Impact & Experience

  • $6M annual revenue recovered by redesigning and standardizing the chargeback dispute process

  • 160+ hours/week eliminated by automating high-volume payment workflows and reducing manual processing

  • 48% revenue growth driven by implementing AI-enabled workflow and client lifecycle management systems

  • Operations scaled from 80 → 300 employees by integrating processes across merged entities and stabilizing performance

Full resume available below.

Download Resume

Heidi Wiemken

Columbus, OH 43230 • heidi.wiemken@heidiwiemken.com • (614) 531-4979

Core Competencies

Operational Excellence • Continuous Process Improvement • Team Training & Leadership • Change Management • Compliance & Risk Management • Cross-Functional Collaboration • Requirements & Process Design • Financial & Operations Auditing • Lean Process Optimization • Workforce & Capacity Planning • SOP Development • Reporting & Dashboarding

Professional Experience

Senior Helpers, Columbus, OH — Director of Operations
2020 – 2026
Non-medical senior care provider delivering in-home support services to aging and adult populations.
  • Led and scaled business operations for a $1.4M home care agency across sales, hiring, marketing, finance, and service delivery.
  • Designed and automated a Monday.com client lead lifecycle with AI-driven workflows, contributing to 48% revenue growth.
  • Enhanced onboarding speed by 33% by restructuring intake workflows and aligning service delivery processes.
  • Decreased payroll processing effort by 85% by implementing automated upload and validation workflows.
  • Elevated workforce utilization by 23% through staffing model restructuring and improved resource allocation.
  • Boosted hiring efficiency by 92% through AI-driven recruiting tools for sourcing, communication, and interview scheduling.
Charter Communications, Columbus, OH — Manager, Credit Services
2015 – 2020
Fortune 100 telecommunications company serving 28M+ customers across broadband, video, and voice services.
  • Maintained operational alignment across post-merger entities by integrating and standardizing processes for three entities.
  • Generated $6M in annual revenue recovery by implementing a structured chargeback dispute resolution process.
  • Eliminated 160 man-hours per week by optimizing and automating returned payment workflows, freeing capacity equal to approximately 4 FTEs.
  • Enhanced workflow efficiency by designing and deploying automation solutions across payment operations in partnership with IT.
  • Elevated team performance across returned payments, chargebacks, and analytics support functions.
  • Strengthened leadership decision-making by analyzing payment exception trends across a 28M-customer base.
Charter Communications — Supervisor, Credit Services, Analytics & Reporting
2013 – 2015
Fortune 100 telecommunications company serving 28M+ customers across broadband, video, and voice services.
  • Accelerated collections efficiency by optimizing end-to-end billing and recovery timelines from onboarding through write-off.
  • Performed advanced data analysis and translated complex datasets into strategic recommendations.
  • Fortified reporting accuracy by defining business requirements and leading UAT validation for critical systems.
  • Reduced manual reporting dependency by implementing automated reporting solutions using database and GUI-based tools.
  • Enhanced operational reporting speed and data reliability by transitioning from manual spreadsheets to automated workflows.
Charter Communications — Analyst, Credit Services, Financial Reporting
2011 – 2013
Fortune 100 telecommunications company serving 28M+ customers across broadband, video, and voice services.
  • Designed and automated reporting frameworks for onboarding and policy tracking to improve collection timelines.
  • Strengthened compliance adherence by conducting audits on risk assessment and COD reporting processes.
  • Defined business requirements and executed UAT for financial systems enhancements that improved reporting accuracy.
  • Converted manual reporting processes into automated solutions to increase efficiency and reduce errors.

Prior Experience

Amteck of Kentucky, Lexington, KY — Staff Accountant

Education

American InterContinental University, Hoffman Estates, IL — MBA in Accounting & Finance
American InterContinental University, Hoffman Estates, IL — BBA in Operations Management
DeVry University, Columbus, OH — Completed BS in Technical Management coursework

Certifications

Lean Six Sigma Green Belt (In Progress)

Technical Skills

Dashboards & Reporting (Tableau, Power BI, Excel Reporting) • Process Automation • Generative AI (ChatGPT, AI recruiting tools) • Database Management • GUI-Based Tools • Workflow Automation • Data Analysis & Visualization • Reporting Automation • Systems Integration • Microsoft Office Suite (Advanced)