Federal• Managed 40% volume increase while increasing gross margin; sold business at a 76% increase on original purchase