Summary
Overview
Work History
Education
Skills
Timeline
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Heather Frink

St. Louis

Summary

Dynamic professional with hands-on experience in channel partner programs and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Overview

8
8
years of professional experience

Work History

Program Manager

Ansira
01.2022 - Current
  • Increased client and partner satisfaction by delivering exceptional support, addressing concerns promptly and effectively.
  • Improved program efficiency by streamlining processes and implementing time-saving solutions.
  • Championed platform improvements, identified system defects and partnered with development team to implement and test solutions.
  • Managed the client's promotional partner communications calendar, drafted content, segmented audiences, and coordinated with the email team to ensure successful deployments
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Developed and presented quarterly business reviews with clients to assess performance, identify opportunities, and set goals for future growth.


Operations Lead

Ansira
01.2021 - 01.2022
  • Ensured compliance with brand identity guidelines by thoroughly verifying all aspects of marketing materials before and after publication in order to maintain a strong brand reputation.
  • Enhanced team productivity and quality metrics by providing ongoing training and development opportunities.
  • Superseded SLAs by predicting volume and redirecting resources as needed.
  • Managed creative assets on our Ad Builder website to align with the client's creative calendar
  • Developed online employee training course to streamline onboarding of new team members.

Client Service Specialist

Ansira
04.2019 - 01.2021
  • Developed strong brand identity guideline knowledge to provide accurate reviews and informed recommendations based on individual partner needs.
  • Maintained detailed records of client interactions, facilitating seamless handoffs between team members when necessary.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.


Research Assistant

SIUE
01.2017 - 12.2017
  • Investigated the impact of stereotype threat on academic performance and if this impact was mitigated by a growth orientated mindset
  • Reviewed and synthesized relevant research articles to inform the development of research questions and hypotheses.
  • Performed data collection, accurate quantitative data analysis, and report preparation.
  • Presented research findings to faculty and peers, as well as at the Midwest Psychological Association’s annual spring conference.

Education

BS - Psychology

Southern Illinois University-Edwardsville
Edwardsville, IL
05-2017

Skills

  • Client Relationship Management
  • Leadership
  • Customer Service
  • Communications
  • Reporting and Insights
  • Client Presentations
  • User Stories & UAT testing
  • Project management tools
  • Zendesk

Timeline

Program Manager

Ansira
01.2022 - Current

Operations Lead

Ansira
01.2021 - 01.2022

Client Service Specialist

Ansira
04.2019 - 01.2021

Research Assistant

SIUE
01.2017 - 12.2017

BS - Psychology

Southern Illinois University-Edwardsville

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