Heather Hodge Email & Phone Number

Bangor, Maine, United States

Lead Specialized Service Managers in Bangor/Virtually ranging from 30-80 employees. Responsible for core KPI's, employee engagement, special projects related to business changes and improvements and various initiatives. Partner closely with key stakeholders on process rollouts, trainings and reporting needs.

Bangor, Maine

Worked as premise customer service manager from October 2017 through January 2018, then launched Bangor’s first virtual service teams in early 2018. Created and implemented launch strategy with local IT, processed and approved local deployments and timelines. In April 2018 transitioned to a virtual CMT manager. Led a team of at home agents as well as various projects and pilots.

Bangor, Maine Area

Work to improve all aspects of Tech Support by collaborating with center and area contacts. Identify areas of opportunity and work with key stakeholders to improve processes. Facilitate trainings and quality audits, compile findings and report to business leaders as needed. Work with center leadership to address quality and training gaps. Support national ops teams as needed.

Bangor, Maine Area

Handle incoming technical support calls, ensure all quality and operational metrics are met while creating a world class customer experience. Work with internal teams as needed for continued support.

Greater Boston Area

Manage all aspects of store operations for flagship retail location, including but not limited to, merchandising, inventory, cash management, scheduling, equipment refunds and returns, device reconciliations, supply management, facilities requests and assisting the sales team as needed. Responsible for creation of inventory management during initial training of 60+ employees as well as working with leadership and training teams to ensure all needs were met.

Portland, Maine Area

Manage all aspects of store operations for retail location, including but not limited to, merchandising, inventory, cash management, equipment refunds and returns, device reconciliations, supply management, facilities requests and assisting the sales team as needed. Responsible for running customer facing wireless workshops to provide best in class support for wireless customers.

Raleigh-Durham, North Carolina Area

Provided support for business accounts for all aspects of wireless service. Worked with internal team members as well as directly with external businesses. Completed Quarterly Business Reviews and attended onsite meetings with key stakeholders to review findings and recommendations. Held virtual online trainings with business owners as needed for self serve trainings. Completed deployments onsite working with several contacts internally and externally to ensure complete satisfaction and continued business.

Raleigh-Durham, North Carolina Area

Assist Verizon customers in a direct retail location with upgrades and new lines, as well as accessories and general customer service/technical support. Responsible for individual metrics related to sales KPI’s.

Bangor, Maine Area

Led team of 10-15 Customer Service/Tech Support representatives to ensure quality metrics were met. Handled escalations as necessary and provided coaching and feedback to develop representatives. Ensured training/updates on policy changes communicated effectively to team. Provided tools necessary for representatives to be successful and satisfied. Promoted a positive culture through continued interactions and support.

Bangor, Maine Area

Handled incoming customer service calls, including; answering billing questions, processing orders (equipment, service/feature change and billing orders). Tier 1 troubleshooting. Researching customer issues and contact appropriate departments as needed including any follow up. Utilization of Call Sequencing Model to achieve first call resolution and create Promoters.

Bangor, Maine Area

(Unicel was purchased by Verizon during this timeframe) Handled incoming customer service and handset migration calls, including port calls. Placed handset orders for customers being migrated to Verizon Wireless while ensuring customer satisfaction and retaining customers. Processed port requests for customers wishing to port to VZW early. Special projects as needed (returned mail, customer follow ups, etc.)

Bangor, Maine Area

Researched and compiled DNC and State and National Telemarketing laws. Adjusted current scripts to be in compliance with above laws. Some quality assurance work.

Lewiston/Auburn, Maine Area

Responsible for daily/weekly and any special reporting for all campaigns (10+) and assisted operations manager. Compiled data for daily reports from several sources. Completed and distributed reports in a timely manner. Tracked reporting to spot trends and monitor results for any inconsistencies/discrepancies. Assisted Operations Manager in set up of new campaigns which involved communications with clients, media companies, call centers, fulfillment companies and any other related parties as needed. Tracked changes to the various parties involved with each campaign to ensure all are up to date on current offers, pricing, etc. Developed reporting templates for new campaigns. Assisted in the creation of proposals for new business. Created and implemented training materials for various campaigns. Troubleshoot and acted as liaison between call center and client for technical issues, personnel issues and any other issues that arise. Market research for various products relating to current campaigns. Other duties as needed.

Orono, Me

Launched new contract from core team of 12 to staffing of 60+ agents. Administrative tasks, such as attendance, scheduling and disciplinary actions. Improved metrics through audits, coaching and feedback. Monitored service level and occupancy and adjusted staffing to maximize efficiency. Handled customer escalations. Made sure agents were up to date on all policy or process changes. Quality Assurance on all back end office work completed by customer service agents. Entered data and ran reports for all levels of work on the contract. In the absence of the Senior Manager was responsible for all agents as well as day-to-day client interactions.

Education record

Education record