Joanna Hecker

I am a results-driven professional with 6 years of comprehensive experience in operations and account management. Throughout my career, I've consistently demonstrated a proactive approach to improving operational processes, leading high-performing global teams, and elevating customer satisfaction. I pride myself on leading by listening and fostering a collaborative environment that fuels productivity. 

Now actively seeking a challenging role to leverage my skills in team development, project management, and efficient service delivery. Let's connect to explore how my strategic and operational expertise can contribute to your team's success. I am eager to contribute to dynamic organizations and play a pivotal role in driving success at both the operational and strategic levels.

OPERATIONS MANAGER

Groupon | March 2022 - August 2023 

• Directed operational processes and escalated procedures, identifying service delivery enhancement opportunities and adding value to customer relationships.
• Cultivated and managed a global team, restructuring the workforce post-pandemic, which included the recruitment of 4 new team members during a hiring freeze.
• Launched innovative tools and automated processes to combat manual tasks, improving service level agreements (SLAs) and turnaround times by 40%.
• Spearheaded a project to centralize all operational documentation, implemented key performance indicators (KPIs) and SLAs, and facilitated ongoing learning and development opportunities, contributing to a 20% increase in new business opportunities.

OPERATIONS SUPPORT MANAGER

Sodexo, GSK Account | July 2017 - March 2021

• Managed operations and event coordination, fostering effective communication to enhance team performance and morale; crafted individual growth plans for staff development.
• Orchestrated project management for the Meeting Services team, implementing process improvements for cost-effectiveness.
• Fostered and nurtured client relationships to guarantee top-tier service satisfaction, tracking customer feedback trends to drive continuous improvement strategies.
• Led change management initiatives, improving productivity KPIs through safety and procedure trainings, as well as conducting regular site safety audits.

CONFERENCE CENTER COORDINATOR 

Sodexo, GSK Account | May 2016 - July 2017

• Orchestrated high-level conference goals, event planning, and scheduling, showcasing adeptness in managing a reservation system inclusive of video teleconferences coordination for all Eastern NORAM sites.
• Implemented QA testing for new scheduling software set for global deployment, while efficiently coordinating special events for the US Corporate Headquarters.
• Enhanced inter-departmental communication between teams managing catering, audio-visual elements, and room setup, while meticulously organizing logistics and materials for each meeting, ensuring detailed note-taking and dissemination to key stakeholders. 
   

• B.S. in Business Management from the University of Phoenix.