Heidi Hobbs
customer success
Medford,OR
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
8
8
years of professional experience
Work History
Account Escalation Manager Senior Manager
Toast, Inc
Remote, Oregon
12.2020 - 10.2023
- Directed and managed a multi-level team of Customer Care Advisors across domestic and international locations, ensuring unparalleled customer satisfaction through technical guidance and performance evaluations
Technical Support Manager 1 (6 Month Assignment)
Toast, Inc
Remote, Oregon
12.2020 - 06.2021
- Led and mentored a frontline team of 20 (phone, chat, and email) concurrently with the Escalations team, achieving a remarkable performance turnaround within the first month, maintaining a top 3% ranking among all inbound agents for the next five consecutive months
Escalation Lead
Toast, Inc
Remote, Oregon
08.2019 - 12.2020
- Provided personalized technical support, demonstrating exceptional communication and proficiency in resolving escalated issues with empathy
Technical Support Specialist 2
Toast, Inc
Remote, Oregon
10.2018 - 08.2019
- Delivered personalized technical assistance via phone and email, demonstrating superior communication skills and technical proficiency
Co-Store Manager, Retail
Portland Japanese Garden
Portland, Oregon
08.2017 - 10.2018
Concierge
The Nines Hotel, A Luxury Collection Hotel by Marriott
Portland, Oregon
03.2016 - 12.2018
Education
Some College (No Degree) - Business Administration and Management
College of The Redwoods
Eureka, CASkills
- Lead cross-functional teams
- Coach and develop teams
- Organizational improvement
- Business performance management
- Resolve customer escalations
- Manage technical systems
- Salesforce
- Salesforce reporting
- CPQ
- Five9
- Netsuite
- Docusign
Other Experience
- Retail Store Management - 15 years of experience
- Hospitality, Food & Beverage Management - 3 years of experience
References
References available upon request.
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Paid time offHealthcare benefitsStock Options / Equity / Profit SharingPersonal development programsCareer advancementPaid sick leave401k matchTeam Building / Company RetreatsTimeline
Account Escalation Manager Senior Manager
Toast, Inc
12.2020 - 10.2023
Technical Support Manager 1 (6 Month Assignment)
Toast, Inc
12.2020 - 06.2021
Escalation Lead
Toast, Inc
08.2019 - 12.2020
Technical Support Specialist 2
Toast, Inc
10.2018 - 08.2019
Co-Store Manager, Retail
Portland Japanese Garden
08.2017 - 10.2018
Concierge
The Nines Hotel, A Luxury Collection Hotel by Marriott
03.2016 - 12.2018
Some College (No Degree) - Business Administration and Management
College of The Redwoods
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