Heather Marks-Hall Cssmbb

Heather Marks-Hall CSSMBB, APM is an experienced professional in client performance operations and training consulting, currently serving as the Manager of Client Performance Operations at Sagility since September 2021. In this role, Heather oversees call center operations aimed at achieving key performance indicators, leveraging customer journey mapping insights and voice of customer data to inform initiatives that enhance customer satisfaction. Additionally, Heather has been a Training Consultant at WriteVAja since January 2022, facilitating training programs in Six Sigma, coaching, and customer service. Previous roles include Supervisor of Quality Assurance and Customer Service at Conduent, and Manager of Customer Experience at itelbpo Smart Solutions, where achievements include significant improvements in quality standards and customer satisfaction metrics. Heather holds an MBA in Business Strategy from the International MBA Institute.