Heather K.
United States Experience
Business Operations Specialist
Dual Role of Talent Engagement Manager and Business Operations Specialist
Own and execute the completion of client-specific onboarding requirements for our consultant workforce.
Build and maintain relationships with consultants while on assignment, through regular touchpoints, the primary point of contact for issue resolution.
Track timely submittal of time entry and status reports, and review reports for concerns.
Work closely with all departments to best support consultant and sales process.
Continue responsibilities of the Business Operations Specialist role.
Salesforce Admin responsible for day-to-day usage as well as preparation and execution of release schedule, troubleshooting of issues and implementation of new features.
Own and execute the completion of client specific onboarding requirements for our consultant workforce.
Manage and implement other technologies including Microsoft Suite and DocuSign.
Create content and schedule our Social Media posts.
Build relationships and support all departments.
Identify opportunities for continued improvement, presenting those to C-Level leadership for approval and prioritization.
Lead interdepartmental team initiatives to improve processes and implement automation.
Responsible for training the organization on new technologies and processes.
Project Manager and Tools Admin, Customer Care Business Unit
Drive project deliverables, with accountability to leadership around timeline, priorities, and quality.
Member of Governance Committee utilizing Agile methodologies to ensure healthy system growth.
Manage project teams with of all levels of leadership, from individual contributor up to VP-level.
Oversee management of our Salesforce Service Cloud tool utilized for support case tracking.
Create and deliver customer facing and internal trainings for project related topics.
Primary point of project during sensitive acquisition transition projects, utilizing empathy and relationship building to encourage and assist newly acquired leaders and teams.
Assist customers with requests through our Customer Care Operations Case queue.
Core Team member for planning and execution of yearly user conference.
US Director of Client Services
Drive Service delivery strategy and its execution with accountabilities for retention and satisfaction.
Lead Client Service team in the everyday activities as a resource, remove roadblocks, and aid in client requests to ensure top quality of product and service.
Manage and maintain customer relationships at all levels.
Member of various Product Management focus groups to scope out solutions and design features.
Maintain internal partnerships with all departments, identify opportunities for continual improvement, establish priorities and allocate people and other necessary resources to maximize client satisfaction.
Responsible for training and development of the Client Service team.
Provide feedback related to on-going employee performance evaluations and weekly one-on-ones.
Client Services Account Manager, Monster.com Team
Support Clients by troubleshooting system issues and training on best practices for system use.
Partner with Monster.com Solutions Engineers and Sales Personnel to retain and grow business with new and current customers.
Business Analyst responsible for requirement gathering and working with Engineering or Product Management for custom features and API Integration Buildouts.
Consistently recognized as a top performer both on my team as well as US Client Services as a whole.
