Heather Troidl
Freeport
Summary
Experienced and results-driven leader with over 20 years of expertise in technology management, customer success, and operational optimization. Proven track record of effectively managing global teams, driving process improvements, and enhancing customer engagement. Adaptable and quick to make positive contributions when stepping into diverse positions. Seeking roles where skills can be utilized to help companies enhance customer engagement, optimize processes, and drive organizational growth.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Vice President, Revenue Operations
RoundTable Technology (RTT)
04.2022 - 10.2024
- Led global teams across sales, marketing, customer success, technical delivery, and strategic services for a Managed Services Provider specializing in supporting the IT needs of nonprofit organizations
- Drove a 15% increase in revenue and an 11% increase in NOI by aligning operations, streamlining workflows, and expanding into new markets
- Spearheaded the integration of sales and support processes, reducing client acquisition time by 45% and improving client retention rates to achieve above-market retention year-over-year
- Developed and implemented new service delivery strategies, resulting in a 20% increase in customer satisfaction scores
- Managed the successful launch of new service offerings, contributing to a 40% growth in business within 24 months
- Initiated and led the adoption of agile methodologies, improving project delivery speed by 25% and internal team efficiency by 15%
Director of Support Services
Roundtable Technology (RTT)
08.2021 - 04.2022
- Built and led a team focused on customer support and service delivery, improving issue resolution times by 35% through process optimization and cross-functional collaboration.
- Delivered tailored technology solutions for nonprofit clients, supporting substantial organizational growth.
- Established performance metrics that elevated customer satisfaction ratings and aligned teams with client-focused objectives.
Head of Technology & Client Education
Management Research Group (MRG)
03.2011 - 04.2021
- Developed and delivered technology and digital transformation solutions for internal and external stakeholders, improving efficiency and addressing business challenges
- Administered the Learning Management System (LMS), overseeing client education certifications and curriculum
- Served as Data Privacy Officer, successfully oversaw the implementation of GDPR compliance initiatives, safeguarding client data and ensuring continued regulatory compliance, avoiding potential fines
Technology Manager - Mortgage Business
TD Bank Group
01.2009 - 01.2011
- Managed relationships with vendors and business/IT partners to support mortgage operations and loan origination systems
- Directed over 500 system enhancements and regulatory updates within a 20-month period
- Led development teams on regulatory projects, achieving compliance by required deadlines
- Additional work experience prior to 2009 available upon request
Education
Bachelor of Applied Science (BASc) - Business/Managerial Economics
SUNY Empire State College
Skills
- Digital Transformation: Leading large-scale technology initiatives across multiple industries
- Regulatory Compliance: Extensive experience in managing compliance projects and developing frameworks
- Agile & SDLC Expertise: Proficient in iterative and traditional project methodologies
- Vendor & Team Management: Skilled in fostering strong vendor relationships and leading diverse teams
- Operational Optimization: Implementing process improvements to reduce costs and improve efficiency
- Building Global Teams: Maximizing labor investments and fully integrating global teams into company culture and operations to drive results
- Ethical Use of AI: Leveraging generative AI technologies to enhance operational efficiency while ensuring ethical guidelines are maintained
Certification
- BVOP Certified Project Manager
- Issued Jan 2021
- Credential ID:29580
Timeline
Vice President, Revenue Operations
RoundTable Technology (RTT)
04.2022 - 10.2024
Director of Support Services
Roundtable Technology (RTT)
08.2021 - 04.2022
Head of Technology & Client Education
Management Research Group (MRG)
03.2011 - 04.2021
Technology Manager - Mortgage Business
TD Bank Group
01.2009 - 01.2011
- BVOP Certified Project Manager
- Issued Jan 2021
- Credential ID:29580
Bachelor of Applied Science (BASc) - Business/Managerial Economics
SUNY Empire State College
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