Erik Heitz

Experience

• 

  Hispanic Teleservices Corporation

  Aug 2006 - Oct 2009

  Quality Assurance Manager

  • Led a high-performing team of Quality Assurance Associates, overseeing the quality assurance process for all inbound and outbound calls according to the client's specifications.• Collaborated closely with the Operations Management team to identify process inefficiencies and implement corrective actions, resulting in a 23% increase in overall call quality scores.• Conducted root cause analysis on customer complaints, identifying trends and patterns, and recommending process improvements to mitigate future issues. Show less

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  West Corporation

  Mar 2010 - Jan 2013

  • Led weekly sales meetings, disseminating key performance metrics, discussing challenges, and implementing action plans to drive continuous improvement.• Utilized data analytics and sales metrics to identify trends, forecast sales projections, and optimize inventory management, leading to an 83% increase in productivity.• Conducted regular performance evaluations, provided constructive feedback, and identified opportunities for skill development to enhance team capabilities.• Mentored and motivated sales team members, fostering a high-performance culture that led to multiple team members receiving top sales performer awards. Show less • Improved the New Hire Onboarding process by creating an accountability structure during the new hire process from hiring, through training, nesting, and operations that increased our graduation rates from 60% to 91%.• Created engaging training materials, including interactive presentations, role-playing scenarios, and e-learning modules, to facilitate learning retention and application on the job.• Mentored and coached new hires and underperforming team members to develop their skills and confidence, leading to a 20% reduction in employee turnover. Show less

  • Sales Manager

    Sept 2011 - Jan 2013

  • Operations Trainer

    Mar 2010 - Aug 2011
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  Alorica

  Feb 2013 - Mar 2024

  Senior Operations Manager

  • Implemented initiatives and communicated progress, and insights to our clients while collaborating with cross-functional teams to successfully scale our sales department by 600% and increase revenue generation by an additional 13 million a year. • Developed and trained data-driven decision making procedures that targeted KPI opportunities to their root behavior which once implemented, increased efficiencies by 125% and team manager coaching output. • Conducted data analysis and built reports to identify areas for improvement, leading to the implementation of efficiency-driven processes.• Supported Alorica/West and AT&T/DIRECTV clients through simultaneous business mergers.• Analyzed and interpreted complex sales data using Excel and PowerBI, resulting in actionable insights that guided sales strategy and resource allocation.• Collaborated closely with Business Systems, Client Experience, Pricing, Legal, and Finance teams to ensure seamless execution of operations.• Successfully led the transition from on-site work to 100% remote during the pandemic with over 1000 employees by creating the foundation that led to minimal impact and grew into our most successful branch of the business.• Earned multiple awards for operational excellence including our company’s highest honor Presidents Club Award and ATT’s Diamond Award as well as multiple Manager/Site of the Year. Show less

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  Total Quality Logistics

  Mar 2024 - now

  Sales Support Operations Manager