Overview
Work History
Skills
SUMMARY
Education
Timeline
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Heather Armel

Denver,CO

Overview

10
10
years of professional experience

Work History

Senior Manager, Renter & Owner Experience

goHomePort Rentals
06.2023 - Current
  • Spearheaded the development and execution of communication strategies across three distinct marketplaces, fostering a unified and consistent customer experience.
  • Optimized customer onboarding processes, reducing onboarding time by 20% and increasing client satisfaction by 10%.
  • Acted as the key point of contact for owners and renters, ensuring smooth communication and a cohesive experience throughout their journey.

Director of Customer Experience

Welcome Homes
10.2020 - 03.2023
  • Led the development and execution of a customer lifecycle strategy, ensuring consistent focus on a customer-centric culture across all business units.
  • Streamlined construction project management for 50+ client projects, improving workflow efficiency and reducing project delivery timelines.
  • Spearheaded the creation of a customer success playbook, documenting service processes and brand voice training, contributing to a $4.5 million increase in sales revenue.
  • Served as the internal voice of the customer, influencing product development and prioritizing customer success initiatives.

Business Consultant, Customer Experience

Heather Armel, LLC
10.2018 - 09.2020
  • Developed a comprehensive knowledge base platform to facilitate self-service support options, resulting in a 18% reduction in support ticket volume within 60 days
  • Conducted executive-level discussions, aligning service offerings with customer digital transformation roadmaps, leading to a 10% increase in upsell opportunities.
  • Developed business strategies by conducting comprehensive market research and competitor analysis.

Customer Care Team Lead

Gusto
03.2018 - 10.2018
  • Cultivated a customer-centric team culture through regular training sessions on empathy and effective communication, resulting in a company-best team CSAT Average of 97%
  • Collaborated with the sales team to identify upselling opportunities and developed targeted training materials to increase product awareness, resulting in a 26% increase in monthly upsell offerings
  • Boosted team dynamics and engagement by empowering members as subject-matter experts for specific KPIs, enabling them to lead training sessions and share best practices.

Head of Operations

Snaply (formerly Walkthrough)
09.2016 - 12.2017
  • Demonstrated strong leadership and foresight while training, mentoring, and developing customer service team to excel throughout the challenging home selling process
  • Leveraged relationship-building efforts to uncover latent needs within broker client organizations, driving collaboration and enhancing service offerings.
  • Managed a team of photographers, implementing metrics dashboards to improve performance and customer satisfaction by 20%.

Emerging Leaders Program

GEICO
08.2014 - 08.2016
  • Led the #1 Claims Team nationwide across five performance metrics, consistently exceeding targets through effective coaching and motivation tactics.
  • Coordinated cross-functional teams to drive successful product launches and achieve business growth objectives.
  • Introduced an upselling initiative within the service department, leading to a 12% increase in upsell conversion.

Skills

  • Customer Experience Management
  • Community Engagement
  • Client Onboarding and Retention
  • Operational Efficiency
  • Fitness Instruction and Member Motivation
  • Team Leadership and Coaching
  • Event and Program Coordination
  • VOC Insights
  • Client Presentations

SUMMARY

Customer Experience Professional with 9+ years of experience in elevating client interactions and streamlining operations. Driven by a passion for fitness, I’m eager to support The Yard Gym’s commitment to providing world-class training and a balanced lifestyle. My blend of strategic leadership and hands-on fitness instruction uniquely positions me to enhance member engagement and contribute to the gym’s welcoming and dynamic community.

Education

(B.S.) Bachelor of Science | Insurance & Risk Management, Operations Management 


University of South Carolina | Columbia, SC

Timeline

Senior Manager, Renter & Owner Experience

goHomePort Rentals
06.2023 - Current

Director of Customer Experience

Welcome Homes
10.2020 - 03.2023

Business Consultant, Customer Experience

Heather Armel, LLC
10.2018 - 09.2020

Customer Care Team Lead

Gusto
03.2018 - 10.2018

Head of Operations

Snaply (formerly Walkthrough)
09.2016 - 12.2017

Emerging Leaders Program

GEICO
08.2014 - 08.2016

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Heather Armel