Heather Isley
Senior Director / Head of Customer Excellence, North America
- Role
- Sr Director, Head of Customer Excellence, North America at Iron Mountain
- Location
- Burlington, NC, US
- LinkedIn followers
- 500 followers
Experience
Sr Director, Head of Customer Excellence, North America
Jul 2024 — Present
EXECUTIVE SUMMARYTransformational finance and operations executive specializing in global collections, order-to-cash optimization, and customer lifecycle management. Proven leader in driving enterprise-wide change through AI, automation, and advanced analytics to modernize collections strategies, reduce bad debt, and to accelerate cash flow performance.Extensive experience leading global shared services and BPO organizations of 1,400+ employees with full accountability for bad debt expense, revenue integrity, and customer experience. Recognized for transforming legacy processes into intelligent, data-driven operations that improve DSO, increase collections effectiveness, and elevate customer engagement• Lead large-scale shared services and customer operations organization (~1,400 employees) supporting billing, collections, and revenue operations• Partner with finance leadership on revenue recognition, bad debt expense, and financial performance• Drive operational discipline and process standardization across global teams• Support governance and compliance across order-to-cash processes
Education
Elon University - Martha and Spencer Love School of Business
MBA, International Business
2002 — 2005
University of North Carolina at Greensboro
BS, Accounting
1989 — 1993
Skills
- Legal Issues
- Financial Reporting
- Cross-Functional Team Leadership
- Sap
- Ifrs
- Executive Management
- Compliance Management
- Capital Management
- Us Gaap
- Finance
- Manufacturing
- Organizational & Project Management
- Business Partnering
- Strategic Planning
- Leadership Development
- Lawson
- P&L Management
- P&L Responsibility
- Multi-Site Management
- Cost Control and Expense Management
- Hyperion Enterprise
- Acquisition Integration
- Working Capital Management
- Ebitda Growth
- Staff Mentoring
- Financial Planning and Analysis
- Analysis
- Accounting
- Risk Assessment
- Risk Mitigation
- Variance Analysis
- Project Management
- Employee Engagement
- Peoplesoft
- Financial Forecasting
- Executive Reporting
- Strategic Financial Planning
- Margin Enhancement
- Ebidta
- Forecasting
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