Heather R. Harnden
Bennington,Ne
Summary
Workforce management and analytics specialist with over 17+ years of extensive expertise in leadership and technical support. Demonstrates strong skills in workforce management, process development, and problem solving, with a proven track record of optimizing communication channels and enhancing service delivery. Committed to continuous improvement and adept at integrating technical platforms to streamline operations, ensuring detailed accuracy and effective communication. Specializing in Oracle Field Service and Cloud (OFS)
Overview
16
16
years of professional experience
Work History
HFC Performance Specialist Ll
Cox Communications
Omaha, Ne
05.2015 - Current
- Coordinate cross-functional communication channels between field technicians and leadership, ensuring seamless information flow and rapid issue resolution utilizing Oracle Field Service Cloud (OFSC).
- Drive process improvement initiatives through specialized training programs, onboarding protocols, and workflow optimization for HFC Performance team.
- Spearhead development of new HFC processes, integrating multiple technical platforms to streamline operations and enhance service delivery.
- Foster partnerships across technical teams to identify service gaps and implement targeted solutions, strengthening network performance standards.
- Utilizing OFSC, UET, FNTc, Admin Portal, ARC, Plantview, Bizview, Homeview, Coral, WATTS, MyWorld, Trimble, Cheetah XD, Avaya, Sharepoint, and Teams
Technical Support Representative
Cox Communications
Omaha, Ne
10.2012 - 05.2015
- Resolved complex technical issues through systematic troubleshooting while maintaining high customer satisfaction and leveraging multiple diagnostic platforms.
- Drove revenue growth through strategic cross-selling, identifying customer needs and recommending tailored solutions to enhance service value.
- Developed creative problem-solving approaches to address complex technical issues while ensuring optimal customer experience
Team Lead - Contact Center
Bank of the West
Omaha, Ne
11.2008 - 10.2012
- Led contact center team operations, implemented quality assurance protocols, and orchestrated performance monitoring systems while managing call volume trends and resolution metrics.
- Mentored representatives through personalized monthly coaching sessions, fostering professional growth and enhancing customer service capabilities.
- Coordinated cross-functional support between phone and digital channels, ensuring consistent service delivery and resolution across all platforms.
Education
High School -
Bellevue East High School
Bellevue, NE12.2005
Skills
- Oracle Field Service (OFSC) experience
- Strong leadership skills
- Workforce Management and Analytics
- Great organizational skills
- Attention to detail
- Flexibility to learn new skills quickly and accurately
- Effective verbal, written and interpersonal communication
- Project management
- Complex Problem-solving
- Analytical thinking
Timeline
HFC Performance Specialist Ll
Cox Communications
05.2015 - Current
Technical Support Representative
Cox Communications
10.2012 - 05.2015
Team Lead - Contact Center
Bank of the West
11.2008 - 10.2012
High School -
Bellevue East High School