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.

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.

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

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.

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

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.

Bachelor'S Degree, Business Administration And Management, General

Education record