Heidi Boyce Email & Phone Number

South Jordan, Utah

- Manage between 5 to 8 simultaneous implementation projects while handling work orders of existing clients- Helped create html NetSuite signature for employees to use and created additional project documents including a project timeline/gantt chart, implementation summary doc, and checklist versions of SOPs- Participate in Culture Committee, GPWN, and.

Orem, Utah

• Managed between 5-10 implementation projects (domestic and global) SMB & SME
• Documented processes and created training materials, client implementation toolkit, and project mgmt resources for consistent brand professionalism

Greater Salt Lake City Area

• Responsibilities:
• Managed competing priorities w/ attention to detail, discipline, audits, and clear communication
• Collaborated with people at all levels to facilitate creation of custom productAchievements:
• Two years of intense project management experience - implemented roughly 70 domestic and/or global programs
• Used 5S, Six Sigma, and PMBOK knowledge to assist with restructuring of implementation role resulting in project timeline reductions of 60%
• Developed Excel audit tool to reduce risk of losing clients by non-compliance with contract terms

Greater Salt Lake City Area

• Responsibilities:
• Trained/assisted front-line employees on systems, airline ops, and customer service methods
• Resolved escalations by using empathy, listening, educating and compensating if warranted
• Analyzed technical issues for rapid resolution and other ad-hoc assignments as neededAchievements:
• Trained/certified as CRO to determine compliance with ACAA and resolved issues to preserve standing with DOT and strengthen customer relations
• Analyzed airline industry and JetBlue's SLC Support Center to create and present low-cost business strategy to Leadership resulting in implementation of the strategy and increase in employee morale*positions below were.

• Responsibilities:
• managed and analyzed the product/supplier relationshipAchievements:
• Created Excel dashboard for more efficient reporting and project transparency
• Analyzed data to identify problematic vendors and trends of resort usage to provide insight for vendor management and competitive pricing of vacation packages

Greater Salt Lake City Area

• Responsibilities:
• Responded to submissions (questions, complaints, suggestions) after researching and engaging leadership
• Collaborated with team for training preparation, event planning, and focus groupsAchievement:
• Received award for living JetBlue Values and performing above and beyond expectations

• Responsibilities:
• Communication of operational updates via email, SharePoint, website updates
• Determined large-scale customer recovery strategy during irregular operations
• Analyzed pre-cancel packages in Excel to determine option with least impact on operation
• Performed hourly reviews of no-fly list, reporting to FAA and/or law enforcement if necessary
• Created reservations for Federal Air Marshalls and reassigned passengers

Greater Salt Lake City Area

• Responsibilities:
• Managed call center intra-day staffing
• Tested and analyzed performance of new workforce management software
• Provided analysis of workforce statistics and events as observed during shift

Greater Salt Lake City Area

• Responsibilities:
• Verified receipts for car rental, hotels, and airfare to determine compensation
• Responded to escalated customer emails via email and/or phone to reach a resolution
• Collaborated with management regarding any threats received or high visibility clients

Greater Salt Lake City Area

• Responsibilities:
• Provided exceptional JetBlue experience to customers calling 1-800-JetBlue
• Received consistent high monitor scoresAchievement:
• Proposed new structure and development of knowledge base. Strategy was implemented leading to more efficient search capabilities and reduction of call times

Greater Salt Lake City Area

This position involved several aspects such as taking calls for The Office of the President, calls involving fraud or theft of services through illegal signal sharing, and providing services to unconventional areas such as Hawaii.

I created classroom work schedules through which I guided students to learn to read, demonstrate math concepts, learn Spanish, and other basics in preparation to attend Kindergarten.

Arizona And Utah

I helped manage up to 30 employees with customer service and sales. The position also included security, store displays, opening and closing the store, and forecasting sales.

Arizona And Utah

This position involved accepting and taking inventory of stock, scheduling employees, opening and closing store, and responsibilty of dropping off nightly revenue to bank.

Bachelor'S Degree With Honors, Business Administration And Management, General, 4.0

Activities and Societies: ASWC - Senate

Associate Of Science (As), Biology, 3.8

Activities and Societies: Phi Theta Kappa

Continuing, Biology, 4.0

Activities and Societies: Phi Theta Kappa, Dean's List. Upon invitation, participated in newly developed Honors Program

Continuing, Biology, General, 4.0

Activities and Societies: Phi Theta Kappa, Dean's List