Heather Olsen
Strategic Enterprise Account Management- Associate Director @Verizon
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WORK HISTORY
Strategic Enterprise Account Management- Associate Director @Verizon
Salt Lake City, UT, US
Lead a group of 7 supervisors and their teams of 12 associates in various roles such as Senior Analysts, Global Enterprise Advisors, and On-Site Support Advisors in charge of enterprise performance metrics such as Customer Experience, Revenue Growth, NPS, Digital Adoption, and Churn.• Manage a team through quarterly strategic action planning in areas such as resolving technical issues, resolving conflicts, problem-solving, pricing concerns, technical support, client management, product training, process improvements, and more.• Resolve executive-level customer needs. Take ownership of the issue and ensure the highest levels of customer relationship and ethical standards.• Executive level presentations and Executive Management
EDUCATION
Western Governors University
Bachelor of Science - BS
ABOUT HEATHER OLSEN
Leader for over 10 years in various roles in Enterprise Wireless Support, such as Account Management, Advanced Technical Solutions, Wireless Ordering & Onboarding, and Business Wireless Customer Service. A strong competitive leader who balances results, strategy, and culture. Always striving for better and more for my team and myself. Passionate and transparent in all that I do and how I communicate. I have a proven track record for consistently leading teams to success, time and time again through performance excellence across every workgroup I’ve been a part of. Exemplary operational, business acumen, verbal, and creating inclusive culture skills. I lead large teams of 90+ employees in a hybrid environment able to connect virtually or in person. I promote a learning culture, curiosity, and development. My team lives extreme ownership every day. My most current responsibilities as a Senior Manager of Account Management in the Verizon Business Group include: • Responsible for the overall support of Enterprise clients comprising over 700 individual accounts and $950 million in annualized revenue for the Verizon Business Group. • Lead a group of Supervisors in charge of Enterprise key performance indicators such as Digital Contact Adoption, Customer Experience, Churn, Revenue Growth, and SFDC utilization. • Oversee the progress of short and long-term forward-thinking projects in areas such as evolution and growth of the department, product development, cross-functional relationships, managed services, outsourcing partner alignment, sales alignment and support, and customer satisfaction • Closely partner with departments such as the Enterprise Sales groups, Sales Operations, Channel Operations, Go to Channel, Marketing, Contract Management, Fulfillment, GTS, Vendor Strategy and operations, and more. • Effectively led a large team of Supervisors, Senior Analysts, On-Site Support, and Global Enterprise Advisors with diverse backgrounds and abilities. • Customize support plans and projects based on the unique needs of enterprise clients through various verticals and top 500 enterprise businesses.
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