HEATHER R BERLINE
Uniontown,OH
Summary
Resourceful Operations Supervisor experienced in navigating routine and complex business challenges. Streamlined operations and increased productivity through innovative problem-solving and leadership. Committed to delivering exceptional results and enhancing operational efficiency.
Overview
16
16
years of professional experience
Work History
Business Operations Leader, XBS US
Xerox
North Canton, USA
01.2026 - Current
- Led a national Business Operations team managing a team of 15+ specialists delivering operations support to the sales organization across the United States
- Built and expanded a centralized Business Operations support model that shifted administrative and operational responsibilities away from the sales organization, enabling account executives to focus on revenue-generating activities while improving operational consistency and customer service
- Partnered with Sales leadership to identify administrative burdens and expand Business Operations support model, enabling sales teams to focus on customer relationships and revenue generation
- Led continuous improvement initiatives by standardizing processes and documenting best practices, enhancing operational efficiencies across national shared service organization
- Coached and developed geographically dispersed team, driving accountability and fostering a customer-first service culture
- Support strategic initiatives and organizational transformation by implementing new operational processes, leading change management efforts, and ensuring successful adoption across the business
Regional Client Success Leader, XBS
Xerox
North Canton, USA
10.2024 - 01.2026
- Promoted to lead a regional organization of 25+ Client Success and Platinum Account professionals, expanding leadership responsibilities from a single Ohio market to a large multi-state operation
- Led the Platinum Account team supporting major XBS customers, managing complex account escalations, equipment lifecycle activities, connectivity, and executive customer support
- Spearheaded the design and launch of a new client onboarding function, developing standardized processes that ensured successful implementation of revenue generating customer orders
- Developed comprehensive onboarding playbook and quality assurance framework that standardized processes and improved operational consistency
- Oversaw regional ServiceNow operations, managing customer inquiries, escalations, and offshore support teams to ensure timely issue resolution and maintain high service quality
- Directed regional ServiceNow operations, overseeing customer inquiries, escalations, and offshore support teams to ensure timely issue resolution and high service quality
- Partnered with IT and ERP leadership to enhance system functionality and implement workflow improvements supporting new operational processes
- Coached and developed geographically dispersed teams, fostering collaboration across Sales, Operations, Finance, Leasing, Logistics, and Customer Support to enhance customer experience
Sales Operations Manager, XBS
Xerox
North Canton, USA
10.2022 - 10.2024
- Partnered with sales and executive leadership to optimize sales processes and enhance operational efficiency, directly supporting revenue growth
- Analyzed sales performance metrics and forecasting data to deliver actionable insights that informed strategic decision making
- Led cross-functional initiatives with finance, customer success, and operations to streamline workflows and improve the customer experience
- Identified process inefficiencies and implemented automation and workflow improvements, reducing manual effort and increasing overall productivity
- Develop and maintain sales dashboards and reports to track KPIs and identify trends
Order Process Manager, XBS
Xerox
North Canton, USA
07.2015 - 10.2022
- Analyze revenue recognition, profitability, audit legal contracts, manage order queue
- Analyzed revenue recognition and profitability, audited legal contracts, and managed order queue to ensure compliance and efficiency
- Developed and documented processes to improve operational efficiency.
- Communicated with external leasing vendors to resolve issues, ensuring timely receipt of funding and maintaining positive vendor relationships
- Work diligently with internal Sales Teams and Branch Leadership. Major Account Support
- Acted as liaison between US and offshore teams to facilitate communication and collaboration.
- Liaison between US and offshore employees
- Identified and implemented process improvements that streamlined order processing and enhanced operational effectiveness
- Perform internal audits between Corporate and Headquarters
Contract Billing Administrator, XBS
Xerox
North Canton, USA
07.2010 - 07.2015
- Established new contracts for document management lease, managed print, and general maintenance agreements
- Updated contracts to reflect changes in devices, ensuring accuracy and compliance
- Update existing contracts with new or removed devices
- Established systems for setup processes new contracts on document management lease, managed print, and general maintenance agreements
- Addressed contract and billing inquiries in collaboration with Sales, Service, and Order Processing teams
Education
Bedford High School
Bedford, OHSkills
- Operations management
- Process optimization
- Process implementation
- Project management
- Business process mapping
- Revenue growth strategies
- Operational effectiveness
- Strategic thinking
- Cross-functional collaboration
- Change management
- Team leadership
- Employee training
- Teamwork
- Business operations
Timeline
Business Operations Leader, XBS US
Xerox
01.2026 - Current
Regional Client Success Leader, XBS
Xerox
10.2024 - 01.2026
Sales Operations Manager, XBS
Xerox
10.2022 - 10.2024
Order Process Manager, XBS
Xerox
07.2015 - 10.2022
Contract Billing Administrator, XBS
Xerox
07.2010 - 07.2015
Bedford High School