Heidi Wilcox Email & Phone Number

Niwot, Colorado, United States

Broomfield, CO

• Designed, built and maintained new hire training learning modules for the Global Customer Support organization.
• Created course ware to support new and existing products, as well as training development and delivery to support hardware roadmaps.
• Developed and launched employee product accreditations including pre- and post-session course work, assessment creation and set up, and mentor evaluations
• Identified and delivered cross training opportunities for the Customer Support team such as how to work in the My Oracle Support UAT environments, using Slack and Zoom in training situations, and managing content.
• Provided support for Oracle learning management system content migration, and conversion of all Flash training content to HTML5

Greater Boulder, CO Area

• Life-long learner seeking challenging learning and development opportunities that allow me to follow my passion for continued growth
• Dedicated to helping individuals and teams rise to the highest level of performance
• Enthusiastic about the value of learning and development and the return it provides to individuals, teams and organizations
• Innovative problem-solver and closer, able to anticipate issues and create new or enhanced systems that streamline operations and improve efficiency
• Thrive on facing change, taking risks, and working hard to accomplish objectives with a high level of integrity
• Experience leading and developing highly effective teams that foster commitment, team spirit, pride and trust

Broomfield, CO

• Constructed self-serve video program to support new hires and acquired companies employees to enable them to get up to speed quickly
• Partnered with the business operation team on CRM integration project; using a blended learning approach to provide resources for sales teams including live, web-based and recorded sessions, SME quick tips video.
• Collaborated with international team to initiate a new Going Global Sales Boot Camp held in London, UK

Louisville, Colorado

• Developed new curriculum to support the Zipline Data Management Platform
• Launched cloud-based learning program utilizing MATRIX LMS for desktop and mobile access
• Collaborated with managers to develop customized training plans for new hires
• Marketed all training programs and updates through quarterly “Training Now” newsletter

Wesminster, CO

• Established communication strategy that reflected the strategic vision, mission and values specific to data and media in the Oracle Data Cloud.
• Helped team members to understand what we do within the industry and advertising ecosystem, as well as describing the value proposition compared to the competition.
• Worked closely with managers to help them create a culture where employees are engaged and motivated to carry out the goals of the organization.

Westminster, CO

• Developed and implemented non-technical internal employee and management development solutions.
• Created and presented recommendation for online learning strategy.

Westminster, CO

• Spearheaded partnership with Udemy for Business providing 800+ courses at no cost to teams
• Established and sponsored two bi-annual leadership development programs - Leadership Edge - selective leadership program for high potential employees - People-First Leadership – program for those who lead others
• Awarded the Colorado First Customized Training Program Grant for three consecutive years, receiving over $100K for training new hires working in Colorado
• Created and developed individual customized learning plans for over 70% of all new hires
• Facilitated Everything DiSC® Workplace sessions for over 80% of employees and teams

Prioritized development work as it related to automating current product delivery capabilities, managing delivery processes, and project prioritization across multiple teams & depts.

• Led both Order Analysts and Production order delivery teams who directly support the sales organization.
• Effectively guided teams through organizational and process change initiatives.
• Partnered with technology teams to identify and develop requirements for process improvement projects.
• Monitored and improved customer satisfaction and operational perfomance based on feedback from semi-annual customer service surveys.

• Managed a team of Order Analysts scheduling, managing and fulfillment of customer orders.
• Supported analytics team providing regular client results updates
• Identified process and system improvements to crate capacity gains; worked closely with technology teams to develop requirements for these process improvement projects.

• Managed a team focused on planning, development, monitoring and controlling of all operational processes for new product initiatives.
• Directed beta testing for new optimization product from order submission, modeling, fulfillment and performance analysis.
• Created and assessed quality standards to ensure team delivers high quality products meeting or exceeding customer expectations
• Worked closely with technology teams to develop requirements for process improvement projects.

• Led an operations team that produced more than $94 million annually.
• Developed & executed infrastructure projects which increased employee productivity by 17%; improved accuracy by over 90%, and drove on-time delivery up to 99.4%.
• Orchestrated and championed the development of Client Services Quality Assurance team that initiated process improvement projects and drove accuracy performance to over 99%.
• Monitored operational performance based on customer feedback from event-based surveys; implemented action plans to correct or change processes that drove survey scores up 12%.
• Chaired Operational Excellence committee that encouraged creative idea generation from all levels of the organization.
• Launched and facilitated leadership development program for high potential leadership candidates.

• Managed and motivated a team of 13, which included all recruiting, hiring, training, development, and performance management.
• Directed several infrastructure and continuous process improvement projects that focused on improved accuracy, on time delivery, and increased team productivity.
• Developed and implemented technician training program.
• Designed guidelines for one-on-one sessions with employees to ensure ongoing focus on performance, consistency and employee development.
• Received recognition award at quarterly company meeting for outstanding leadership and management of the department during Director’s leave of absence.

• Managed several high profile accounts and consistently exceeded department expectations for processes and client deliverables.
• Demonstrated outstanding commitment to quality by collaborating with ten sales executives for over 100 customer accounts.
• Provided exemplary customer service to both internal and external clients.
• Received recognition award at quarterly company meeting for highest productivity.

Master Of Science, Management

Graduate Honors

Bachelor Of Science, Business

Associate Of Arts, Business

Activities and Societies: Phi Beta Lambda

Education record