HEATHER L. MORRISON
Knoxville
Summary
Goal-oriented Reporting and Project Analyst dedicated to high levels of reporting and project support across U.S and EU. Land Sale Representative willing to travel and work hard to meet the needs of our clients and investors. Professional Client Account Manager with proven track record of driving client satisfaction and business growth. Skilled in relationship management, strategic planning, and problem-solving, with strong focus on team collaboration and adapting to evolving client needs. Adept at leveraging communication and negotiation skills to deliver exceptional results. Known for reliability and consistently meeting and exceeding client expectations.
Overview
10
10
years of professional experience
Work History
Client Account Manager
US Bank
12.2024 - Current
- Build client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Execute successful portfolio campaigns to drive product and revenue growth opportunities
- Leverage data-driven insights to optimize account performance and identify trends over time.
- Handle complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Identify and execute on opportunities to enhance the customer experience
- Partner with business leaders to deliver services that support company objectives and consistent with corporate values.
- Delegate tasks to existing support team members and used cloud-based tools to help solve complex business issues.
Land Sale Representative
American Land Holdings & Woodland Group LLC
01.2020 - Current
- Learn available property, pricing, HOA, and local laws and regulations.
- Meet with clients on call.
- Complete contracts and keep in touch for future sales.
- Working booking and securing appointment for land sales.
- Tennessee, Georgia, North Carolina, and South Carolina
Project Analyst
Elavon
01.2022 - 11.2024
- Reporting for entire department and all support teams-Credit, Underwriting and Data Entry etc.
- Maintain project roadmap for all Customer Activation
- Project support across the company in North America and EU.
- Works daily in Salesforce, SQL Developer, Eclipse Production, New Datawarehouse, Access, Touchpoint, Microsoft, Teams and other systems.
- Daily conference calls to work on VOC (voice of customer) onboarding systems and processes.
- Working tickets on customer support and account creations.
- Training and facilitating team members in North America and Warsaw to ensure smooth transitions and accurate reporting.
- Acquiring and Gateway regression testing and validation
- Compliance supports such as AML Projects and Card Brand management
- Developed detailed project documentation, ensuring alignment with organizational standards and best practices.
- Implemented process improvements that increased operational efficiency and reduced project timelines.
- Analyzed project performance data to identify trends and inform strategic decisions.
- Collaborated with cross-functional teams to streamline project workflows and enhance communication.
Quality Analyst
Elavon
01.2016 - 12.2021
- Collaborated with management to identify process improvements for enhanced customer experiences.
- Implemented training programs resulting in improved team performance and reduced resolution time.
- Trained new team members on customer service protocols and operational procedures.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Supervised Project Team out of Denver
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Contributed to team success, consistently achieving call center performance metrics.
- Logged call information and solutions provided into internal database.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
- Mentored and coached team members on QA topics and strategies.
- Developed metrics and reporting mechanisms to track project progress and quality outcomes.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
Customer Care Representative
Elavon
05.2015 - 12.2016
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and repeat business.
- Documented customer feedback to inform product development and service enhancements.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
Education
Diploma -
William Blount High School
01.2013
Biology
Pellissippi State Community College
01.2015
Skills
- Data-driven decision making
- Teamwork and collaboration
- Time management
- Problem-solving
- Excellent communication
- Upselling strategies
- Attention to detail
- Multitasking Abilities
- Reliability
- Business development and planning
- Presentations and public speaking
Leadership Experience
- Coached and trained new representatives in their new role.
- Lead weekly calibration sessions with representatives to train and coach them on their progress.
- Sent weekly reminders letting representatives know they are doing a great job.
- Being available to answer questions that reps have either in calibration sessions or on the floor.
- Public speaking experience in new hire class when presenting Quality.
- Help with department morale boosters
- Help add representative weekly progress to charts for tracking purposes
- Constantly learning new department procedures and systems to effectively and efficiently train and coach to each department
- Managed a team of two
- Set up schedules and tasks to be completed
- Created and presented Quality Shield awards
- Lead and coached a group of analyst for a prepaid team
- Helped create email grading criteria and templates
- Created weekly/monthly/quarterly trend reports
Timeline
Client Account Manager
US Bank
12.2024 - Current
Project Analyst
Elavon
01.2022 - 11.2024
Land Sale Representative
American Land Holdings & Woodland Group LLC
01.2020 - Current
Quality Analyst
Elavon
01.2016 - 12.2021
Customer Care Representative
Elavon
05.2015 - 12.2016
Biology
Pellissippi State Community College
Diploma -
William Blount High School