Heather Sullivan
Colorado Springs,CO
Summary
Dynamic team leader skilled in optimizing workflows and enhancing productivity in customer support environments. Successfully implemented process improvements that reduced operational delays while motivating team members through positive reinforcement. Demonstrated expertise in ensuring compliance and facilitating effective interdepartmental communication.
Overview
1
1
year of professional experience
Work History
Advocacy/Helpline Team Lead
Mindr - Intoxalock
11.2025 - Current
- Ensured team compliance with state regulations through effective leadership and oversight.
- Optimized daily workflow to enhance efficiency in task execution and processes.
- Facilitated interdepartmental communication to strengthen collaboration across teams.
- Delegated tasks based on individual skill sets to maximize group productivity.
- Implemented process improvements that streamlined operations and minimized delays.
- Motivated staff using positive reinforcement techniques to boost morale and performance.
- Provided guidance to team members, ensuring timely completion of high-quality tasks.
- Identified and executed opportunities for process enhancements as needed.
Tier 2 Customer Support Specialist
Mindr - Intoxalock
02.2025 - 11.2025
- Responded promptly to customer inquiries via phone and email.
- Assisted customers with product feature navigation and issue troubleshooting.
- Documented customer interactions in support ticketing system for tracking purposes.
- Collaborated with team members to resolve complex customer concerns efficiently.
- Educated customers on company policies and state regulations.
- Maintained up-to-date knowledge of company products, policies, and procedures.
Administrative Assistance
Earthwise Enterprises
- Delivered comprehensive administrative support by managing phone calls and emails efficiently.
- Assisted project management team with various administrative tasks to enhance productivity.
- Organized and archived important documents in shared drives and physical files.
- Coordinated appointment scheduling and maintained accurate calendars for team members.
- Supported technical staff through meeting arrangements, document preparation, and information research.
Level 4 Customer Experience Professional
Xfinity
- Trained staff on best practices for handling customer inquiries and complaints.
- Collaborated with marketing teams to align customer experiences with brand messaging.
- Facilitated workshops that promoted effective communication skills among team members.
Call Center Lead/Scheduler
Current USA Inc.
- Created and managed weekly work schedules for 300+ representatives to optimize staffing
- Trained, assisted, and oversaw daily operations for 300+ representatives
- Provide prompt, efficient and courteous customer service
- Ensured accuracy in metric numbers for insightful reporting.
- Communication with different supervisors to maintain consistent production
Education
Community Prep School -
Community Prep School
Colorado Springs, CO01-2006
Skills
- Customer support
- Call center operations
- Issue resolution
- Documentation management
- Team leadership
- Task delegation
- Staff supervision
- Cross-functional collaboration
- Meeting facilitation
- Effective communication
- Verbal and written communication
- Process improvement
- Attention to detail
- Customer focus
- Diversity and inclusion
- Conflict resolution
- Strategic planning
Salary Expectations
Open for negotiation
Timeline
Advocacy/Helpline Team Lead
Mindr - Intoxalock
11.2025 - Current
Tier 2 Customer Support Specialist
Mindr - Intoxalock
02.2025 - 11.2025
Administrative Assistance
Earthwise Enterprises
Level 4 Customer Experience Professional
Xfinity
Call Center Lead/Scheduler
Current USA Inc.
Community Prep School -
Community Prep School