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TL;DR: Experienced tech leader skilled in transforming businesses, enhancing customer experiences, and driving revenue. Excels in strategic planning, team leadership, and customer-centric approaches. Proven success in digital transformation and problem-solving, aligning team actions with business goals.🚀 **Experienced Technology Leader | Driving Innovation and Operational Excellence** 🚀Passionate about leveraging technology to transform businesses, drive operational excellence, and create exceptional customer experiences. My journey spans corporate and startup environments, where I've led dynamic teams, delivering substantial revenue growth. Proficient in cross-functional collaboration, optimizing service and support teams, I consistently translate stakeholder needs into superior customer experiences, streamlined implementations, and notable revenue gains.☀️ What Sets Me Apart: ☀️🔸 Strategic Visionary: Navigating high-level strategy while focusing on intricate details.🔸 Natural Leader: Dedicated to fostering vibrant cultures and motivating high-performing teams, influencing non-direct teams, cultivating crucial business relationships.🔸 Leadership: Shaping strategies, scaling teams, and fostering innovation. My leadership philosophy centers around collaboration, mentorship, and empowering teams to achieve their highest potential.🔸 Customer-Centric: Firmly believe that customer success is at the heart of any thriving business. I champion customer-centric approaches, driving innovation to enhance satisfaction and loyalty.🔸 Tech Strategy: Crafting and executing technology strategies. I've led digital transformations, overseen the adoption of cutting-edge technologies, and translated complex technical concepts into actionable strategies for success.🔸 Cross-Functional Collaboration: Collaboration is my mantra. I've worked closely with diverse teams, breaking down silos, and aligning stakeholders to achieve common goals, resulting in game-changing outcomes.🔸 Problem Solver: Thriving on challenges, my forte lies in tenacious and innovative problem-solving, whether streamlining processes, resolving complex issues, or navigating adversity.With a keen eye for innovation and a strategic mindset, I specialize in transforming teams, scaling technologies, and aligning broader teams actions with broader business goals. My expertise includes operational excellence, team leadership, revenue growth, change management, and problem-solving. I am passionate about driving results and contributing to the success of forward-thinking organizations.
Repair Ondemand
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Svp, OperationsRepair Ondemand Jun 2024 - PresentLeading 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. -
Consultant | Gtm Operations | Strategy | Operations | Integration | Customer ObsessedFreelance Jun 2023 - PresentIndependent 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.
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Vp, Digital Services & SupportCompass Digital Oct 2021 - Jan 2023Charlotte, North Carolina, United StatesCompass 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 -
Vp, Digital Strategy - EducationCompass Digital Nov 2018 - Oct 2021Charlotte, North Carolina AreaCompass 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 -
Vp, Digital ServicesSpectrum Reach May 2013 - May 2018Charlotte, North Carolina AreaSpectrum 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 -
Director, Digital OperationsYp (Formerly At&T Advertising Solutions) May 2010 - May 2013Atlanta, GaYP.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. -
Director, Digital Operations (National Accounts)At&T Interactive (A Division Of At&T Advertising Solutions) Oct 2009 - May 2010Glendale, 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.
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Director, Digital ServicesSpot Runner Nov 2005 - May 2009Los Angeles, California, United StatesWeb-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.
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Frequently Asked Questions about Heather Phoenix
What company does Heather Phoenix work for?
Heather Phoenix works for Repair Ondemand
What is Heather Phoenix's role at the current company?
Heather Phoenix's current role is Technology Solutions, Services, & Success Executive | Strategically Transforms Technology Operations & Services | Integrator.
What is Heather Phoenix's email address?
Heather Phoenix's email address is he****@****ble.com
What is Heather Phoenix's direct phone number?
Heather Phoenix's direct phone number is +121227*****
What are some of Heather Phoenix's interests?
Heather Phoenix has interest in Social Services, Economic Empowerment, Civil Rights And Social Action, Environment, Poverty Alleviation, Science And Technology, Arts And Culture.
What skills is Heather Phoenix known for?
Heather Phoenix has skills like Digital Marketing, Online Advertising, Online Marketing, Advertising, Sem, Digital Media, Product Marketing, Strategy, Creative Direction, Interactive Marketing, Digital Strategy, Start Ups.
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Heather Phoenix
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Heather Phoenix, CMCA
Talent Acquisition Partner | Driving Recruitment Excellence | Connecting Ambitions With Opportunities At Firstservice ResidentialEatontown, Nj -
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