Supportive manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Led team to $35m in Scam Savings in 2022 through process improvements and metric refinements- during this change achieved the highest eNPS in the organization. Able to balance the needs of the company, customer and employee to achieve optimal results.
Hi, I’m
Heather Hodge
Holden,ME
Summary
Overview
15
years of professional experience
Work History
WAYFAIR
MANAGER II POST ORDER FRAUD/SPECIALIZED SERVICE
06.2021 - 01.2024
Job overview
- Lead 3-7 leaders with a scope of 45-90+ specialists focused on reducing scam exposure post order
- Led team to generate $35m in scam savings in 2022
- Wholly owned teams platform enhancements and automations to include launching several new workflow processes and tool automations that led to more efficient ticket routing, reduced duplication of work, improved time to serve and employee eNPS (resulting in the highest team eNPS in the organization for Q4 2022)
- Led entire department through the addition of several new workflows and two metric overhauls, from scoping to content production and training, as well as post launch feedback and continual improvements
- Completely revamped department training materials for each iteration of workflow and metric change and partnered with internal departments as needed
- Responsible for identifying and lifting up reporting discrepancies and following to completion
WAYFAIR
MANAGER II DIGITAL (CHAT) TEAM
06.2020 - 06.2021
Job overview
- Launched Digital platform from pilot team to permanent workflow, ramped to 10+ teams of 15-18 employees while standardizing and improving processes and platform
- Worked through several iterations of KPIs and expectations while working with several teams to stabilize work platform, enhance customer and employee experience and continue to ramp beyond initial team
- Worked closely with internal tech partners to identify and implement fixes for ongoing tech issues as well as longer-term enhancements to platform to support larger volume and additional entry points
WAYFAIR
MANAGER II CASE MANAGEMENT TEAM, SPECIALIZED SERVICE
01.2019 - 06.2020
Job overview
- Transitioned to Manager II in January of 2019, responsible for 3 onsite and 1 virtual Case Management Teams
- Launched Alerts Based Pilot within Bangor onsite teams in February 2019 with successful participation and outcome, with pilot ultimately resulting in alerts based changes for all Case Management Teams company wide
- Created culture crew, dedicated employee led engagement team to help drive employee satisfaction and contest creation
- Led team through complete workflow overhaul and elimination of several specialty sub-teams
- Identified and implemented system outage process for all of Case Management Team company wide
- Identified gaps in proposed metrics and implemented alternatives based on desired behaviors
- Through frontline feedback helped to lift up several process and policy improvements including a new process for ticket feedback with partner teams that resulted in an improved customer experience and time to resolution
WAYFAIR
MANAGER I
10.2017 - 01.2019
Job overview
- Worked as premise customer service manager from October 2017 through January 2018, then launched Bangor’s first virtual service teams
- Created and implemented launch strategy with local IT, processed and approved local deployments and timelines
- Managed reporting for various projects
- In April 2018 transitioned to a virtual Case Management Team manager
- Led a team of at home agents, piloting a dedicated Furniture Medic team
VERIZON WIRELESS
VIRTUAL ADVISOR
05.2016 - 03.2017
Job overview
- Work with Senior Managers for tech and customer care to analyze and recommend solutions for center specific initiatives based on KPIs, work with Managers on implementation of solutions
- Relay enterprise wide changes to front line teams to ensure understanding ahead of these changes and to funnel any issues to appropriate team for resolution
- Develop and implement training around focus areas in tech
- Audit calls for executive listen ups, at a center and enterprise level
- POC for any complex tech issues that were unable to be resolved on a call, work with area teams to ensure resolution is reached and root cause identified
- Work with area teams to deep dive into tools and tool utilization to drive change and tool acceptance
- Work on various projects as needed for both the center and enterprise
VERIZON WIRELESS
TECH SPECIALIST
10.2015 - 05.2016
Job overview
- Handle incoming technical support calls, ensure all quality and operational metrics are met while creating a world class customer experience
- Work with internal teams as needed for continued support
- Selected as part of dedicated feedback and testing group to provide specific and actionable suggestions to improve employee and customer experience
VERIZON WIRELESS
OPERATIONS SPECIALIST
09.2014 - 10.2015
Job overview
- Handle all back of house store operations including inventory management (monthly cycle counts, weekly batch counts, receiving and reconciling inventory, device and accessory returns, trade in and device payment reconciliations) merchandising, facilities requests, wireless workshops, device setup and any other operational needs
- Assisted in sales as needed based on volume
- From February 2015 to October 2015 this position was at the Destination store in Boston
- Opened the store including all setup and inventory/ merchandising of store before opening, with continued operations support that included working with internal stakeholders to coordinate store visits and events as well as job shadows for Smart Store Plus locations opening in the future
VERIZON WIRELESS
ASSOCIATE- BUSINESS SALES
11.2013 - 09.2014
Job overview
- Handle all administrative tasks related to business account sales, and work with key stakeholders both internally and externally for business support
- Complete and assist in delivering Quarterly Business Review as well as general account maintenance as needed for strategic accounts
- Deliver online and in person training and device deployments as needed
VERIZON WIRELESS
SOLUTIONS SPECIALIST
08.2012 - 11.2013
Job overview
- Assist Verizon customers in a direct retail location with upgrades and new lines, as well as accessories and general customer service/technical support
- Responsible for individual metrics related to sales KPIs
- Raised concerns with return process materials on website and via examples provided of negative customer impact was able to drive change to both process and materials provided company wide
- Via Think Tank competition submitted suggestion for retail and customer service collaboration, presented to executives through several levels of competition and idea was ultimately selected as winner, being implemented in all southeast area stores
VERIZON WIRELESS
CUSTOMER CARE/ TECHNICAL SUPPORT SUPERVISOR
03.2010 - 08.2012
Job overview
- Led team of 10-15 Customer Service representatives
- Handle escalations as necessary
- Ensure training/updates on policy changes communicated effectively to team
- Through coaching and feedback, promoted a positive performance based culture.
- Launched Tech department in Bangor with one other supervisor, led team to #1 in quality in the country in first year
VERIZON WIRELESS
CUSTOMER SERVICE REP
06.2009 - 03.2010
Job overview
- Handle incoming customer service calls
- Process orders (equipment, service/feature change and billing orders)
- Tier 1 troubleshooting
- Research customer issues and contact appropriate departments as needed
- Follow up with customers as needed
KELLY SERVICES
UNICEL CONTRACTOR
12.2008 - 06.2009
Job overview
- (Unicel was purchased by Verizon during this timeframe) Handle incoming customer service and handset migration calls, including port calls
- Place handset orders for customers being migrated to VZW while ensuring customer satisfaction and retaining customers
- Process port requests for customers wishing to port to VZW early
- Special projects as needed (returned mail, customer follow ups, etc.)
Education
BREWER HIGH SCHOOLBangor, ME
HIGH SCHOOL DIPLOMA, General Courses
06.2000
University Overview
Skills
- Leadership
- Analytical Mindset
- Employee Engagement
- Process Improvement
- Business and Technical Acumen
- Change Management
- Resource Management
- Information Management
Timeline
MANAGER II POST ORDER FRAUD/SPECIALIZED SERVICE
WAYFAIR
06.2021 - 01.2024
MANAGER II DIGITAL (CHAT) TEAM
WAYFAIR
06.2020 - 06.2021
MANAGER II CASE MANAGEMENT TEAM, SPECIALIZED SERVICE
WAYFAIR
01.2019 - 06.2020
MANAGER I
WAYFAIR
10.2017 - 01.2019
VIRTUAL ADVISOR
VERIZON WIRELESS
05.2016 - 03.2017
TECH SPECIALIST
VERIZON WIRELESS
10.2015 - 05.2016
OPERATIONS SPECIALIST
VERIZON WIRELESS
09.2014 - 10.2015
ASSOCIATE- BUSINESS SALES
VERIZON WIRELESS
11.2013 - 09.2014
SOLUTIONS SPECIALIST
VERIZON WIRELESS
08.2012 - 11.2013
CUSTOMER CARE/ TECHNICAL SUPPORT SUPERVISOR
VERIZON WIRELESS
03.2010 - 08.2012
CUSTOMER SERVICE REP
VERIZON WIRELESS
06.2009 - 03.2010
UNICEL CONTRACTOR
KELLY SERVICES
12.2008 - 06.2009
BREWER HIGH SCHOOL
HIGH SCHOOL DIPLOMA, General Courses
Similar Profiles
Janet KramerJanet Kramer
Service Specialist at WayfairService Specialist at Wayfair
Oluwatosin AjiloreOluwatosin Ajilore
Customer Service Representative at WayfairCustomer Service Representative at Wayfair
Latrell BraxtonLatrell Braxton
Bulk Operator at WayfairBulk Operator at Wayfair
Kei-Onna VenturaKei-Onna Ventura
Senior Transportation Planner at WayfairSenior Transportation Planner at Wayfair
Laurie Littlefield, MA, CPC, CEDCLaurie Littlefield, MA, CPC, CEDC
Denials Specialist at OptumDenials Specialist at Optum