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.
• 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.

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.