Heather Woodruff
Customer Advocate and Relationship Builder
Portland, OR,OR
Summary
Accomplished Customer Support and Success Manager passionate about leading and developing dynamic teams. Experienced in turning around underperforming programs to create highly successful teams through process improvement, staff development, and inclusivity. Dedicated to the success and satisfaction of every customer.
Overview
9
9
years of professional experience
Work History
Supervisor-Factoring Customer Support
Truckstop.com
Boise, ID
02.2022 - Current
- Monitor employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
- Communicating and supporting change management as new processes and systems are introduced in response to hyper growth business needs.
- Collaborating with internal stakeholders on customer facing projects and process improvements.
- Assisting in interview and hiring process as well as developing and training new staff members.
- Early stage development of conflict resolution training for support team to better equip and empower effective handling of escalated customer interactions.
- Workforce management knowledge and regular reporting on SLA/KPI's.
Manager-Customer Support, North America
EROAD, Inc.
Tualatin, OR
05.2015 - 03.2022
- Train, mentor, and manage multiple Customer Support and Success associates of varying levels on performance-oriented strategies, driving customer obsessed daily initiatives in fully remote setting.
- Introduced North American business to live chat services, which became chosen form of communication by customers (approximately 60% of inbound interaction), leading to consultation with and adoption of service by wider global business.
- Daily supervision of associates and assessment of performances to determine training needs and drive process improvements.
- Motivate teams to achieve high performance through warmth, respect and honesty.
- Provide coverage as needed based on head count and call /chat volume.
- Collaboration with Customer Success, Implementation, Finance, and Engineering teams to resolve customer escalations and make process improvements.
- Assume ownership over team productivity and managing work flow to exceed quality service goals. Provide Executive team with periodic metrics reporting and business recommendations.
- Research and correct complex, escalated and customer concerns to promote company loyalty and customer retention.
- Assess support channel trends to identify improvement opportunities and approaches to better align processes with intended results.
- Voice of Customer and Support team within wider Leadership group
- Sustain continuous improvement by implementing changes to telephone systems, live chat services and case management.
- Trusted resource for executive decision-making processes, corrective actions, and improvements.
- Recruiting, interviewing, and performance improvement plans
Conflict Resolution Manager
Uber, Inc
San Francisco, CA
09.2014 - 05.2015
- Promoted from Community Support Representative to highly specialized role as Community Manager-Conflict Resolution within first three months of employment; this unique position required securing several weeks of additional training as well as proficiency testing.
- Managed communications between drivers and riders as mediator. Researched disputes between drivers and riders to create complete picture, securing supporting documentation as needed.
- Provided final resolution plans requiring solid decision making skills, ability to defuse escalated situations, and case confidence.
- Successfully mentored and trained new Conflict Resolution Managers on best practices and fearless communication.
Education
Associate of Science - Web Content And Design
Sessions College For Professional Design
Tempe, AZSkills
- Team Building and Development
- Communication
- Leadership
- Account Management
- Performance Reporting
- Product and Support Mentor
- Onboarding and Training Plans
- Collaboration
- Process Improvements
- SaaS and High Growth Sales Support
- Customer Advocacy
- Retention Initiatives
- Process Improvements
- SaaS and High Growth Sales Support
- Customer Advocacy
- Retention Initiatives
- On-Site Support
- Customer rapport
- Technical Support Triage
- Customer technical support
- Customer experience enhancement
- Support policy planning
- Supporting field operations
- Process Improvements
- SaaS and High Growth Sales Support
- Customer Advocacy
- Retention Initiatives
- Product and service sales
- Account development
- Upselling
- Order management
- CRM Systems
- Lead prospecting
- Operations
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Supervisor-Factoring Customer Support
Truckstop.com
02.2022 - Current
Manager-Customer Support, North America
EROAD, Inc.
05.2015 - 03.2022
Conflict Resolution Manager
Uber, Inc
09.2014 - 05.2015
Associate of Science - Web Content And Design
Sessions College For Professional Design
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