Heidi Keats Email & Phone Number

Kitchener, Canada Area

Waterloo

Waterloo, Ontario

• Reviewed all documents sent by delegates to ensure information was complete and accurate, contacted delegates when additional information was required
• Succesfully, managed a high volume inbox (about a thousand a day) to assign work, and answer all inquiries during Launch event
• Responsible for delegates invited to events, confirmed attendance, arranged travel, and accommodations
• Collaborated closely with travel agents to ensure delegates travel needs and clients budget requirements were met
• Maintained reports to track attendance, travel arrangements, and costs to provide to client as required
• Acted as a liaison between client and delegate

Shared Services

• Managed multiple team inboxes, assigned issues to appropriate team member based on a rotational basis and tracked all issues assigned in a Work Distribution Spread Sheet
• Followed up with stakeholders when required to gain additional information and managed expectations
• Managed all documentation and permissions within LiveLink, as the team ‘Superuser’
• Created and prepared reports using excel to be sent out to team managers and directors
• Coordinated team and project meetings, as well as Launch Command Centers

Waterloo

• Customer liaison – Internal and External both by email and phone to ensure that customers orders and expectations were met
• Attended to tickets and requests both in the ‘Remedy’ inbox and the ‘RIO’ inbox and assigned to the appropriate team member
• Worked with Partner Operations Managers to resolve all Carrier problems, including pricing, incorrect information in SAP and Carrier orders

Toronto, Canada Area

• Reserved Conference calls for customers via email and telephone
• Listened to customers to help them choose the services best suited for their needs
• Troubleshoot and helped customers with their questions and concerns, escalated customer concerns to the appropriate manager
• Conducted operated attended calls including Event (i.e.: Q&As) and conference calls
• Maintained files of customer call records
• Provided ad hoc administrative support when needed