Heather is the head of product design and experience with
ServiceLive, a division of Sears Home Services. In her role she
builds a platform that connects consumers and buyers to service providers,
creating value to homeowners and business owners alike. The
ecosystem is leveraged by large multinational organizations to deliver value to
their customers; service provider professionals to build their businesses and
to consumers of services to solutions for their homes.
She has led teams accountable for recruiting; scheduling and
dispatching unionized and non-unionized technicians and sub-contractor
teams. Her career has also included large contact center
leadership: first party ownership; providing support as a BPO leader and
leveraging the outsource model to deliver service to
stakeholders. A Certified Six Sigma Blackbelt and a Certified
Manager of Quality/Organizational Excellence from ASQ, she leverages process
and collaboration to support teams in creating optimized solutions, while
ensuring that customer experience resulting in retention, is the outcome.
Heather has worked with international organizations,
leveraging best practice and intentional disruption to create
success. She has lead field support teams that have created best in
class solutions, with Same Day Service guarantees (call before 5pm and we will
be in your home same day) as well as establishing an environment that has the
ability to respond to extreme forecast variations - +400%.
Check out the incredible speaker line-up to see who will be joining Heather.
*Processing your payment may take a moment. Please click submit payment only once, and do not refresh this page. Doing so may result in your credit card being charged more than once.