Heather Rein
Morrill,NE
Summary
Dynamic Research and Response Analyst with 16 years of experience spearheading training programs and implementing AI-driven solutions to enhance operational efficiency. Led initiatives that reduced case resolution time by 40% and improved employee productivity and quality control scores through comprehensive training and standardized workflows. Seeking a leadership role to drive strategic advancements and optimize customer-centric solutions through leadership and AI integration.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Research and Response Analyst
Mr. Cooper
08.2009 - Current
- Led comprehensive training programs for the Research Department, onboarding new hires, delivering advanced training to current employees, and training 25+ temporary swing call center staff at a time, resulting in a 40% reduction of average major case resolution time.
- Developed and maintained structured training materials that standardized workflows and reduced knowledge gaps, increasing training efficiency, improving employee production output, and increasing quality control scores.
- Resolved complex customer inquiries and complaints received via phone and written correspondence, consistently achieving high customer satisfaction and reducing case escalation rates.
- Proactively resolved complex customer escalations, preventing issues from advancing into formal complaints and safeguarding client relationships.
- Partnered with Project Management and Technology teams to design and implement AI-driven solutions that streamlined research workflows, improved productivity, reduced unnecessary case volume, and accelerated resolution times.
- Conducted comprehensive data collection and analysis projects, providing actionable insights that improved key performance indicators and strengthened departmental outcomes.
- Identified and analyzed recurring patterns and trends in customer interactions, translating insights into actionable strategies that enhanced overall customer experience and reduced complaint volume.
- Standardized research documentation workflows by centralizing case records and correspondence, ensuring full regulatory compliance while improving data accessibility and transparency for cross-departmental stakeholders.
- Established and maintained consistent cross-departmental communication channels, aligning processes, identifying knowledge gaps, and developing actionable improvement plans that enhanced collaboration and operational efficiency.
- Remote
Workforce Management Analyst
VertexOne
06.2002 - 08.2009
- Analyzed workforce data to optimize staffing levels and improve operational efficiency.
- Developed forecasting models to predict workload demands and enhance resource allocation.
- Collaborated with cross-functional teams to implement workforce strategies aligned with business objectives.
- Monitored key performance indicators to assess productivity and recommend process improvements.
- Led initiatives for continuous improvement in scheduling practices, resulting in increased service quality.
- Streamlined communication channels between departments to ensure alignment on workforce management initiatives.
Education
High School Diploma -
Scottsbluff High School
Scottsbluff, NE01.2001
Skills
- Productivity tools: Microsoft Office 365, SharePoint, Teams
- Leadership & Team Development: Cross-functional Coordination, Project Leadership, Mentoring Teams, Performance Management, Performance Enhancement
- Data & Analysis: Data Collection, Data Analysis, Trend Identification, Critical Thinking, Problem-Solving
- Innovation & Process Improvement: AI Integration, Workflow Automation, Process Automation, Innovation, De-escalation Strategies
- Attention to detail
- Project management
- Root-cause analysis
- Business operations analysis
- Data-driven trend analysis
- Excellent communication
- Strategic issue analysis
Accomplishments
- Champion Inclusion & Advocacy: Serve as an advocate for veteran employees, ensuring their unique perspectives, experiences, and needs are represented in company policies, programs, and culture.
- Program Management: Oversee ERT operations including budget management, event planning, and communication strategies to maximize impact and visibility.
- External Engagement: Represent the company in veteran-focused community partnerships, outreach programs, and industry events to strengthen employer brand and support veteran causes.
- Cross-Functional Collaboration: Partner with HR, Talent Acquisition, Learning & Development, and senior leadership to influence recruitment, retention, and career development strategies for veterans.
- Strategic Leadership: Develop and execute initiatives that promote diversity, equity, and inclusion with a focus on veterans, aligning ERG goals with broader organizational DEI strategy.
As Vice President of the Cooper Patriots Employee Resource Team, I lead initiatives that honor, support, and empower veterans within our organization and the communities we serve. This role included:
Certification
- Successfully Completed a two year/two part Comprehensive Leadership Program
Timeline
Research and Response Analyst
Mr. Cooper
08.2009 - Current
Workforce Management Analyst
VertexOne
06.2002 - 08.2009
High School Diploma -
Scottsbluff High School