Heather Petracca, MBA

Experience

• 

  MetLife

  Sept 2001 - Jan 2007

  Senior Client Services Consultant

  Answered incoming calls from life insurance agents on their customers life insurance policies, provided support on the help desk, assigned to take calls from our VIP agents, and made trades on variable life policies. Made changes to policies, created documentation in for each call taken and forward note to corresponding unit. Obtained my series 6 license after one year of working there.

• 

  United States Air Force

  Jan 2004 - Jan 2012

  SSGT

  I was the supervisor of the flight line and in charge of the 8 C-130 aircraft. I trained pilots on combat survival skills for the land and water. I was responsible for maintaining the equipment on the aircraft as well as arming and dis arming pilots and aircrew. I was apart of the Airman Leadership Counsel which helped incoming Airmen prepare for basic training.

• 

  CORE Higher Education Group

  Jan 2014 - Oct 2016

  I managed a group of 4 people on a daily basis. I assisted with school implemtations, data conversion, testing new developments from the IT team, and coming up with new ideas on how to make the software better.I also was the IT technical lead for the company. I built laptops for new employees, installed new software, installed software updates, troubleshooted printer and computer problems, and purchased new software and hardware when it was needed.Obtained my project management certification in May of 2016 Show less

  • Client Services Manager

    Jul 2015 - Oct 2016

  • Client Services Consultant

    Jan 2014 - Jul 2015
• 

  International Packaging Corporation

  Oct 2016 - Oct 2018

  ERP Analyst

  • Worked Underneath the Project manager to implement a new Global Shop ERP system• Worked with the Sales Departments, Production Department, Shipping Department, and Finance Department to install Global Shop ERP system and train on the new system.• Head Trainer for the Sales Departments and Shipping Department• Created Standards for the all Sales Departments• Created Documentation & Training Manuals for all Sales Departments• Created and Maintain Sales Reports• Work with and create KPI’s, Order Booking Reports, and Open Order Reprots• Issue Credit Memo’s and RMA’s• Create Sales Analyst Reports• Maintain 100% Customer Satisfaction Rate with all my clients• Provide IT Support to entire company• Fix problems within the ERP Software Show less

• 

  BD

  Oct 2018 - now

  · Manage all aspects of SFDC instance for the Interventional Surgery instanceo Create Salesforce.com Training Materials for New Hires, Manager Trainings, Tips of the week, and any new features in Salesforce.como Train new hires on the Salesforce.com system for Interventional Surgeryo Hold weekly open office hours to assist with any questions o Create custom Dashboards and Reports in Salesforce.com for Leadership, National Vice Presidents, Area Vice Presidents, Regional Business Managers and Sales Reps.o Troubleshoot any issues within the Salesforce system· Hold Monthly meetings with the Area Vice Presidents to review any pain points they are having within Salesforce and come up with solutions for them.· Enter enhancement requests into the system for updates that can better serve the Interventional Surgery business unit· Collaborate with Supply Chain and Marketing, to support organizational initiatives Show less · Supervise all aspects of a high-volume Customer Service Department to ensure total customer satisfactiono Direct, mentor, and appraise performance of team members through CS metrics· Review and approve all credits, manual invoices, stock transfers, and return authorization outside policyo Ensure all SOX requirements are being meto Documenting any areas of “focus” requiring retraining· Manage the day to day activities of 8 subordinates, taking phone calls from customers, distributors, and sales reps as well as 2 consignment reps· Review all customer service district responsibilities, revamping to ensure adequate distribution of duties, while maintaining proper workflow· Review and analyze department performance reports to effectively manage Customer Service Reps· Ensure Customer Service Reps are trained and compliant, recommend changes as needed· Communicate changes in corporate strategy, product, policies and procedures to Customer Service and Field Sales· Oversee customer issue and ensure long-term problem resolution· Document all polices and procedures and ensures all are understood and adhered to by the department personnel· Designed new training program to be followed by new hires· Prepare and analyze monthly Call Center metrics reports to identify areas for improvement and ensure we are delivering “best in class” service· Understand customer needs, identify root cause and drive solutions to increase the customer experience· Collaborate with Quality, Regulatory, Marketing, Clinical Affairs, and Supply Chain planning team to support organizational initiatives· Support Field Sales with management of product exchanges and consignment program· Work collaboratively with consultancy services to expand and redefine strategy and KPI’s· Manage field sales inventory quarterly audit and reconciliation program· Create, document, and delivery quarterly one on one’s for team members· Create, document, and delivery annual performance reviews Show less

  • Commerical Enablment CRM Analyst for the US Region

    Jul 2024 - now

  • Sales Enablement Trainer/Salesforce Administrator

    Jan 2021 - Jul 2024

  • Team Supervisor/Manager

    Oct 2018 - Jan 2021