Vicky Heddin Email & Phone Number

Carrollton, Texas, United States

-Demand Management - Entering and maintaining customer demand including: creating and monitoring firm orders and forecast, releasing new orders, monitoring backlogs, processing change orders and cancellations.-Utilizing PC tools, proactively, to recognize exceptions or potential problems with customer demand.Supply Management – Releasing purchase orders to the factory. Managing factory backlog based on customer requirements to include: expedites, push outs, and cancellations. Monitoring inventory and taking appropriate action to reduce the risk of excess inventory.-Credits - Initiating special billing and credit request with detailed explanation related to root cause; and supplying corrective action as appropriate.-Pricing - Responsible for manual data entry integrity and accuracy of pricing on all customer sales orders and system price files. Monitoring negative margins and notifying KAM when outside acceptable levels.-Coordinating price changes and pricing errors in system price file with responsible party.-Communication - Daily discussions with internal/external contacts regarding order status, pricing, shipment issues, etc. to support customers and resolve problems.-Inventory - Reviewing slow-moving and excessive inventory. Maintaining details related to root cause of excess inventory in At-Risk Inventory database; actively seeking ways to utilize excess inventory.

Dallas/Fort Worth Area

● Supervise multiple call queues for Tier 2 Specialists and Tier 1 Generalists ensuring that all Solution Center activities are executed at a high performing level.● Supervise activities using I3 to ensure team is maintaining service levels that exceed coworker and supplier expectations.● Provides performance feedback and coaching on a regular basis to each team member supporting a highly effective team that achieves high performing results.● Support the identification, development and implementation of continuous improvement ideas● Monitoring adherence to breaks and lunches in real time and assigning new times based on current state

Dallas/Fort Worth Area

Supervise agents to meet and exceed team and individual goals.Develop and support empowered, customer-focused culture.Train, retain, coach, and develop agents using excellent leadership and management skill.Develop appropriate processes and success measures and manage ongoing support and refinement of them.Track and report adherence to quality, call handle time, after call work and all service standard metrics. Keep team informed of news, changes, company policies, and goals. Participate in the Performance Review Process for the CCC within the team

Dallas/Fort Worth Area

• Performs daily Quality analysis of Technical Support and Customer Support Teams by observing their phone calls and chat with clients compared to the Quality Scorecard which outlines expectations• Assists with identifying Technical Support and Customer Support team members not meeting Quality standards and recommends necessary coaching to their managers• Actively and respectfully contribute thoughts and best practices to the team during meetings.• Performs routine reporting and analysis of Quality scores daily, weekly and monthly by individual, team and Solution Group• Created routine reporting for all Solution Groups• Provides recommendations for improvement to call flow, Quality Guidelines and training• Attends and participates in Quality Calibrations Sessions • Created a Quality performance handbook • Created a Quality performer training and trained new Team Members on the quality process• Become a subject matter expertise by keeping up to date with procedures and processes for each solution group

Irving,Tx

Analyst, BlackBerry Customer Care• Resolve escalated calls from frontline agents • Processing warranty repairs for BlackBerry handheld and Playbook’s. • Track and Report all recurring repair issues. • Support coaching’s with the representatives, offer positive and constructive feedback. • Quality Assurance monitoring representatives calls and attend Quality Assurance calibrations.• Facilitate job shadowing when request by agents.• Design training and PowerPoint presentations as request. • Facilitate Team meetings and Trainings.Specialist, BlackBerry Technical Support • Collecting information and performing initial troubleshooting of Desktop Handheld, BlackBerry Playbook Tablet, Microsoft Outlook, Windows OS, Mac OS, BlackBerry Internet Service & BlackBerry Enterprise Server inquiries. Testing Beta products and running bug reports and analyzing.• Providing world class customer support and instilling customer confidence while working on incidents• Leveraging both internal and external knowledge based systems for assisting customers. • Escalating when necessary to our appropriate escalation teams

Frisco,Tx

(Tier 2 & 3)• Provided support for 15 front line Representatives• Perform coaching’s with the Representatives and provide positive and constructive feedback• Track and Report all recurring issues and determine developmental opportunities. • Monitor Calls • Answering incoming calls• Daily/Weekly/Monthly reports

Destin/Fort Walton Beach, Florida Area

Responsibilities include: Inspect rental units to include quality control and Check inventory, complete work orders and review monthly owner statements. Operated multi-line phone system, booked reservations, handled customer service calls from in-house guests, responded to customer e-mail inquires, entered and followed up on work orders for over 400 properties, handled lost and found.

Bachelor'S Degree, Business Administration And Management, General

Education record