Heather L. DeBold

Kissimmee, Florida

adbr1n@r.postjobfree.com 407-***-**** www.linkedin.com/in/heatherdebold/

Customer Experience & Sales Support Leader

Innovative Customer Experience and Sales Support leader with success strengthening renowned, multi-national, direct sales company. Multi-faceted, customer-oriented professional; high-caliber expertise in customer experience and retention, customer service, project development, event planning, staff program development/execution and escalations. Strong achievement leading, training, developing, and fostering dedicated teams focused on growth, quality, and efficiency. Areas of expertise include:

Customer Experience & Advocacy

Marketing & Communication

Relationship Management

Policy Compliance

Repayment Contracts

Process documentation

Complaint Resolution & BBB Ratings

Program Development

Staff Development & Training

Teams leader

PROFESSIONAL EXPERIENCE

TUPPERWARE US, INC., Orlando, Florida 1999 - 2019

Customer Experience / Sales Support (Escalation Specialist), (2010 – 2019)

Advocate for customers while promoting company objectives as key point of contact for escalations.

Establish and maintain relationships with customers, 100K member independent sales force/independent business owners, and home office staff. Received and rectified customer complaints. Recognized, investigated, and disputed fraudulent credit card activities. Monitor and comprehend policy compliance for independent sales force/business owners; policies include Consultant Agreement, Director Agreement, Business Leader Agreement, Social Media Policy, and Large Quantity Purchase Policy. Oversaw product recall process, established manual gift certificate program. Represented brand and responded to customers on social media. Cooperated with legal department while managing product complaint process.

Key Contributions:

Initiate repayment contracts to salesforce

Approached and resolved all company complaints received from Orlando and offshore call center representatives

Managed companies warranty program

Complete regular compliance audits and report findings to management; issue warnings and violations to accounts.

Managed product voluntary recall

Process documentation creation and maintenance

User Acceptamce testing - software changes

Recognition Specialist, (2009 - 2010)

Created and established valuable recognition programs for independent sales force.

Developed captivating video reveals for top performers/achievers. Conceptualized and built recognition online. Recognized top sales force performers onstage at yearly national sales event. Wrote press releases for car earners; organized and coordinated celebratory events for car earners. Creatively conceptualized and developed awards for trip earners that officially announced winning details to recipients . Produced online recognition reports that highlighted achievers. Determined awards/gifts to be awarded to achievers.

Key Contributions:

Created and delivered product training content at National Sales event and revealed top two sales force members; members flew to Orlando, Florida to conduct product training at COOs home.

Created exciting moments that mattered for achievers; hired levitation magician to reveal Top Leadership Award at yearly leadership conference.

Spotlighted top leaders to speak at national event.

Created and strategically displayed accomplishment plaques.

Leadership Programs Specialist, (2008 - 2009)

Played leading role executing WOW programs for sales force (WOW programs motivated achievers to operate at top-capacity; sales force, directors, and above could earn trips, jewelry, motorcycles, computer equipment, and cars). Monitored program process and determined achievers.

Strategically mentored and trained sales force during various programs. Monitored, determined, and reported WOW program and Director Title Advancement qualifiers. Oversaw and up-held Leave of Absence and National Disaster policies. Managed high-level exception requests and reported to senior management for review. Recognized and encouraged future leaders to complete WOW program.

Key Contributions:

Guided company’s first director through completing WOW program, twice.

Led portion of quarterly leadership training; trained on system reports module so sales force understood all sales tools.

Represented company at job fairs alongside top sales force members.

Supervisor, Director Sales Support / Supervisor, Sales Support, (11/2005 – 11/2008)

Managed support teams with both customer care and sales support areas ensuring staff not only provided excellent phone support but also ensured salesforce earned commissions and awards in accordance to established policies.

Key Contributions

Achieved KPI’s while provide superior support to field

Lead Platinum team to 85% service level

Developed eBay and Amazon Audit Process

Managed team members remotely in El Salvador

Hired, coached, trained and lead local and remote trmeans

Empowered teams

Further Experience at Tupperware US, Inc.:

Sales Operations Marketing Customer Care

EDUCATION & ACHIEVEMENTS

Bachelor of Science (B.S.), Business Administration, University of Phoenix, Phoenix, Arizona, 2017

Delta Mu Delta International Business Honor Society, 2016

National Society of Collegiate Scholars, 2014

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