Heather Eeles
Director, Support @Benevity
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WORK HISTORY
Director, Support @Benevity
Implemented an outsourcing model for end user support and technical support. Developed business plan, conducted vendor selection process, implemented model with vendors - Moved to a 24X7 support model providing international support to end users and technical support - Introduced premium support model delivering over $1M in revenue in the first 12 months - Created a holistic support experience for our users, nonprofits and clients that resulted in quicker responses and higher level of quality-Implemented new tools and technology that empowered team to improve quality - Introduced self-service options for users, nonprofits and clients resulting in deflection of tickets for support members - Partnered with the Product Management and Product Development teams to enhance the product experience based on voice of customer activity in Support.
EDUCATION
Lakehead University
HB Com, Management Information Systems
Adpro
Change Management
Southern Alberta Institute of Technology (SAIT)
Mining and Petroleum Technologies
University of Calgary
Photography
SKILLS
ABOUT HEATHER EELES
Experienced leader in service and support, driving operational excellence and customer…
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