Heidi Erickson Email & Phone Number

Mountain View, California, US

Redmond, Washington, US

Bellevue, WA, US

• Led Back-Office centralized service department of Product, Portfolio, Project Managers, and Business / System Analysts. (Supported: Finance, Legal, HR).
• Redeveloped team of analysts; improved performance and productivity to support growth of enterprise engagement from 35 to 130+ concurrent projects without headcount increases.
• Assembled team of Payment Product Managers representing operations and retail teams to plan, define features, and coordinating with technology; team Sr. Manager won enterprise award (Winners Circle 2018)for bellow.
• Developed first Finance, HR, and Legal organization Portfolio Governance process.o Established demand management processes to allocate and monitor annual Capex funding of $45M - $100M.o Introduced prioritization.
• Directed project initiation and program management support for critical finance projects, example include:o Managed RFP and implementation of Tririga for the new 3rd-Party Lease Accounting Standard.o Direct Back Office.
• Finance executive representative on Enterprise Change initiates, including: launch of SAFe, deployment of an Enterprise investment and working model, and development of Back-Office Value Stream maps, process documents.

Seattle, WA, US

• Developed strategic and operational plans for process management and product management work group accountable for implementing corporate initiatives and improving systems and processes for sales and service of the.
• Produced 10+% reduction in handle time by leveraging Six Sigma and Continuous Improvement methods to eliminate process waste and identify top cases drivers that could be converted to “self-service” solutions.
• Improved First Call Resolution (FCR) and reduced manual entry by designed and implemented automated case categorization, assignment, and workflows in Salesforce and reduced manual entry by integrating the Case.
• Eliminated millions in operating costs by consolidating call center services of acquisitions: Travelocity, Wotif, Orbitz.
• Directed Voice Platform team to generate improved customer experience and eliminate costs with a skill based IVR / call flow redesign, AVAYA / Salesforce Computer Telephony Integration, and consolidating international.
• Modernized Experience Management program with enhanced data collection, increased analysis into process / policies, and clearer agent level performance coaching guidance by implementing Clarabridge and NPS.

Seattle, WA, US

• Organized team to support Accounting, Corporate Finance, and Tax feature development on enterprise initiatives and established payment platform strategy, feature priorities and roadmap.
• Improved success and timeliness of C2B and B2B payments, delivering 4 major features in under a year, including: Deferred Payment plans, SEPA Direct Debit, Brazilian Boleto, and Self Invoice / Payment Recon for large.
• Supported strategic initiatives including: SOA Infrastructure, Oracle ERP Implementation (AR/AP); major changes to Pay Later Hotel Stay (commission-based model), Groupon Partnership.

Seattle, WA, US

• Ensured finance technology and business teams were prepared for the integration of Hotels.com onto Expedia Inc.’s order platform.
• Led change management and test activities to identified financially material defects.
• Designed changes to Credit Card Disputes and Fraud Assessment tools and services.
• Oversaw offshore resources testing Hotels.com new loyalty program and designed comprehensive plan to identify gaming and defects which would have led to millions of free nights.

Seattle, Washington, US

Consultant at Providence and Expedia (see company sections for details).

Renton, WA, US

Restructured a struggling McKesson’s Homecare EMR implementation project, directed 11 tech and biz work streams to deploy the EMR across Western Washington (on time and budget) and created operations management plan with KPI’s, budget, and organizational structure adopted by C-Level suite.

Redmond, Washington, US

Owned product development of marketing platforms used by 30+ global teams, systems: Targeting (Epiphany), Email (Exact Target), and Campaign Reporting. Established team to enforce mandated PII rules and achieved 4-hour SLA globally.

Mountlake Terrace, Washington, US

Led technology initiative to designed, develop, and operationalize the 1st Consumer Directed Health Plans (HSA, HRA) and achieved YoY savings of $2M+ and reduced process time by 90% by automating manual configuration on the FACETS.

Worldwide, OO

Led teams and performed technical roles implementing and building systems for clients such as: Regence Blue Shield (Trizetto Implementation), Kaiser Permanente (Epic Implementation), NextLink Interactive, Air Touch Cellular, IXC Telecom, Microsoft, Puget Sound Energy, and Washington Mutual.

Bs, Accounting And Computer Science

Accounting, Business Administration