Heather Peddie
Elgin,IL
Summary
Results-driven Operations Professional with expertise in customer service management and operational efficiency. Proven track record in implementing high-impact solutions that enhance team productivity and morale. Strong leadership abilities complemented by strategic insight and adaptability to changing priorities. Committed to achieving excellence in service delivery and driving organizational success.
Overview
14
14
years of professional experience
Work History
Senior Operations Manager
Claire's Boutique
10.2017 - 09.2025
- Directed end-to-end customer experience operations, achieving significant customer satisfaction gains.
- Led the global rebranding of the gift card program, resulting in an increased revenue of $550k through enhanced strategies.
- Spearheaded the rollout of the Buy Online, Pick Up In-Store program, boosting sales by $250K and saving costs by $158K quarterly.
- Defined customer health KPIs, enhancing operational efficiency, and customer value metrics.
- Managed customer support operations, improving resolution times, and service standards.
- Developed training materials for onboarding new employees in retail operations.
- Resolved customer inquiries and complaints promptly to maintain high satisfaction levels.
- Provided leadership during times of organizational change or crisis situations.
- Created monthly reports for senior management summarizing operational performance metrics.
- Managed a team of 10 remote employees, ensuring high productivity and quality standards were met.
- Utilized various software and tools to streamline processes and optimize performance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Achieved cost-savings by developing functional solutions to problems.
- Implemented cost-saving initiatives that improved profit margins across multiple departments.
- Analyzed workflow systems to identify bottlenecks and recommend process improvements.
- Led cross-functional teams in executing strategic projects, ensuring alignment with corporate goals.
- Collaborated with senior leadership to drive strategic planning and resource allocation decisions.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Reported issues to higher management with great detail.
Ecommerce Onboarding Analyst, Vendor Direct
Sears Holdings Corporation
12.2015 - 05.2017
- Unified global customer experience operations by standardizing digital and in-store processes.
- Reduced resolution times through implementation of inquiry and refund protocols.
- Enhanced retention rates by applying root-cause analysis to service issues.
- Delivered actionable customer insights to leadership by assessing adoption and retention trends.
- Ensured seamless customer experience during deployments by coordinating site testing with teams.
- Improved vendor onboarding efficiency, enhancing time-to-market and customer experience consistency.
- Collaborated with cross-functional teams to optimize processes and enhance operational efficiency.
Online Merchandiser - Baby & Kids Apparel, Baby Hardware
Sears Holdings Corporation
04.2013 - 12.2015
- Increased online engagement by managing product assortment and digital merchandising.
- Enhanced customer satisfaction through analytics collaboration to refine digital experiences.
- Reduced errors and improved shopping experience by enhancing product data accuracy.
- Strengthened operational efficiency by partnering with IT and merchandising teams for improvements.
Merchandise/Content Support Analyst
Sears Holdings Corporation
07.2011 - 04.2013
- Enhanced product data accuracy, reducing customer errors and improving shopping experience.
- Collaborated with IT and merchandising teams to implement efficiency-boosting process improvements.
Education
High School -
Conant High School
Hoffman Estates, IL06.1992
Skills
- Customer Experience Management
- Technical Troubleshooting & Root-Cause Analysis
- Cross-Functional Collaboration
- Process Documentation & SOP Development
- CRM Administration (Salesforce)
- Issue Tracking Systems (JIRA)
- Training & Development
- Project & Workflow Management
- Effective Communication
- Proactive Problem-Solving
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Supervised team of 10 staff members.
References
References available upon request
Languages
English
Native or Bilingual
Timeline
Senior Operations Manager
Claire's Boutique
10.2017 - 09.2025
Ecommerce Onboarding Analyst, Vendor Direct
Sears Holdings Corporation
12.2015 - 05.2017
Online Merchandiser - Baby & Kids Apparel, Baby Hardware
Sears Holdings Corporation
04.2013 - 12.2015
Merchandise/Content Support Analyst
Sears Holdings Corporation
07.2011 - 04.2013
High School -
Conant High School