HEATHER SUTHERLAND

**** *** **** ****., ***. # **1 515-***-****

Jacksonville, FL 32257 acxcoe@r.postjobfree.com

CAREER SUMMARY

An accomplished client account manager with over 16 years expertise in sales, marketing and logistics. Reputation for effective management of inbound and outbound call centers and order management systems, project analysis for improvements or to determine root cause and developing solutions, and statistical reporting to drive efficiencies. Known for effectively managing client relationships while deepening critical partnerships with operations team and for efficient project management of transitioning call center locations, program development for training, and project implementation.

PROFESSIONAL EXPERIENCE

Director of Provider & Member Services, BTG, Inc 2015 - 2016

Managed Payspan’s customer service inbound call center of 25 agents and 2 supervisors providing assistance to health care providers, members and payers when they encounter any issues with the Payspan self-service portals, which is used for managing electronic payments and remittance for providers.

Established an outreach process to increase registration enrollment adoption for Payspan.

Implemented call center policies to provide structure in the call center

Created a Performance Improvement Plan to manage behavior

Reduced abandonment from 34% to 7% by introducing KPI’s in the call center

Introduced call monitoring to the staff for better call handling

Consultant, Guthy-Renker 2015

Provide consultation to Guthy-Renker Australia/New Zealand as they transition their order management and distribution business from HP Enterprise Systems to other outsourcing providers.

HP ENTERPRISE SYSTEMS, Des Moines, IA 2001 – 2015

Client Account Manager III, Guthy-Renker 2006 – 2015

Oversaw virtual global management and provided business support, process consultation, and fulfillment and logistics process improvement for three international locations in Australia and the call centers in New Zealand and the Philippines.

Streamlined monthly invoicing process by moving from a scanning and faxing process to a 100% online process resulting in improving invoicing time from seven to two days, reducing paper and toner costs, and increasing positive cash flow.

Collaborated with IT to develop and implement a customized process to re-cycle and track failed credit card pre authorizations resulting in a 3% increase in credit card payments.

Managed the set up and implementation of choice continuity marketing offers to be utilized through the WEB, Phone and mail channels to acquire new continuity customers and increase sales.

Implemented and maintained call center policies and procedures resulting in 100% compliance with Australia’s and New Zealand’s rules and regulations including Australian Competition and Consumer Commission (ACCC Act), Payment Card Industry (PCI) and country-specific privacy policies.

Conducted on-going virtual training to the call center staff in New Zealand and Manila and support staff training to the support team in Australia resulting in a 50% reduction in travel expenses from the USA and Australia to Manila.

Client Account Manager, Gevalia Coffee 2001 – 2006

Oversaw and coordinated the fulfillment, call center management, marketing offers, and accounting processes for Gevalia Coffee. Ensured timely and accurate shipments. Balanced the financial activities against the debit and credit general ledger (trial balance) for month end reconciliations to ensure accurate accounting data.

Utilized purchasing and accounts payable modules (Oracle Financials) to manage the tracking of sales processed through the HP systems resulting in a more complete set of transactions and reports for maintain accounts payable control.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Associate level Accounting Course Jacksonville Community College, Jacksonville, FL

PROFESSIONAL DEVELOPMENT

Knowledgeable in Project Management

Certificate in Quality Assurance

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