LOUISE HEITE
New York, NY 10003 •-•- • https://www.linkedin.com/in/louise-heite-/
Customer Success / Operations Management
Innovative and results-driven leader with more than 10 years’ success executing effective operational strategies to satisfy
customer needs, promote retention initiatives, and foster customer loyalty. Personable and articulate communicator; adept in
building long-lasting relationships with clients and employees to accelerate the achievement of shared business goals. Finely
tuned analytical skills with a knack for assessing customer data, trends, and feedback to identify best practices and optimize
the customer experience. Displays strong, dynamic leadership talents with the ability to motivate, coach, and develop high
caliber teams committed to customer service excellence. Demonstrated capacity to plan and execute day-to-day activities and
multifaceted projects; accustomed to the rigors of fast-paced, ambiguous work environments. Possesses fluency in English and
Dutch, advanced skill in French, and basic proficiency in German and Spanish. Experienced with Confluence, Jira, Zendesk, and
MS Project Management. Proven expertise in:
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Customer Success Management
Project Management/Implementation
Standard Operating Procedures
Conflict Resolution
Short/Long-Range Goal Setting
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Client Satisfaction / Retention
Process Improvements
Global Operations Management
Staff Leadership and Training
Customer Relationship Management
PROFESSIONAL EXPERIENCE
Journey Meditation – New York, NY
8/2017 to Present
Head of Operations, 8/2017 to Present
Directing business operations, improving the customer on-boarding process and ensuring peak levels of customer service to secure
customer renewal rates.
Key Contributions:
▪ Planning and monitoring the day-to-day running of the business to ensure smooth operation. Liaise with CEO to make
decisions for operational activities and set strategic goals.
▪ Evaluate the efficiency of business procedures according to organizational objectives and apply improvements.
▪ Oversee customer support processes and organize them to enhance customer satisfaction
▪ Review financial information and adjust operational budgets to promote profitability
▪ Analyze data and surface insights to support customer attrition, retention and increase the customer renewal rate with
20% .
CMO Software (Mitratech) – London, United Kingdom
10/2013 to 10/2016
Global Support Manager, 6/2014 to 9/2016
Directed global business operations, leading three support analyst teams positioned in London, Atlanta, and New York to drive peak
levels of customer service and achieve departmental/organizational objectives.
Steered recruitment, selection, and training efforts to attain optimal performance. Provided coaching and ongoing guidance to
aid employees in reaching career development goals. Coordinated routine client visits to gather feedback and inform future
process improvements. Built and sustained strong, working relationships with technical and implementation teams.
Key Contributions:
▪ Streamlined value-adding processes and procedures to enhance efficiency, increase revenues, and improve the overall
customer experience.
▪ Designed team vision to boost employee morale and opportunity; clearly reflected in client experience and satisfaction.
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Louise Heite
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▪ Consistently met and exceeded operational goals and customer satisfaction standards, positively affecting customer
retention and satisfaction.
▪ Proposed and effectively led global transition and implementation of Zendesk, CMO Software’s key customer support
tool; trained management teams, identified key metrics, and communicated change to customers.
▪ Delivered against established people goals, encompassing employee growth, retention, and satisfaction.
▪ Operated as a customer advocate; analyzed data and surface insights to support customer interactions, drive decisionmaking, and heighten customer loyalty.
▪ Developed and implemented effective SOPs and established a central hub to store and access all client data and
documentation.
Customer Success Manger, 10/2013 to 6/2014
Cultivated and oversaw strategic execution of company’s Customer Success vision, driving client growth, satisfaction, and retention.
Conducted customer needs assessments and evaluated relevant customer service trends to guide action planning and facilitate
system/process/procedural improvements. Hired, trained, and supported new hires, managed workforce planning, and
carried out performance management activities. Thoroughly investigated and resolved all complaints pertaining to
operational tasks and individual/team performance; performed root cause analysis to implement proper controls and
minimize future occurrences. Solicited employee/client feedback to shape personal development and learning opportunities.
Key Contributions:
▪ Successfully built and trained first support team in London, prompting replicative operations in Atlanta and Melbourne.
▪ Played an integral role in the analysis and resolution of operational inefficiencies, contributing cross-functional process
improvements.
▪ Determined short- and long-range customer success goals, clearly communicating objectives and guiding support teams
to meet and exceed performance expectations.
▪ Suggested and introduced Gold Support program, enabling 24/7 support to customers.
▪ Appointed subject matter expert; delivered support conerning escalated customer issues and internal processes.
▪ Directed implementation teams in leading clients to success and coached technical team in prioritizing Jira items.
▪ Actively mediated escalated customer issues, reestablishing trust, satisfaction, and loyalty.
International SOS – London, United Kingdom
11/2006 to 1/2013
Operations Manager NEU, 6/2010 to 1/2013
Managed seamless operations of International Operations department, coordinating and delivering 24/7 security and medical
assistance services to a diverse portfolio of clients with over 60% Fortune Global 500 companies.
Led, coached, and developed team of 20 associates, establishing high standards for quality and quantity with a focus on customer
needs and satisfaction. Continuously monitored and aimed to maintain high performing and productive teams. Applied and
reviewed internal processes to investigate client complaints, determine proper solutions, and diminish risk of reoccurrence.
Fostered trusting relationships with internal/external customers and staff, forming wide and valuable networks. Held recurring
meetings with key stakeholders to collect feedback and determine service improvement methods.
Key Contributions:
▪ Promoted as youngest Operations Manager company-wide.
▪ Instrumental in organizing first remote team for Prague; led comprehensive training, established SOPs, and directed
smooth implementation and launch of operations.
▪ Assembled and commanded Volcanic Ash, Egyptian Revolution, and Arab Spring Revolution crisis teams to assess
needs, provide immediate emergency services, and identify recovery resources for upwards of 1,900 members.
▪ Initiated improved SOPs for corporate clients, resulting in more efficient account management and enhanced customer
service.
Additional Experience
Operations Manager (1/2013 to 10/2013) ▪ Precious Troves Ltd., London, United Kingdom
Team Leader (8/2008 to 6/2010) ▪ International SOS, London, United Kingdom
Customer Service Executive (11/2006 to 8/2008) ▪ International SOS, London, United Kingdom
EDUCATIONAL BACKGROUND
Bachelor in Communication Management | Hogeschool Gent, Gent, Belgium
Degree in Travel & Tourism | College Brugge, Brugge, Belgium
