Heidi Bainter Email & Phone Number

Lincoln, Illinois, United States

- Gained valuable experience in team-leading and problem solving, provided advice and guidance to Support Engineers on a variety of complex situations and escalated issues. Coached Support Engineers on delivering clear and concise communication to users, as well as the need to acknowledge each issue within a given timeframe. - Devised a process for logging and reporting incidents and customer interactions to gain actionable insights into incident trends, employee capacity and to help identify opportunities to improve training and knowledge-based articles.- Highly experienced in Agile Change and Release lifecycle management from planning, developing, scheduling, testing, driving implementation via change management process, and post change support. - Takes pro-active steps to quickly identify and solve complex customer service issues or concerns. When needed, collaborate with other teams (internal IT application teams and various 3rd party vendors) to identify root cause of issues and develop quick resolution. - Lead daily stand-ups and maintain oversight of all tasks, enhancements and project work that our team is working on, ensuring accountability, addressing potential blockers and identifying risks that could impact commitments. - Managed and/or assisted with large-scale projects which produced over $4.4 million in ROI for our company.- Experience with requirements gathering, design and development, QA testing, managing timeline to ensure milestones are met, creating user test cases, overseeing change management, reporting changes in scope, facilitating meetings with impacted departments, supervising deployment and equipping support teams with knowledge and training for post Go-Live support. - Detailed knowledge in customization of the Dynamics 365 application, including the ability to create new entities, forms, fields, processes / workflows, dashboards and advanced find views..

- Provided Dynamics 365 support to roughly 3,500 users via direct emails and Request-It incidents. This included gathering data through customer interaction, answering how-to questions, troubleshooting the cause of the various bugs or errors, and resolving issues within 24 hours. - Worked with an internal team to rebuild the Dynamics 365 request form to accommodate the new Microsoft licensing model and addition of AD groups. Helped to identify various teams or tasks that needed to be included in the workflow (Office 365, Security Admin, Licensing, Endpoint Computing), designed the new form and worked with the business analyst to test and implement new form. - Spearheaded the Change Management portion of the Dynamics 365 CRM upgrade project by developing the communication strategy and establishing training plan to ensure proper user adoption and smooth deployment. - Streamlined CRM user setup process for Franchisee users by working with EMEA and LAC leadership teams to identify and understand unique access issues and engage the right teams to ensure an efficient and accurate process is in place to prevent further access issues. - Set up all new users with security roles, business unit and teams to ensure they had correct access, but not more than was needed. - Prepared and presented Dynamics 365 CRM training webinars as requested or for specific projects, including the development of new job aids and keeping training materials translated and up to date. - Composed and delivered various communication to Dynamics 365 users on an as needed basis. - Completed work on basic enhancements to the application and tested for developers on code changes.

St Louis, Missouri, United States

- Managed high revenue producing accounts for Enterprise and National brands by resolving customer service issues, coordinated special rental requests, produced reports, coordinated with the DRU on claims, and maintained strong relationships with Account contacts. - Spearheaded the creation and implementation of a formal contract review process to ensure all Business Rental contracts sent from the Sales Executives to Corporate HQ were tracked, reviewed and received legal approval if needed. - Supervised and mentored File Coordinator who ensured all contracts were signed, stored. and returned to the sales team and customer.- Pioneered Microsoft CRM training curriculum for 400+ Business Rental Sales Executive and Directors, which included the design, development and implementation of various forms of training materials such as a written training manual, task-based job aids and routine training webinars. - Served as Microsoft CRM System Administrator and product knowledge expert for the Business Rental line of business. Partnered with the CRM IT Team to continually enhance the CRM application to build a more efficient sales process and a more well-rounded tool. - Conducted various training webinars to ensure sales teams had knowledge of a variety of processes and/or applications at their disposal such as third-party prospecting applications, proper tracking of pipeline entries and proficiency reporting. - Provided support and served as the corporate contact to 400+ member sales team; answered questions about new sales initiatives, reporting and processes that were implemented by the Business Rental Department at Corporate. - Coordinated trade-show booth details to maximize traffic at our location. This included the creative design and development of the theme and messaging that was communicated to tradeshow attendees. Collaborated with tradeshow vendors and attended Corporate-sponsored conventions to ensure proper booth setup and successful execution of event.

St Louis, Missouri, United States

- Provided high level administrative support to Vice President of Business Rental in day-to-day tasks – such as maintaining calendar, scheduling meetings, booking travel arrangements, completing T&E reimbursements, and various ad-hoc requests. - Created power point presentations, prepared written documents, developed training materials, prepared meeting minutes and managed multiple tasks for a team of Business Rental Assistant Vice Presidents. - Acted as “point person” for team of 400+ sales executives working in the Business Rental department; including answering questions about the program, handling reporting requests and organizing training classes.

St Louis, Missouri, United States

- Inside Sales Account Management – build and maintain relationships with current accounts to grow and maximize rental revenue . - Developed new business by calling on branch leads, set up small business accounts and fact-find for potential new larger accounts. Reached monthly sales goals every month. - Managed all account reviews which included processing rate increases, calling on inactive accounts and maintaining a database of current insurance certificates. - Communicated to branches on corporate account initiatives and organize various monthly meetings with branch corporate account managers.

St Louis, Missouri, United States

- Learned the overall strategy for running a profitable business, including cost control, analyzing P&L statement, developing new business, and training/mentoring branch staff. - Communicated and interacted with customers at rental branch who were picking up and returning rental cars while delivering excellent customer service, including picking up and dropping off customers to/from their homes, body shops, dealerships and places of work. - Marketed to local business partners (i.e. body shops, dealerships, insurance companies) and built solid, long-lasting relationships with key business decision-makers. - Responsible for contacting and collecting on unpaid rental bills.