Heather Fitzpatrick

Experience

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  Scott's Foods

  Mar 1996 - Jan 2003

  Customer Service
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  Wells Fago Financial

  Jan 2001 - Jan 2003

  Team Lead/Supervisor
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  Institutional Investment Services at ING

  Jul 2002 - Nov 2012

  Senior Workforce Analyst

  Chair of the ING Women’s Employee Resource Group. Helped lead a successful number of events such as the Annual Fashion Show where business attire and cash is donated and given to local women’s shelters that promote and assist getting women out of abusive relationships and working again. Assisted in creating and conducting a new ongoing course with all directors and managers on the tools and reports available to them from the WFM TeamChosen to participate in ING’s Tomorrow’s Leaders Program for 2011 which is geared towards preparing team members for leadership roles Nominated for the company award, “I am ING” 4th quarter, 2010 as a result of my attention to detail and continued vigilance to the key metrics and helping the department to reach those goal. Experienced in working and developing a virtual team; coached, trained, and coordinated projects over several locations Reports to senior level managers with staffing, training and scheduling analysis for a 600+ seat contact center located across the country Supports in the call forecasting of the contact center with an estimated call volume of over six million calls within a 5% varianceActs as a liaison between IT and the business unit for numerous projects launched within the contact center and ensures all systems are operational for the contact center. Played the mediator to address the concern and then work within the proper channels to determine a proper solution. Assists in the training and continue development of other team members within the Workforce Management Team across sites with monthly one on one time with each of the level 1 analysts as well as day-to-day interactions. WFM Team started with four Level 1 analysts and one manager and evolved into a 12+ team. Senior Level Analyst was created as a result of the additional functions taken on while performing as a Level 1 analyst. Show less

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  Aviva USA

  Nov 2012 - Apr 2014

  Sr. Workforce Analyst

  Implemented new workforce management software which allowed the functions to be taken care of in-house instead of sourced. With my knowledge of the software we were able to complete this project successfully a month ahead of schedule and I was able to train my peers as well as the customer service representatives quickly. Developed Staff Plans which help to determine when to bring new hires on board. Implemented a bi-weekly review with members of the department to review assumptions and make sure it remains accurate.Quickly developes effective relationships with peers, mentors, other teams and vendors. Has developed innovative reports that assist with day-to-day operations - Reports that help to quickly identify outliers, recent trends or areas where there is a potential to enhance a process to improve efficiencies. Recognizing the opportunities to challenge peers by delegating tasks and coaching them on tasks that may otherwise be outside of their comfort zone. As part of the Contact Center Productivity Committee I was able to assist in implementing peer recognition programs such as Perfect Attendance and Top 5’s. Show less

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  Athene

  Apr 2014 - now

  • Responsible for the training and development of the 2022 summer interns. Revamped the training program and was able to offer all of them full-time placement with Athene upon graduation.• Assisting with the new relationship Athene has with Iowa State and their Ivey Sales Certificate program mentoring ISU students.• Represent the sales team in the suit bundle project that happened in 2022. To date it is the largest overall of the suitability process and forms.• Actively participates as a leader within the Athene Learning Circles program, formerly AMP, an inaugural member of the Big Brothers Big Sisters program in the office, lead for Coats & Boots.• Lead project manager for the 2022 United Way campaign where we raised$1.95MM for UWCI.• Nominated for the 2022-2023 Athene Navigator program designed to develop high-performing proteges. Show less • Move the Western Region from a million-dollar territory to nearly a billion-dollar territory going from $600MM in 2017 to $995MM in 2019• Drove annuity sales in conjunction with the external wholesaler by maximizing customer service, maintaining established relationships, and building new relationships through conferences, call campaigns, webinars and in-house and on-site trainings• Partnered with the Suitability team to provide additional knowledge to their teams regarding our current product line-up, how the products are positioned and helped them to understand the role they help us play in reaching our Athene goals• My relationships with various departments has been instrumental as they were able to reach out and know they have a connection on the Sales Team • Engaged in multiple projects for the team including the employee survey engagement team, the launch of the new mail order system, the portal re-write committee and representing the team in cross-functional meetings with other departments• Attends courses designed to help develop leaders offered by Athene: Driving Difficult Conversations, Building Your Leadership Influence, Problem Solving in the Workplace and Unconscious Bias with others scheduled for 2020 Show less • Maintain all data for new hires prior to their release to their permanent teams• Tracking all attendance and other personal issues and having conversations where necessary• Conduct one on ones with each of the new hires at regular intervals during their onboarding process• Handle all escalated calls that that come in for the new hires and provide necessary coaching on those calls• Since April 2014 there have been just over 250 customer service representatives hired and sent through training. Show less

  • Sales Desk Manager - IMO Channel

    Feb 2023 - now

  • Senior Business Development Wholesaler

    Apr 2021 - Oct 2023

  • Business Development Wholesaler

    Dec 2017 - Apr 2021

  • Account Sales Support

    Sept 2015 - Dec 2017

  • Team Lead

    Apr 2014 - Sept 2015
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  United Way of Central Iowa

  Aug 2020 - Oct 2020

  Loaned Executive

  During my time as a Loaned Executive I was able to assist with the 2020 UW Campaigns. I had approximately 50 large and smaller business groups that I was responsible for supporting throughout their campaigns through in-person and virtual meetings. Each company had a different timeline for their campaign and events so it was imperative that I stayed on top of the events and stayed very organized. 2020 proved to be a challenging year as nearly all of the funded partners were at 100% capacity due to Covid, however, with all of the challenges we faced, it was a great experience. See how much work UW does for our community was life changing. I am so thankful for the experience and would encourage anyone who is asked to do this to consider it. Show less