Tami Heer Email & Phone Number

Purchase, NY, US

At Mastercard, I play a pivotal role in shaping the success of the newly established Customer Success team by designing and implementing a Target Operating Model. My responsibilities include conducting a comprehensive training needs analysis, reviewing workflows, and optimizing processes to ensure seamless operations and exceptional customer outcomes.

Valencia, Valencia, ES

• In my role of Vice President of Customer Success at Forwardkeys. I am responsible for championing the newly formed division focused on delivering the highest level of customer service, customer retention and up-selling.
• Developing the overarching Customer Success strategy aimed at delivering optimal customer service, catering to the needs of each business vertical and/or client.
• Lead the team effectively to drive initiatives designed to retain and create the optimal growth environment with ForwardKeys´ most strategic customers across the globe.
• Analyse customer experience and measure effectiveness through KPI’s, including but not limited to customer support tickets, customer retention rate, upsells and cross-sells, product utilization etc.
• Implement, improve, and standardize key processes and workflow to ensure a consistent, reliable, and a high-value journey for customers.
• Partner with teams outside of Customer Success to create and maintain customer messaging and content that delivers a simple and consistent curated customer experience.

Caesarea, IL

• In my role as Director Customer Success:I was responsible for managing various facets of customer success operations within the UK, including client retention, to reduce customer defections. Upheld customer.
• Exploited Atriis platform to achieve a business growth of 300% for the FY2019 and maintain 100% renewal rate.
• Developed and built strategic alliances whilst championing Atriis pioneering industry leading NDC (new distribution capability and platform) by working with a portfolio of clients and API suppliers.
• Operated on a number of projects to implement new solutions with key clients/suppliers.
• Accelerated business growth by mapping customer requirement to Atriis's product solutions and roadmap.

• In my role as Senior Account Manager:I functioned to oversee a portfolio of high-profile customer accounts, ensured achievement of revenue and contractual agreements, and led professional commercial presentations. I.
• Recognised by the Business Travel Industry Awards and nominated for Account Manager of the year, becoming a finalist in 2016.
• Developed account plans to nurture accounts while identifying potential business and upsell opportunities.
• Cooperated cross-functionally to fulfil customer needs and offer strategic direction.
• Managed a portfolio of customers for both online and offline of worth £10m in revenue.
• Focused on upsell/cross-sell and long-term renewals with a 100% retention rate.

Southlake, Texas, US

• In my role as Senior Sales & Account Manager:I led to plan, coordinate, and drive conversion opportunities. I have accomplished and up-kept customer relations through the coordination of several functions within the.
• Facilitated by providing premier service and consulting to 20 existing, new, and conversion clients.
• Improved product and content by creating customer presentations, quarterly performance reviews, and business cases.
• Recognised commercial opportunities and selling products, services, and solutions to benefit the customer and enhanceproductivity.
• Directed a portfolio of key customers of worth £8m in revenue with a focus on upsell/cross-sell and long-term renewalswith a 100% retention rate.
• Conducted case studies and gap analysis in order to retain and win new business.

Southlake, Texas, US

• Product Technical Consultant ensuring smooth and efficient support of product roll-out.
• Act as subject matter expert for products key to EMEA markets
• Identify customer business needs and provide feedback during development cycle; communicating to Product DeliveryManagers and Regional Marketing Managers
• Support Customer Solution Specialist with Request for Proposal (RFP) responses (product and technology)
• Successfully conduct internal training in preparation of new product roll-out
• Participate in customer meetings at request of Account Director/Manager within area of expertise

• Service delivery manager ensuring smooth, efficient and impeccable services to our HRG Partners
• Devised service planning of new commercial agreements
• Successfully managed business relationships and delivery of support services
• Achieved strong lasting client relationships resulting in repeat business
• Central point of contact for any performance failures, ensuring seamless operations 100% to best practices
• Audited internal and external SLA’s with the aim to enhance and introduce applicable standards

London, London, GB

• Service delivery manager ensuring smooth, efficient and impeccable operations for a multinational hotel group
• Proved highly versatile across a range of managerial, service delivery, business and client relations functions
• Successfully managed business relationships and delivery of first and second line service desks
• Focal point for all escalations, ensuring seamless operations 100% to best practices and SLAs
• Personally redefined major incident processes, organising review meetings to plan and pre-empt future issues
• Analysed reports, KPIs and trends and implemented radical new policies to successfully reduce incident numbers

Cotop, Travel & Tourism

Education record