HEATHER ROSENFELDT
Summary
Results-driven professional, prepared to bring extensive experience in managing executive operations and driving strategic initiatives. Focused on fostering collaborative environment and ensuring alignment with organizational goals. Reliable in adapting to dynamic needs and skilled in project management and communication.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Owner
Stretch Lab Flagstaff
08.2022 - Current
- Owner and operator of Stretch Lab Flagstaff, a one-on-one assisted stretch studio
- Managed build out, hiring, finance and day-to-day operations
Managing Director & VP, Business Operations
ESL Gaming America
01.2017 - 03.2024
- Recruited to run the day-to-day operations of ESL Gaming including HR, Finance, Business Operations, IT, Engineering, Digital and Event Production and Project Management
- Transformed the sales and business operations processes to provide better visibility, revenue recognition and cost savings
- Increased overall company performance by implementing strategic management initiatives and streamlining operations.
- Implemented new processes for sales forecasting, RFPs, budgeting, project management and contracts
- Transformed Engineering, Digital and Event Production to improve profitability and satisfaction by moving to a contractor model
- Strengthened client relationships with regular communication, timely project delivery, and high-quality services.
- Cultivated a strong organizational culture built on integrity accountability teamwork which resulted in higher retention rates among staff.
President
Quiddity Consulting Services
03.2015 - 12.2016
- Assisted startups and high growth companies with outsourced operations services
- Specialties include eCommerce strategy, Customer Experience, supply chain strategy, 3PL integration, Customer Service strategy, Customer Service technology, project management and team building
- Clients included Trunk Club, DailyLook, Inc., Violet Grey, Inc., Hop Skip Drive and ESL Gaming
VP, Operations and Customer Experience
NordstromRack.com HauteLook
06.2010 - 03.2015
- Developed and implemented technology, processes and systems solutions for e-Commerce, finance, supply chain, merchandising, fulfillment, and IT for an online retail division of Nordstrom
- Directed Customer Service, PMO and Customer Experience teams
- Forged Nordstrom Rack's entry into e-Commerce
- Played a key role in developing a strategy, processes and infrastructure
- Spearheaded change management and development efforts, taking the web site live in May 2014
- Revitalized customer care with new technology & processes
- Implemented an enhanced Customer Relationship Management platform (CRM) and Automated Call Director solution (ACD) to manage call center interactions
- Extended hours of operation, expanding coverage to 16x7
- Improved KPIs, achieving an 80% service level, 60-second ASA and 3-minute AHT
- Boosted overall sat scores 12% to 4.35/5.00
- Implemented a warehouse management system (WMS) with fully-integrated material and handling systems
- Boosted receiving productivity 57% and pick & pack 50%
Education
Masters of Science (MS) - Management - Project Management
NORTHERN ARIZONA UNIVERSITY
Flagstaff, AZ01.2005
Bachelors of Science (BS) - Communications
NORTHERN ARIZONA UNIVERSITY
Flagstaff, AZ01.1997
Bachelors of Arts (BA) - Spanish
NORTHERN ARIZONA UNIVERSITY
Flagstaff, AZ01.1997
Skills
- Strategic planning
- Business planning
- Operations management
- P&L Management / Cost Controls
- Project & Program Management
- Best Practices / Process Optimization
- Customer Experience
- Team Building
- Customer relations
- Verbal and written communication
Certification
- Project Management Professional (PMP) - Project Management Institute.
- Certified Supply Chain Professional (CSCP)
Timeline
Owner
Stretch Lab Flagstaff
08.2022 - Current
Managing Director & VP, Business Operations
ESL Gaming America
01.2017 - 03.2024
President
Quiddity Consulting Services
03.2015 - 12.2016
VP, Operations and Customer Experience
NordstromRack.com HauteLook
06.2010 - 03.2015
Bachelors of Science (BS) - Communications
NORTHERN ARIZONA UNIVERSITY
Bachelors of Arts (BA) - Spanish
NORTHERN ARIZONA UNIVERSITY
Masters of Science (MS) - Management - Project Management
NORTHERN ARIZONA UNIVERSITY
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