Summary
Overview
Work History
Education
Skills
Timeline
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HEATHER VANDERHOFF

Elmira

Summary

Experienced and passionate Customer Care Manager with over 15 years of success leading service teams in fast-paced, customer-centric environments. Proven expertise in coaching, mentoring, and performance management, with a strong focus on KPIs such as CSAT, response time, and engagement. Skilled at building high-performing teams, resolving escalations, and fostering a positive and collaborative culture. A lifelong dog lover aligned with Sundays for Dogs' mission—excited to drive strategic growth while enhancing the modern dog parent experience with quality and convenience.

Overview

12
12
years of professional experience

Work History

Customer Care Team Lead

FEV Tutor
06.2023 - 12.2024
  • Led and coached a remote team of associates with 0% negative attrition, fostering growth and accountability.
  • Built a scalable QA framework and implemented customer-centric processes, boosting CSAT by 20%.
  • Created and maintained a strategic escalation playbook, reducing resolution time by 30%.
  • Used Salesforce and Excel dashboards to track performance and deliver targeted feedback.
  • Ensured clear communication of team goals and aligned priorities through weekly 1:1s and stand-ups.
  • Championed customer-first mindset to promote empathetic, timely, and accurate support.

Customer Service Call Center Manager

Wayfair
11.2018 - 10.2022
  • Managed a 15–18 person team, increasing quality performance from 76% to 95% while decreasing absenteeism by 40%.
  • Mentored and promoted 4 team members by investing in continuous development and 1:1 coaching.
  • Designed workflows and support strategies to enhance first-contact resolution and team efficiency.
  • Partnered cross-functionally to align frontline feedback with long-term CX improvements.
  • Implemented AI and ticket triage enhancements to streamline daily customer support.

Operations Team Leader

Travelers Insurance
11.2014 - 11.2018
  • Oversaw performance and development of 20 agents across multiple service lines.
  • Exceeded retention goals by 30% by coaching toward excellence and using KPI-driven feedback.
  • Led daily reporting and worked with stakeholders to align metrics with department-wide goals.
  • Encouraged open communication and team ownership through regular feedback and recognition sessions.

CAT Claims Site Leader

Travelers Insurance
04.2013 - 11.2018
  • Directed 30 agents during high-volume emergency periods, ensuring support continuity and morale.
  • Reduced onboarding time by creating dynamic training modules focused on core customer care skills.
  • Used scheduling tools to decrease overtime by 15% and improve resource coverage.
  • Conducted post-call feedback sessions and quality evaluations to ensure excellence in support delivery.

Education

Bachelor of Arts - Business Administration

Elmira College
Elmira, NY

Associate of Applied Science - Business Management

Corning Community College
Corning, NY

Skills

  • Customer Care Leadership & CX Strategy
  • Team Coaching, Development & Retention
  • Customer Journey Mapping
  • Cross-Functional Collaboration
  • Quality Assurance & Root Cause Analysis
  • Escalation Handling & Service Recovery
  • Performance Management
  • Workflow & Process Optimization
  • CRM Platforms (Salesforce, Service Hub; familiarity with Zendesk & Dixa) experienced in centralized omnichannel platforms)

Timeline

Customer Care Team Lead

FEV Tutor
06.2023 - 12.2024

Customer Service Call Center Manager

Wayfair
11.2018 - 10.2022

Operations Team Leader

Travelers Insurance
11.2014 - 11.2018

CAT Claims Site Leader

Travelers Insurance
04.2013 - 11.2018

Associate of Applied Science - Business Management

Corning Community College

Bachelor of Arts - Business Administration

Elmira College

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HEATHER VANDERHOFF