Heather Tran Email & Phone Number

I've always been fascinated with how and why things work. That's why I loved the Magic School Bus as a kid. Ms. Frizzle had this way of taking Big Things and making them easy to understand. My life-long curiosity and tenacity have made me a reliable and creative problem-solver. I have 10 years of experience in program management, data analysis, and team building, during which I have learned how to balance immediate program needs with long-term strategic plans.I started at my current company as a temporary hire for Customer Service. Within three months, I was writing SOPs, documenting issues with our new credentialing management software, and creating customer guides. Within less than a year, I was promoted to the newly created Certification Program Manager position. I work cross-functionally with the IT, Finance, Marketing, and Art departments to ensure the success of a program that generates $2.5 million annually. I also collaborate with the Certification Program Director to build quarterly reports for the Board of Directors and to forecast the yearly budget. Finally, I lead a team of three direct reports and identify and schedule the work required of them to fulfill the program scope. I was even nominated for the 2022 Employee of the Year by my staff and upper management.One of my greatest strengths is my ability to determine my own work priorities. For example, when I discovered that we were miscalculating a KPI, I revised our database query and found that our recertification rate was 10% higher than we believed it to be. I also spearheaded drastic improvements to our Customer Service Department. I created an online help center with over 60 articles and implemented chatbot support and automated email replies. I also created a ticket form in our customer support software that allows us to track the topic of each incoming customer inquiry. We now have data about customer inquiries to inform our decision-making about the certification program.From 2009 through 2016, I worked in academia doing environmental research. I have experience in data analysis, experimental design, literature reviews, grant and scholarship writing, and public speaking. It was during these years that I learned to synthesize complex information and complete project deliverables on budget and in a timely manner. Successful scientific research is rigorous, detail-oriented, and it requires collaboration with a wide group of stakeholders.I’m personable, data-driven, and calm in stressful situations. Let's connect and see how we can make things work together.

Listed skills include Environmental Education, Grant Writing, Soil Sampling, Ecosystem Ecology, and 23 others.

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  University Of Tennessee-Knoxville

  Ecology And Evolutionary Biology