Heather Carter
Mesa,AZ
Summary
Accomplished Operations director effectively overseeing day-to-day operations with strong project management and decision-making skills. Experience in developing strategy, establishing key performance metrics, and building high performing teams.
Overview
14
14
years of professional experience
Work History
Director, Survivorship Experience
United Services Automobile Association
05.2017 - Current
- Organized, set strategy, and defined roles to lead the implementation of operational strategies, projects, and initiatives.
- Build strategies and change management plans driving exceptional customer and employee experiences.
- Create and execute call routing and workflow strategy consistently improving service level objectives by 40%.
- Meet operational customer satisfaction goal (97%) 16 consecutive months.
- Lead strategy through to implementation of transitioning work to third party, resulting in 43% savings of operational expenditures.
- Established quality assurance program. Consistently monitor compliance results and implement process improvements to ultimately meet 95% compliance goals monthly.
- Facilitate monthly employee focus group meetings leading to efficiencies and improved employee morale.
- Conduct research and analysis ensuring operational alignment and accuracy of performance targets and results.
- Create and deliver monthly business results and strategy to senior leadership.
- Builds and leads teams through the ongoing execution of recruitment, training, development, retention, coaching and support, and performance management of multi-level workforce.
- Experience in leading through change, building, managing, and developing high-performing teams with demonstrated ability developing talent, managing workflow, engaging and inspiring staff and peers, and fostering open communication.
- Demonstrated experience in analytics, problem-solving, and customer service to establish long-term and short-term plans to achieve performance objectives and positively impact the customer experience.
- Enhance and optimize workflows and process improvements driving increased productivity.
- Implemented successful strategies for employee management, occupancy and revenue growth, expense control and quality and compliance adherence.
Manager, Survivor Relations
United Services Automobile Association
11.2009 - 04.2017
- Lead manager assigned to execute on multi-year journey integrating job functions. Results included a 60% increase in the member service index and a 13% decrease in call volume
- Process engineered workflow and established standardized processes with an emphasis on improved member and employee experience leading to operational effeciencies. Achieved 20% reduction in work items
- Developed process for effective call center management by working with internal business partners to establish capacity requirements to ensure operations is staffed to demand
- Organized, set strategy and defined roles and responsibilities for Senior level team members to effectively influence all team members across the Survivorship organization
- Create and deliver monthly business results and strategy to Senior leadership
- Lead business expert in developing the Survivor Relations Experience plan focused on automation and leveraging technology to allow for channel of choice, with a focus on creating a world-class digital experience. Delivered status reports and roadmap to key stakeholders, gained support and funding for execution
Education
Certified Project Manager - Project Management
Project Management Institute
San Antonio, TX09.2015
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ2008
Skills
- Strategic planning
- Leadership
- Collaborative
- Risk Management
- Analytical problem-solving
- Project management
- Operations management
- Verbal and written communication
Timeline
Director, Survivorship Experience
United Services Automobile Association
05.2017 - Current
Manager, Survivor Relations
United Services Automobile Association
11.2009 - 04.2017
Certified Project Manager - Project Management
Project Management Institute
Bachelor of Science - Business Management
University of Phoenix
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