Customer Management

HEATHER D. SHEAFFER

***** ***** ****** *****, ***** Ridge, VA 20105

571-***-**** *******.********@*****.***

linkedin.com/in/heathersheaffer

INNOVATIVE DIRECTOR

Effective leader with proven ability to recruit, develop and motivate

teams. Talent for establishing strong relationships with customers,

technical/non-technical business partners and vendors to deliver results,

and meet Service Level Agreements (SLAs). Highly organized, results-

oriented executive with demonstrated competence to ensure quality

deliverables on schedule. Creative thinker with advanced analytical skills

shown to exceed business objectives in dynamic environments and increase

operating efficiency. Expertise in:

? Content Management ? Organizational Leadership

? Contract Administration ? Process & Product Development

? Cost Management & Reduction ? Recruitment & Team Development

? Operating/Capital Budgets ? Vendor Management

PROFESSIONAL EXPERIENCE

TIME WARNER CABLE, Herndon, VA

1999 - 2013

Director, Information Technology

2005 - 2013

Oversaw product strategy and development supporting new business

formulation. Facilitated negotiations of contracts' business terms, master

services agreements, vendor statements of work and customer requests for

information. Developed and managed $4M+ annual operating and capital

budgets.

? Ensured expected quality, timely delivery and budget for

initiatives by partnering with project management office; and legal,

asset management and finance departments. Validated requirements;

steered POs/PAs through approval process; and secured infrastructure

and environment support. Negotiated contracts for new and existing

suppliers. Examined performance requirements; delivery schedules;

labor, other costs and material estimates; identified and evaluated

risks to ensure accuracy and completeness of contracts/sub-contracts

(change orders). Ensured requested edits were implemented in

contracts; and all authorized signatures and counter-signatures were

received and contract was finalized prior to development phase of

initiative. Managed suppliers and their resources throughout

engagement. Advised business owners of contractual rights and

obligations. Approved invoices. Analyzed data, maintained historical

information and responded to data requests.

? Exceeded corporate objectives and customer expectations by:

overseeing web-based system design, development, support, content

development, technical and end user documentation, product/project

management (appropriately applying either waterfall or agile [Scrum]

development methodologies); ensuring solutions stayed competitive with

industry trends; and implementing standard weekly/monthly status reports

(resource, uptime, incident and change management based) that team leads

delivered to customers and senior management. Approved and enforced SLAs.

? Reduced operational expenses by driving efforts to: combine 3

corporate websites' content and technology (resulted in the decommission of

unnecessary environments); and deliver consistent message to subscribers by

utilizing uniform style guide/lexicon for websites and applications

(resulted in decreased call/chat/e-mail volume). Supported additional cost

savings effort to reduce level of vendor development and decommission

unnecessary environments by auditing and completing requirements for an off-

the-shelf enterprise content management system.

HEATHER D. SHEAFFER

PAGE TWO

TIME WARNER CABLE (Continued)

? Increased customer satisfaction and decreased

development/testing/support costs by: developing, (based on data

gathered from usage reports, industry standards and stakeholders),

implementing and enforcing the browser and OS support policy for all

internal and customer-facing websites.

? Safeguarded critical websites' functionality from potential

catastrophes by collaborating with cross-functional teams and establishing

disaster recovery environment to ensure full restoration within 24 hours.

? Raised department value by growing number of enterprise

applications from 10 to 50+, moving from solely customer-care-based to

include finance, HR, legal, marketing and security solutions by: presenting

materials/demos to potential/existing internal customers and senior

executives; determining essential functionality; partnering with cross-

functional teams; and overseeing product management, development and

support.

? Provided technology/product/operational expertise related to

design, development, testing, deployment and support by building and

leading team of full-time employees and contractors. Ensured 20+ employees

(people managers, principal software engineers, business analysts,

technical writers, project managers and web designers/developers) completed

required annual training/received certifications. Prepared/delivered

annual/mid-year performance reviews, recommended/awarded promotions and

developed action plans. Established and hosted monthly staff meetings.

Reorganized team structure, eliminated 8 FTE positions and assumed

management of 10+ remote employees and contractors and associated

applications. Moved to on-shore/off-shore development model that ensured

essential resource availability, resulting in both cost savings and ability

to increase number of contractors. Implemented single source of critical

information (policies/procedures and systems documentation). Procured and

maintained software licensing.

? Upon nomination by corporate HR and department VP, led team of

fellow directors on special committee to address employee relations

concerns (career-pathing, communication, compensation, training) by

gathering and analyzing employee experience and retention data and

developing and presenting recommendations to corporate HR leaders, CIO and

senior executives.

? Voluntarily worked with students and created and maintained

SharePoint site for company-wide Science, Technology, Engineering and

Mathematics (STEM) program.

Applications: customer-facing enterprise solutions (corporate, buy-flow,

self-help, subscriber policies and agreements, Subscriber Access Control

System, Automated Copyright Tool and Subpoena Submission Tool websites);

company Intranet; and 50+ other .NET applications.

Manager, Customer Care

2003 - 2005

Validated application design, content development and application

documentation from conceptual stages through full product life cycles.

Represented group in cross-functional project meetings. Oversaw and

approved project plans for multiple groups and projects and provided status

updates for current projects. Managed producers, developers and technical

writers. Drove project progress by working with internal software engineers

and vendors.

? Enabled corporate advancement by overseeing strategy, design,

development and implementation of company's initial customer-facing

corporate website.

? Significantly reduced operational costs by eliminating

divisions' need for 52 unique content management system instances;

providing new environment and resources; facilitating adoption of new

solution by all divisions; and coordinating the decommissioning and

redirecting of 200+ URLs (with unique content and content management

systems) in less than 1 year.

HEATHER D. SHEAFFER

PAGE THREE

TIME WARNER CABLE (Continued)

? Greatly decreased operational costs and increased customer

satisfaction by ensuring quality and timely assisted care (e-mail and

chat) and self-care (FAQs, virtual chat agent, product/services

content, channel lineups, directions to local offices and method for

relocating customers to contact new office or cable service provider)

were provided.

? Increased revenue by overseeing design, development and

implementation of and providing support for initial enterprise buy-

flow application that enabled customer viewing of packages and placing

orders.

? Reduced capital and operational costs and strengthened

corporate and divisional relationships by planning and hosting annual

Online Editor Conferences that allowed corporate to understand divisional

technical and operational needs.

? Increased customer satisfaction by supporting continued

development of products and services through working closely with

developers and internal business partners.

? Ensured expected quality, timely delivery and budget spending

by facilitating contracts for new and existing suppliers, managing existing

development resources and approving department invoices.

Applications: customer-facing enterprise solutions (corporate, buy-flow,

self-help, subscriber policies and agreements, Subscriber Access Control

System, Automated Copyright Tool, Subpoena Submission Tool websites; and

virtual chat agent); company Intranet; and 3+ other applications.

Additional Roles Held: E-Care Producer and Content Developer

ADDITIONAL RELEVANT EXPERIENCE

INDEPENDENT CONSULTANT, Herndon, VA

Technical Writer (Client: Time Warner Cable; formerly Road Runner)

VITAL COMPUTER SERVICES, INTERNATIONAL, Beltsville, MD

Technical Writer/Web Developer/Analyst (Client: AT&T)

TRW, INC., (formerly NORTHROP GRUMMAN), McLean, VA

Technical Staff Member, Configuration Management Administrator and

Human Resources Assistant

EDUCATION

BS, Psychology, George Mason University, Fairfax, VA

PROFESSIONAL ASSOCIATIONS & MEMBERSHIPS

Past Member, American Management Association

Past Member, Women in Cable Telecommunications

Past Member, National Cable & Telecommunications Association Political

Action Committee

TECHNICAL SKILLS

Adobe Suite; Google Analytics; Kenexa (Employee Performance Management

System); Kronos (Timecard Approval System); Microsoft Office Suite and

SharePoint; .Net Custom Content Management System; OnBase (Invoice Approval

System); PeopleSoft HRMS (Human Resources) and FMS (Financials); Remedy;

Sourceright (Vendor Management System)

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