Heather Bissell

Responsible for overseeing all contact center activities related to Consumer Relations, managing over 1M consumer contacts a year, while ensuring that Consumer Experience programs, policies and procedures are aligned throughout the organization. • Maintain and improve customer service operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvements, quality assurance programs and system upgrades; enhancing and upholding culture • Establish production, productivity, quality, and customer service standards and KPIs, along with reporting and feedback models • Develop training programs to drive performance, quality and efficiency • Evaluate and implement Quality Assurance program • Develop a culture that allows Consumer Care to build strong partnerships with Customers and empowers to deliver premium service • Determine operational strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefits analyses • Implement workforce management program to include forecasting/planning, real-time monitoring, scheduling, and software for support • Support organizational initiative of CRM implementation through all phases, from discovery to launch • Provide leadership that fosters a spirit of unity, comradery, and culture, resulting in respect, empowerment, transparency and positivity • Partner with departments throughout the business to establish a unified vision of service and execute on cross-functional initiatives • Build department organization chart and pathing for career development and retention • Recruit, hire and develop high performance talent. Partner with external hiring agency to ensure hiring values align • Oversee and manage department budget, including balancing labor during peak and non-peak periods • Assist with Customer escalations

Responsible for building a new Customer Care Center in the Denver area and developing a strategic Customer-centric vision for the Deckers Brands. • Daily leadership of the contact center operation for multiple brands, through phone, email, chat & social media channels, ensuring premium service was provided to retain Customers & grow sales • Partnered with staffing agency to recruit, interview, hire and onboard 150 Customer Care Representatives • Managed relationship with third-party outsourcer (BPO) to ensure Team was hired, trained & ready for peak season • Wrote Customer Care Mission & Vision. Partnered with departments throughout the business to understand key priorities to build a Customer-centric vision for the Deckers Brands organization. • Defined job descriptions, roles & responsibilities for the Customer Care organizational chart • Continuously evaluated organizational chart to ensure proper Team is in place to support the strategic vision

Responsible for leading a Customer Care Team in their day to day tasks to ensure that the highest level of service is being provided to External and Internal Customers. Continuously working on processes, procedures and ideas to grow, improve and strengthen service, sales and the overall morale of the business and Team. Certified in Call Center Management: Analytics & Reporting, Quality Monitoring & Coaching, Caller Satisfaction Measurement, Caller Self-Service, Organizational Leadership, IT Management, Human Resource Management, Workforce Management, Benchmarking. *Customer resolutions *Employee coaching/development *Project management *Workforce management, scheduling, forecasting *Reporting *KPI/metric analysis *Policy/procedure development *Telecom/IT liaison *Training development & presentations *Recruiting, interviewing & hiring *Budget & payroll management *Recognition & event planning