Heather Romano
Bethlehem
Summary
Results-driven Operations Manager with 13+ years of experience in telecommunications, customer service, and quality assurance. Advanced from Customer Service Agent to Operations Manager through consistent high performance and leadership. Proven ability to lead teams, optimize operations, and implement innovative solutions that enhance customer satisfaction. Expertise in escalation management, performance management, data analysis, and strategic planning, with a track record of overseeing multi-site operations, driving process improvements, and delivering on complex client projects.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operations and Client Delivery Manager
Sequential Technologies
Bethlehem
01.2019 - 07.2025
- Oversaw AT&T escalations department, managing domestic and international teams to resolve client issues efficiently.
- Directed staffing, operations, reporting, and invoicing across multiple programs, ensuring timely delivery and compliance.
- Maintained direct communication with AT&T business management to ensure seamless operations.
- Facilitated transition to management role in 2019, overseeing team operations for new AT&T program.
- Led multiple training classes and provided direct instruction to new employees.
Quality Assurance Supervisor
Sequential Technologies
Bethlehem
01.2013 - 01.2019
- Managed AT&T programs, ensuring quality assurance and optimizing processes across domestic and international operations.
- Led team in evaluating and enhancing customer service performance, driving improvements in customer satisfaction.
- Developed operational strategies that streamlined processes and improved overall effectiveness.
Skills
- KPI tracking
- Data analysis
- Performance evaluation
- Customer resolution
- Industry regulations
- Best practices
- Leadership
- Coaching
- Mentoring
- Organizational skills
- Problem-solving
- Communication
Websites
Certification
Certificates in SPI, PII, CPNI, and FCC regulations related to telecommunications customer data.
Timeline
Operations and Client Delivery Manager
Sequential Technologies
01.2019 - 07.2025
Quality Assurance Supervisor
Sequential Technologies
01.2013 - 01.2019