Quality Assurance B2b Sales
Resume:
Heather Erickson
BUSINESS AND SALES OPERATIONS LEADER
: 435-***-**** : ***********@*****.***
Accomplished B2B sales and operations leader with a proven track record of driving business growth, optimizing operational efficiency, and fostering exceptional customer experiences across various industries, including commercial insurance, smart home technology, quality assurance, and SaaS solutions. Adept at leading cross-functional teams, developing strategic initiatives, effectively managing client relationships, maximizing revenue opportunities, and implementing process improvements to achieve organizational objectives. Effective at collaborating with key stakeholders and executives to establish and implement standard procedures and drive organizational alignment and success. B2B Sales and Growth Strategies Operations Management Strategic Planning and Execution Revenue Optimization Customer Experience Enhancement Market Analysis and Research Process Improvement and Efficiency Team Leadership and Mentoring Training and Development Quality Assurance and Compliance Relationship Building Public Speaking and Presentations Change Management Contract Negotiation Career Highlights
Strategic Business Leadership: Successfully transformed a non-existent insurance coverage line in the Western US into a top competing and robust policy within 12 months, resulting in a successful roll-out, increased producer and client relationships, and improved morale and communication.
Performance Improvement & Customer Satisfaction: Boosted company satisfaction and financial performance for a major credit card company's call center with 2000+ agents through engaging initiatives, resulting in a 50% NPS increase, significant attrition reduction, and over 50% EPS growth.
Operational Efficiency: Played a key role in enhancing inside sales performance and employee retention by creating dedicated roles for data entry and order processing, resulting in the addition of two employees per sales team and significant improvements in revenue generation, task efficiency, and overall outcomes. Professional Experience
UTB Transformers, Nephi, UT 2018 – 2023
Director of Operations (2021 – 2023)
B2B Sales & Operations Order & Logistics Coordinator (2019 – 2023) B2B Inside Sales Manager (2018 – 2020)
• Provided strategic direction and oversight for all operational aspects, including sales, order processing, logistics, and customer service.
• Designed and executed operational strategies to optimize efficiency, reduce costs, and improve overall performance.
• Monitored KPIs to assess operational performance, identify areas for improvement, and implement corrective actions.
• Collaborated with shipping carriers, warehouse teams, and suppliers to coordinate logistics operations, optimize inventory management, and streamline order fulfillment.
• Built and cultivated strong relationships with key clients, understanding their needs and providing tailored solutions to meet their requirements.
• Steered efforts in developing and executing B2B inside sales strategies to drive revenue growth and expand the customer base.
Teamworks Group, Provo, UT 2020 – 2022
B2B Sales & Growth Consultant, Insurance / Benefits / Risk
• Drove the strategic direction for commercial insurance sales and growth within the organization.
• Oversaw the implementation of an advanced agency management system to optimize operational efficiency and enhance customer experience.
• Collaborated with the sales team, providing guidance, expertise, and support to maximize sales effectiveness, overcome challenges, and achieve revenue targets.
• Led initiatives in streamlining the commission reconciliation process by implementing efficient systems and procedures, reducing errors and delays, and ensuring accurate and timely payouts.
• Carried out improvements to licensing processes by executing standardized protocols and leveraging technology to optimize the application and renewal processes.
Heather Erickson
Vivint Smart Home, Lindon, UT 2018 – 2019
Quality Assurance Supervisor
• Supervised a team responsible for evaluating and analyzing customer interactions and experiences, ensuring adherence to compliance standards, and identifying areas for improvement.
• Provided guidance and support to various departments, such as Analytics, Customer Account Creation, Home Alarm Monitoring, Customer Loyalty, Field Tech Support, National Inside Sales, Scheduling, and Collections, to drive operational excellence and achieve business objectives.
• Took charge of aligning and tracking objectives and key results (OKRs) through weekly business reviews (WBR) and monthly business reviews (MBR), including metrics such as average handle time (AHT), service level agreement (SLA), employee net promoter score (eNPS), and customer net promoter score (cNPS). Sykes Enterprises, Incorporated, Provo, UT 2015 – 2018 Lead Quality Assurance Analyst
• Conducted comprehensive analysis and reporting on over 2,000 customer service interactions for more than 600 agents to guarantee customer satisfaction and determine areas for improvement.
• Performed thorough evaluations to ensure compliance with payment card industry (PCI) regulations, as well as assessments on agents' understanding of credit card business intent to minimize risk and ensure data security.
• Actively participated in daily site activities, such as recognizing agent success, implementing gamification techniques such as SPIFFs, and conducting peer call calibrations to maintain consistent quality standards across the team.
• Designed and delivered training programs for new hires and experienced customer service representatives (CSRs), focusing on quality assurance best practices, customer-centric approaches, and enhancing performance. e-DentalMarket, Delta, UT 2012 – 2015
Vice President of Operations, B2B Sales / SaaS
• Provided oversight and guidance on the creation, development, and testing of software-as-a-service (SaaS) applications, ensuring high-quality and efficient solutions that meet client needs.
• Displayed exceptional negotiation and persuasion skills to secure favorable insurance contracts with clients.
• Led the recruitment process by conducting new-hire, performance, and exit interviews for on-site and off-shore teams.
• Handled the implementation of customer acquisition and retention strategies on a national scale to attract new customers and ensure high customer satisfaction and loyalty.
• Collaborated with other executive team members to establish and implement standard operating procedures (SOPs) and objectives and key results (OKRs).
• Oversaw the performance of sales, administrative, and fulfillment departments, ensuring their efficient and effective delivery of services while adhering to budgetary limits.
• Created a comprehensive start-up training curriculum to facilitate the onboarding process for new employees.
• Spearheaded the creation and implementation of in-house discount plans to provide added value to customers and contribute to increased sales and customer satisfaction.
• Served as a public speaker, representing the organization at dental seminars and trade shows to showcase company products and services.
Earlier Career:
Multi-line Insurance Agency Owner – American National, Delta, UT (2002 – 2012) Commercial and Agricultural Lines Field Specialist – Farm Family Insurance (2002 – 2012) Registered Representative – Securities Management & Research, Delta, UT (2004 – 2009) Agent / Account Representative – Day Leavitt Insurance Agency, Delta, UT (1998 – 2002) Education & Professional Development
Life Underwriter Training Council Fellow (LUTCF)
Financial Services Specialist Designations, Insurance and Finance The American College of Financial Services (2005 – 2008) Life, Health, and Property & Casualty (P&C) Insurance Agent States of UT, AZ, FL, TX
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