Heather Fagundes

Heather Fagundes has a comprehensive work experience spanning several positions and companies. Heather is currently serving as the Head of Customer Success at Outward, Inc., a Williams Sonoma Company since November 2021. Prior to this, they worked at TripActions where they held two roles, first as an Implementation and Escalations Manager from March 2019 to April 2020, and then as a Project Manager Team Lead from March 2017 to March 2019. Before joining TripActions, Heather worked at Nuelle, Inc. as a Customer Operations Manager from March 2016 to May 2017. Heather was responsible for managing front-line customer interactions and support, professional sales training, and inside sales management. Heather played a crucial role in building and scaling the customer service operation at Nuelle, including creating and maintaining training materials and addressing all customer communications. Prior to that, they worked at Expedia, Inc. for an extensive period from March 1989 to November 2015. During their time there, they held the position of Sr. Director at Classic Vacations where they focused on enhancing the customer experience, profitability, productivity, and efficiency of operations. Furthermore, Heather managed day-to-day customer service operations at Classic Vacations, ensuring high-quality luxury customer service, establishing and tracking metrics and KPIs, and resolving customer issues. Heather also developed and maintained relationships with customers, managed critical customer issues, and trained and mentored customer support staff. Heather's career began as a Reservations Manager at Classic Custom Vacations from March 1989 to March 2000. Overall, Heather Fagundes has demonstrated expertise in customer success, operations management, and customer service throughout their career.

Heather Fagundes earned a Bachelor's Degree in Business Management, with a focus on Business Administration, Management, and Operations. Heather attended school from 2000 to 2003.