Hi, I'm Heather.
Projects
I have had the opportunity to contribute and lead across a variety of projects, often wearing many hats. These experiences reinforced my passion for sharing knowledge and mentoring others - designing and delivering training that aligned with corporate strategy while equipping colleagues with the tools, skills, and confidence to succeed. Just as importantly, these initiatives helped streamline processes, eliminate redundancies, and drive greater operational efficiency across the business.
01
The Regional Customer Service Manager (RCSM) pilot role was designed to strengthen leadership across multi-site customer service operations. Responsibilities included overseeing customer experience performance, coaching and developing frontline leaders, and ensuring adherence to corporate service standards. The role also required monitoring and reporting on key service metrics such as response time, resolution quality, and customer satisfaction, while partnering with operations and sales leadership to resolve escalations. In addition, RCSMs were accountable for identifying process improvements, driving consistency across regional practices, and supporting initiatives that elevated overall customer trust and loyalty.
02
Subject Matter Expert
Multi-Channel Administration Reporting System
- a suite of online applications for managing on-site auction operations, including auction registration, title management, inventory control, asset inspections to managing post sale delivery.
MARS rolled in phases that progressively replaced many outdated legacy systems while at the same time layed foundations for future growth. MARS delivered transformational technology and process improvements that streamlined business operations and provided customers with an improved experience.
03
Pilot Participant
Regional Operations Manager Excellenct Training Program
Invited a a Pilot SME, partnered to review an onboarding program for new Regional Operations Managers (ROMs) and high-potential candidates to address the need for faster, more consistent role readiness. The program evaluated and introduced a self-directed online learning model that provided flexible access to training, enabling employees to meet the core competencies of the ROM role while balancing the demands of the job. By combining structured learning with practical application, the program improved role clarity, accelerated ramp-up time, and created a scalable framework to support leadership development across the organization.
04
Recognizing the need for updated training delivery, I designed a comprehensive instructional guide for the Yard Manager role. This refreshed Yard Manager Training program provides clear guidance and support for new hires and aspiring managers, ensuring they develop the leadership competencies required to succeed. The program reinforces key responsibilities including safety oversight, monthly reporting, compliance with local environmental regulations, site inventory management, equipment repairs and refurbishing, and annual budget review. By aligning these responsibilities with site efficiency, inventory control, and measurable KPIs, the program equips managers to drive performance and strengthen outcomes tied to successful asset sales at auction.
05
Committee Chair - Professional Development
Women's L.I.N.K
In addition to role-specific training, I partnered to create a suite of professional development guides and built a training catalog to support global learning and growth. I was actively involved in the early stages of launching an Employee Resource Group (ERG), helping to shape its foundation and direction. This ERG was part of a global initiative championing women in the workplace and reinforcing our core value of diversity and inclusion. The program was designed to drive innovation through diversity of thought, gender, nationality, and ethnicity, while serving as a resource for all employees. It embodied the guiding principles of Lead. Inspire. Network. Know. - fostering connection, professional growth, and belonging across the organization.
06
Senior Project Manager
Addressed a growing need for a more efficient and reliable title management process, I led an initiative to analyze current gaps and modernize the approach. The solution involved designing a scalable process to establish five national hubs across the US, each responsible for inventorying, reviewing, and delivering titles to buyers in a timely manner. Once the framework was built, developed training and delivered to ensure consistency, then rolled out a structured implementation plan. Beyond execution, identified and introduced an ongoing improvement cycle - capturing feedback, refining workflows, and measuring outcomes - to build transparency and strengthen customer trust in the process.