Heather Kootsvayouma
Flagstaff,Arizona
Summary
Results-oriented leader in contact center and retail management with expertise in training development and customer relationship management. Successfully led teams to exceed performance goals and collaborated with departments to streamline operations, ensuring high-quality service and compliance.
Overview
20
20
years of professional experience
Work History
Production Lead – WAH
CenterWell Specialty Pharmacy
Flagstaff, USA
05.2018 - Current
- Support for Specialty Pharmacy Contact Team
- Excellent customer service and resolution of escalated accounts
- Creating training Power Points such as “CWSP cross training for CWP,” “Peak Prep 2026”
- Facilitating cross training and uptraining for Internal Development and New Hires
- Participant in Agent Assist Pilot program for the introduction of AI
- Working with Facilitation to develop CBTs focused on Specialty Pharmacy needs including “Vacation Overrides” and “Fill Requests and Reorder Process”
- Strong interpersonal relationships with peers and advocates
- Report processing and completion
- Creative approach to problem solving
- Collaborated with other departments to ensure smooth operations.
- Quality Monitoring of phone calls for Compliance and Regulations
General Manager
Goodwill Industries of Central and Northern Arizona
Phoenix, USA
12.2016 - 04.2018
- Led a team of 25+ associates to maintain store productivity and cleanliness
- Achieved production goal of $25k daily in used goods sales, enhancing inventory turnover.
- Coordinated store set up for 4 new grand openings in 2018, ensuring readiness for launch.
- Resolved escalated customer complaints, boosting satisfaction and reinforcing store reputation.
- Facilitation of new hire orientation
- Partnership with Career Center to transition special needs applicants to the workforce
General Manager
Party City
Mesa, USA
10.2005 - 10.2015
- Promoted from entry level associate to the management team after first month of employment
- Directed operations and managed staff as Acting District Manager for 2 Halloween City temp stores in 2014
- Lowered Mesa Riverview’s shrink percentage from a 7% deficit to 1.7% in 2015
- Developed onboarding training program for franchise of 12 stores, streamlining new hire integration
- Executed hiring processes and onboarded new and seasonal associates at multiple locations
- Coordinated store setup and merchandising for grand openings, enhancing customer experience in 2007-2009
- Expert in POS (Point of Sale) Systems
- Established a partnership with Sloan Park to bring in Cubs merchandise for the Spring Training Season in 2015
Education
Bachelor of Fine Arts - Illustration, Visual Communication
The University of Arizona
Tucson, AZ05-1996
Associate of Arts - 2D Design
Phoenix College
Phoenix, AZ05-1994
Skills
- Customer care
- Microsoft Office Suite
- Presentation skills
- Training and facilitation
- Verbal and written communication
- Training development
- Call quality monitoring
- Customer relationship management
Timeline
Production Lead – WAH
CenterWell Specialty Pharmacy
05.2018 - Current
General Manager
Goodwill Industries of Central and Northern Arizona
12.2016 - 04.2018
General Manager
Party City
10.2005 - 10.2015
Bachelor of Fine Arts - Illustration, Visual Communication
The University of Arizona
Associate of Arts - 2D Design
Phoenix College