Heather Phoenix Email & Phone Number

Leading Client Operations (including Implementation, Training, Support, and Performance Management) driving strategic decisions, enhancing operational efficiency, fostering a client-first culture, and ensuring organizational growth, and accountability.

Independent consultant: Expertise in strategic planning, integration, project, and program management. Driving transformative change, optimizing operations, and delivering strategic initiatives to enhance business growth and efficiency.

Charlotte, North Carolina, United States

Compass Digital, the tech division of Compass Group -a hospitality outsourcing company- leads digital modernization efforts in education, healthcare, and corporate hospitality businesses with innovative Cloud/SaaS solutions. Example: Starbucks mobile ordering, Chick-Fil-A kiosks, POS, digital signage, mobile, payment, E-commerce, IoT, robotics, and its proprietary dining apps (https://boostapp.io and https://thriveapp.io). Top Skills: *B2B, B2C, B2B2C *Transformational Leadership *Customer Success Innovation *Operational Excellence * Strategic Alignment and Impactful Results *Product Initiative Prioritization-- Revamped, scaled, and led 90+ staff in delivery, customer success, and support services, spearheading a customer-centric revolution. Reducing implementation issues by 10x and slashed support issue resolution time by over 50% within 3 months.-- Pioneered and scaled a new customer success team, resulting in a 20% increase in local revenue, client satisfaction, and digital product adoption.-- Standardized CRM (salesforce, zendesk) and PM software (jira, smartsheets) increasing productivity 25%. Captured $1M in missed billing, facilitating capacity management planning, and identified product trends, leading to a 90% reduction in customer journey friction points.-- Orchestrated strategic alignment across vendors, retail brands, product leadership, and cross-team management. Prioritized customer and brand-centric solutions, resulting in swift digital transformation, reduced churn, and improved adoption.-- Prioritized digital product initiatives, retaining $100M at-risk accounts. Aligned product roadmaps with customer and brand needs, interim solutions and ensuring sustained business growth.Add'tl Competencies: Escalations, Operational Risk, Key Metrics, Software Updates, Risk Assessment, Business Strategy

Charlotte, North Carolina Area

Compass Digital, a high-growth division of Compass Group-drives digital (Cloud/SaaS) transformations across Higher Education hospitality environments (B2B, B2C, B2B2C) with innovative digital and physical strategies (POS, Kiosk, Signage, Mobile, Payment, E-Commerce, IoT, robotics), including proprietary mobile/web dining app, https://boostapp.io .-- Expanded Digital Portfolio 10x: Created strategy for and executed game-changing technology adoption and transformation strategies, driving $25M+ in revenue growth, and operational improvements. -- Led SaaS/Cloud Integration: Directed the integration of multi-vendor, multi-client SaaS/Cloud technologies at over 300 locations and 4000 retail outlets, coordinating product development, implementation, support, and training for successful rollouts and ongoing operations.-- Drove Strategic Alignment: Fostered strong client relationships, in alignment with sales, developing pricing strategies, budget guides, and ensuring resource utilization, driving product adoption, and reducing churn.-- Fostered Key Partnerships: Secured $70M annual digital revenue from key retail brands, notably Starbucks and Chick-fil-A, through deep partnership, compliance adherence, and solution deployment.Add'l Skills Highlight: Communication, Business Development, Presentations, Digital Channel Growth, Product Portfolio Adoption, Rapid Scaling and Execution, Influence and Collaboration, Project Management in Matrixed Organizations, Innovation and Relationship Building, Business Relationship Management

Charlotte, North Carolina Area

Spectrum Reach, the advertising sales division of Charter Communications provides advertisers and agencies with innovative, strategic digital advertising solutions for local and national audiences.-- Transformed Ad Services Teams: Led, scaled, and transformed ad services and operations teams, fostering a culture of continuous improvement and innovation, driving $60 million in portfolio growth.--Standardized Processes: : Orchestrated large-scale operational transformations, reducing fulfillment time 50%, launching new products successfully into multi market environment. -- Championed Process and System Improvements: Championed multiple process and system improvements, including consolidating digital ad tech-stack, migrating primary ad server, and implementing salesforce.com solutions. Reduced complexity, boosted revenue, cut costs, and increased retention.-- Awarded Top Woman in Digital 2016

Atlanta, Ga

YP.com, a division of AT&T Ad Sales, provides advertising, digital platforms, and products for small, medium, and national businesses.-- Rapidly Promoted: Recognized for outstanding leadership and strategic vision, swiftly promoted from directing operations for national accounts in Los Angeles to overseeing the entire digital operations division in Atlanta. -- Directed Cross-Functional Teams: Directed cross-functional teams (200+) across 5+ digital advertising and marketing products. Reduced aged projects by 47% and accelerated revenue recognition by 20%.-- Created High-Touch Customer Success Team: Established a high-touch customer success team, resulting in revenue growth and reduced customer churn. Implemented staffing and mentorship programs, retaining key staff and lowering attrition.-- Developed and Executed Tech Stack Plans: Developed and executed plans for new products, tech stack, workflows, quality standards, and platform commercialization. Transformed the CRM system, implementing salesforce.com, resulting in a 20% NPS increase and revenue growth.

Glendale, Ca.

AT&T Interactive, a division of AT&T Ad Sales, provided national advertisers with a cloud-based online directory. -- Improved Customer Retention: Collaborated cross-functionally, improving customer retention and increasing revenue by 15%.-- Established Cloud-Based Order Entry: Established cloud-based order entry, simplifying ordering and increasing customer satisfaction, retention, and revenue.

Los Angeles, California, United States

Web-based start-up advertising agency and technology platform providing cloud-based TV ad media planning, buying, and creative services for local and national businesses.-- Rapidly Scaled Digital Services Department: Developed digital services department from scratch, creating operational strategy, systems, processes, and financial controls.-- Implemented Cloud-Based Order Management: Designed collaboratively and implemented cloud-based order management tools and automation systems, reducing operational costs by 50% and achieving 5X efficiency gains.