Heather Olsen

Background

About Heather Olsen

Leader for over 10 years in various roles in Enterprise Wireless Support, such as Account Management, Advanced Technical Solutions, Wireless Ordering & Onboarding, and Business Wireless Customer Service. A strong competitive leader who balances results, strategy, and culture. Always striving for better and more for my team and myself. Passionate and transparent in all that I do and how I communicate. I have a proven track record for consistently leading teams to success, time and time again through performance excellence across every workgroup I’ve been a part of. Exemplary operational, business acumen, verbal, and creating inclusive culture skills. I lead large teams of 90+ employees in a hybrid environment able to connect virtually or in person. I promote a learning culture, curiosity, and development. My team lives extreme ownership every day. My most current responsibilities as a Senior Manager of Account Management in the Verizon Business Group include: • Responsible for the overall support of Enterprise clients comprising over 700 individual accounts and $950 million in annualized revenue for the Verizon Business Group. • Lead a group of Supervisors in charge of Enterprise key performance indicators such as Digital Contact Adoption, Customer Experience, Churn, Revenue Growth, and SFDC utilization. • Oversee the progress of short and long-term forward-thinking projects in areas such as evolution and growth of the department, product development, cross-functional relationships, managed services, outsourcing partner alignment, sales alignment and support, and customer satisfaction • Closely partner with departments such as the Enterprise Sales groups, Sales Operations, Channel Operations, Go to Channel, Marketing, Contract Management, Fulfillment, GTS, Vendor Strategy and operations, and more. • Effectively led a large team of Supervisors, Senior Analysts, On-Site Support, and Global Enterprise Advisors with diverse backgrounds and abilities. • Customize support plans and projects based on the unique needs of enterprise clients through various verticals and top 500 enterprise businesses.