2. Overview
I am an energetic and innovative leader. My passion is to drive
the development of high performance teams and improved
business processes supported by an efficient use of resources
and a customer-centered, learn-share philosophy.
As a dedicated professional, seasoned communicator and a
quick study, I’ve earned the respect of my peers as a value-
added leader and collaborator who uses organizational and
analytical talents, software acumen and a penchant for metrics
to deliver 100% on projects of varying size and complexity.
“Heather's organizational skills are exceptional. She plans and prioritizes her work
efficiently. She communicates well both verbally and in writing. Heather is very customer
oriented and provides excellent service to her customers. She motivates and inspires others
and is great to work with.”
-Jo Branda, Supervisor Operations
3. Vision
SUCCESS THROUGH HIGH PERFORMING TEAMS THAT
CREATE ENHANCED CUSTOMER EXPERIENCES
Business and professional success does not happen in a
vacuum; the ability to enhance the customer’s experience
drives success.
High performing teams enhance the customer’s
experience.
The efficient use of resources does not diminish a high-
performing team’s ability to deliver enhanced customer
experiences.
“Heather is a great example to her colleagues and employees. She is detail
oriented, thorough in her work, and extremely knowledgeable. She has a professional
demeanor and doesn't get stressed out while under pressure. She was a pleasure to
work with and I personally hope I work with someone like Heather again.”
-Ryan McNeil, Production Research Specialist
4. Management Philosophy
Leadership
Set the bar and
inspire others
to join
Learning & High
Continuous Performing
Improvement Team
Enhanced
Customer
Experience
Professional *Opportunity
Development *Accountability
through
recognition & *Creativity
feedback *Camaraderie
Efficient use of
resources
5. Academic Achievement
B.S. Business Administration &
Management with Honors
3.46 GPA
Four-time recipient Chancellor’s List
Provost List
“Heather is a very hard working and dedicated employee. She would always go
above and beyond to understand the business requirements for the products she
worked with and did not hesitate to work nights and weekends if needed. Heather is
very professional and well organized. She takes on projects with minimal information
and develops them to completion. She is a very driven and goal oriented employee.
Heather will be a great asset to your team.
-Rebekah Taylor, Technical Analyst
6. Career Accomplishments
Managed cross-country transition project, which was
completed on-time, without service interruptions and
without post-transition internal or external audit findings
(Lynn Haven, FL to Fishers, IN).
Achieved and sustained 50% increased productivity in core
processes.
Directed the disbursement and reconciliation of over
$1Billion in Loan Origination volume.
Awarded “Champion for Higher Education for Exceptional
Customer Service”.
Managed the on-time center closure and relocation of
business units, equipment and personnel, with no down-
time and no loss of same-day service level (Gainesville, FL
to Lynn Haven, FL).
7. Career Accomplishments
Developed successful RFP submittal and presentation and
awarded Contract to perform auditing services for State of
Florida Agency for Workforce Innovation.
Achieved first-call resolution goals in support of technical
support call center.
Managed and delivered all technical
writing, implementation and virtual training to Fortune500
customer with 100% customer satisfaction.
8. KSAs
Administrative Recruiting
Management
Training
Business Analysis
(BABOK) Professional Development
Business Process Mapping
Microsoft Office
CRM applications (Word®,
Excel®, Outlook®,
HR PowerPoint®, Visio®,
Project®)
Operations Management
Project Management
(PMBOK)
9. Thank You
“The heights by great men, reached and kept, were not
attained by sudden flight, but they, while their companions
slept, were toiling upward through the night.”
-Henry Wadsworth Longfellow
