Heather Thomas

Led multiple concurrent agile software projects, ensuring on-time delivery and team alignment. Facilitated all agile ceremonies for high-performing remote teams and improved sprint velocity by 10% through coaching and workflow refinement. Administered Jira projects, automations, and dashboards for organizational visibility and transparency.

Spearheaded internal process reviews to enhance efficiency and reduce manual workload across fulfillment operations. Collaborated with internal departments and third-party vendors to maintain and improve operational tools. Trained and coached team members while maintaining performance metrics and departmental KPIs.

Managed scheduling and resource allocation to consistently meet service level targets. Successfully reduced call abandon rate from 14% to 2.8% through effective performance leadership and strategic process adjustments. Maintained detailed reports and KPI dashboards to accurately track call center performance.

Conducted comprehensive quality assurance audits and provided targeted coaching to agents, significantly improving customer experience scores. Developed and maintained internal quality reports, coaching logs, and documentation workflows. Ensured adherence to quality standards across customer interactions.

Delivered remote software support training and diagnostics for Microsoft products. Served as a Subject Matter Expert and lead problem resolution representative for Juniper Networks. Managed small team performance and streamlined escalation workflows.

Currently pursuing a Bachelor's degree in Software Engineering. This program focuses on developing skills in software development, programming, and system design.

Completed an Associate of Science degree in 2013. This program provided foundational knowledge in various scientific disciplines.

Completed a Nursing Assistant program in 2006. This training provided essential skills for patient care and support in healthcare settings.