Heather Ford
Indianapolis,IN
Summary
High energy candidate with a proven track record in building and motivating dynamic teams. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
13
13
years of professional experience
Work History
Director of Customer Experience
Kennected
03.2023 - Current
- Lead and oversee the company-wide customer experience. Responsible for ensuring best- in-class support, service, and satisfaction for Kennected's diverse customer base
- Spearheaded the development and execution of customer-centric strategies to enhance the end-to-end customer journey, resulting in a 20% increase in overall satisfaction scores
- Implemented and optimized customer feedback mechanisms, including surveys and NPS (Net Promoter Score) analysis, to gain actionable insights and drive continuous improvement initiatives
- Developed and maintained strong relationships with key enterprise clients, acting as a trusted advisor and advocate for their unique needs and concerns
- Led the implementation of a comprehensive training and development program for customer support and service teams, resulting in a 15% improvement in first-call resolution rates
- Collaborated with cross-functional teams, including product development and marketing, to ensure alignment between customer feedback and product/service enhancements
- Orchestrated crisis management and communication strategies during challenging incidents, minimizing brand damage and restoring customer trust
- Manage a team of customer support representatives, setting clear performance goals and providing ongoing coaching and feedback
- Introduced a chatbot and AI-driven automation system, reducing response times and improving the efficiency of customer inquiries
- Co-Developed and implemented a customer onboarding program, resulting in a 25% reduction in churn rate among new customers
- Collaborated with the sales team to ensure a seamless handover process from sales to support, improving customer understanding and satisfaction during the transition
- Evaluated business reports to build action plans to offset negative trends
- Reviewed billing problems, researched issues, and resolved concerns
- Managed monthly billing process in Stripe to complete billings and returns to meet company revenue recognition policies
Enterprise Sales Manager
Kennected
07.2022 - 03.2023
- Lead a dynamic sales team responsible for selling Kennected's suite of enterprise-level software solutions to Fortune 500 companies and large-scale organizations
- Exceeded revenue targets, consistently contributing to company growth and profitability
- Developed and implemented a comprehensive sales strategy that identified key target industries and clients, resulting in a 30% increase in lead generation
- Cultivated and maintained strong relationships with C-level executives and decision- makers, leveraging a consultative approach to understand their business challenges and provide tailored solutions
- Collaborated with cross-functional teams, including product development and marketing, to ensure alignment between customer needs and product offerings
- Provided leadership and mentorship to sales representatives, fostering a culture of continuous learning and accountability
- Conducted market research to stay informed about industry trends and competitors, enabling proactive adjustments to sales strategies
- Streamlined the sales process through the implementation of CRM tools and data- driven analytics, resulting in a 20% increase in efficiency
Store Manager
Bridal Rack
06.2019 - 02.2021
- Responsible for recruiting, developing, and training all employees for multiple Indianapolis locations
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Increased sales volumes by an average of 190% year over year
- This increase was done via a change in digital marketing presence, increasing access and visibility to product knowledge for both employees and customers, and being highly adaptable and flexible in an ever changing industry
- Received multiple awards related to sales and profit margins, including awards for sales performance in 2020-2021, while navigating a global pandemic during unprecedented times in the sales and business industry
Lead Department Manager
Von Maur
04.2015 - 06.2019
- Supervised and successfully managed a diversified team of 20 different individuals in terms of positions, qualifications, and job roles throughout the company
- Surpassed company given directives on several occasions, the longest consecutive streak being 13 months, and empowered associates to help the company achieve the overall sales plan for the fiscal year
- Conducted training and development conversations with members of the team to help them grow as leaders and overall better business people
- As an example, FY2018 sales plans were exceeded at 144% to the prior year plans, and 128% year over year
- This was successful in part to the steps above, as well as a renewed focus on customer satisfaction through increased team dialogue and a consistent sales training
- Communicated with managers of other departments to maintain transparency.
Store Manager
Andrews Jewelers
05.2012 - 05.2015
- Built a successful business and sales plan strategy, and successfully managed day to day operations for a multi-million dollar sales location within the company
- Became a local pillar within the community, partnering with local businesses to not only further the company's overall reach via marketing strategies, but also to allow local businesses to build their respective brands via complex marketing strategies
- Implemented several strategic initiatives within the company to attain and surpass all Key Performance Indicators which fostered a culture of success and allowed the company to further succeed in several facets of the business
- Managed Profit and Loss statements with multiple levels of success, from reducing company expenses to further increase company profit
- Controlled payroll to maintain profits while still also maintaining successful levels of customer satisfaction
- Certified by the Diamond Council of America in 2013
District Training Coordinator/Store Manager
The Walking Company
03.2011 - 05.2012
- Surpassed annual revenue plans for the company, via Sales Increases and improvements throughout the total process, from reorganizing inventory processes to improving shrink and reducing overall company losses
- Served as a peer to peer mentor for fellow team members throughout the company, as well as a Liaison to District Managers as a soundboard for addressing and rectifying any and all company issues
- Established succession planning by training and mentoring associates into leadership positions
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
Education
Indiana University, Purdue University
2011
Skills
- Supervisory Skills and Training
- Including Strategic business
- Development, and Strong
- Communication Skills
- Enterprise Sales Strategy
- Sandler Certified : Gold Mastery
- Operations Management
- Payroll and P&L Management
- Inventory Control
- Strong Selling Skills
- Client Relationship
- Management
- Team Leadership and
- Development
- Consultative Selling
- Market Research and Analysis
- Contract Negotiation
- Product Demonstration
- Crisis Management
- Automation
- AI Implementation
- Cross Functional Collaboration
- Data-Driven Decision Making
- Employee Performance Evaluations
- Customer Inquiries
- Constructive Feedback
- Customer Experience Management
- Performance Goals
- Conflict Resolution Tactics
- Customer Buying Habits
- Billing Procedures
- Accounts Payable and Accounts Receivable
- Stripe Payment Processor
- HubSpot CRM
Timeline
Director of Customer Experience
Kennected
03.2023 - Current
Enterprise Sales Manager
Kennected
07.2022 - 03.2023
Store Manager
Bridal Rack
06.2019 - 02.2021
Lead Department Manager
Von Maur
04.2015 - 06.2019
Store Manager
Andrews Jewelers
05.2012 - 05.2015
District Training Coordinator/Store Manager
The Walking Company
03.2011 - 05.2012
Indiana University, Purdue University
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