Heath Wolfeld Email & Phone Number

New York, Ny

Indirectly manage and serve as Scrum Master for a cross functional team responsible for frontend and custom client work by prioritizing and tracking work assignments, aligning work across teams, conducting necessary team meetings, requirement gathering, liaising with other areas of the business, and reviewing team performance. Responsible for the design and ongoing control of processes around tracking development work, addressing defects, customer service, and incorporating the voice’s of the… Show more Indirectly manage and serve as Scrum Master for a cross functional team responsible for frontend and custom client work by prioritizing and tracking work assignments, aligning work across teams, conducting necessary team meetings, requirement gathering, liaising with other areas of the business, and reviewing team performance. Responsible for the design and ongoing control of processes around tracking development work, addressing defects, customer service, and incorporating the voice’s of the business and customers into the development process. Provide feedback on organizational design and strategy.• Increased on time delivery rate of client facing work by 220% (from less than 25% to over 80%).• Reduced the number of missed payments to merchants by over 91% by conducting root cause analysis and redesigning the merchant payments product and processes.• Implemented a CRM tool enabling a consistent view of the status of all customer inquiries and any associated development work to everyone within the organization• Provided visibility into ongoing development work and upcoming roadmap by implementing new development tracking tools and processes.• Received the Star Performer Award, a monthly award given to the employee that best demonstrated corporate culture and guiding principles during the preceding month.• Chosen to be a member of GC Voice, a cross functional team responsible for corporate culture. Show less

Selected to oversee operations due to consistent success as Manager of Customer Engagement Technology. Manage two Direct Reports in Quality Control Team. Conduct periodic performance audits. Spearhead research in mapping processes and productivity gaps. Administer Customer Satisfaction surveys to determine Voice of Customer. Lead business takeaway presentations.• Decreased Resume Rewrite project costs 85% as technology implementation leader.• Reduced average schedule-mapping… Show more Selected to oversee operations due to consistent success as Manager of Customer Engagement Technology. Manage two Direct Reports in Quality Control Team. Conduct periodic performance audits. Spearhead research in mapping processes and productivity gaps. Administer Customer Satisfaction surveys to determine Voice of Customer. Lead business takeaway presentations.• Decreased Resume Rewrite project costs 85% as technology implementation leader.• Reduced average schedule-mapping duration 69% between customer and Resume Writer as part of ongoing Signature Program Predictive Equation process. Show less

Appointed to role of greater responsibility supporting customer relations and experience. Supervised rollout of job-search counselor assignment program for all paying customers. Led Technical Support team with 2-3 Direct Reports. Tracked escalating operations issues, quantifying and prioritizing defect impacts. Compiled Business Intelligence reports, directing cross-functional investigation of business painpoints.• Increased job forum feed prepopulation from 12 to 16 jobs published per… Show more Appointed to role of greater responsibility supporting customer relations and experience. Supervised rollout of job-search counselor assignment program for all paying customers. Led Technical Support team with 2-3 Direct Reports. Tracked escalating operations issues, quantifying and prioritizing defect impacts. Compiled Business Intelligence reports, directing cross-functional investigation of business painpoints.• Increased job forum feed prepopulation from 12 to 16 jobs published per hour.• Led customer relations management platform transition months ahead of schedule, implementing industry-standard Salesforce in just three months. Show less

Managed Job Scraping, Job Approval, and Resume Approval teams. Designed and supervised all aspects of phone system interface with Job Search Support Center, including split skill queues, routing, recording, and software setup. Revamped, streamlined, and audited all departmental reports. • Only management-level member of the Bugs Committee in customer relations prioritization.• Consistently finished large-scale projects under budget.

Oversaw Technical Support team, leveraging SQL database management to improve operational speed and effectiveness. Instrumental in the integration of customer feedback into product development lifecycles.• Received DNA Award for best non-executive biannual performance, including membership in the DNA team, which leads corporate culture initiatives.• Decreased resolution time for technical issues by revamping Quality Assurance communications.

Advanced from junior to senior position in one year. Addressed customer inquiries via telephone, email, and live-chat. Coordinated customer reporting issues with Technology and Quality Assurance Departments, implementing homegrown solutions across multiple functions. Conducted job-market research and vetted recruiter-submitted jobs. Designed and administered functional training procedures and documentation. Administered departmental wiki.• Received coveted 1% Award for improving… Show more Advanced from junior to senior position in one year. Addressed customer inquiries via telephone, email, and live-chat. Coordinated customer reporting issues with Technology and Quality Assurance Departments, implementing homegrown solutions across multiple functions. Conducted job-market research and vetted recruiter-submitted jobs. Designed and administered functional training procedures and documentation. Administered departmental wiki.• Received coveted 1% Award for improving departmental efficiency by developing tool to automatically highlight job-search vectors on third-party websites, increasing harvest productivity to an average of 12 job listings per hour. Show less