Proven Results
Selected examples of operational problems I’ve fixed by eliminating manual work, standardizing processes, building scalable systems, and improving financial performance.
Case Study
Chargeback Process Transformation & Revenue Recovery
Impact: Recovered approximately $6M annually by redesigning and standardizing a fragmented chargeback dispute process across high-volume payment operations.
Context
In a high-volume payment environment, chargeback disputes were handled inconsistently across the team, with no standardized structure for submissions. This led to weak dispute quality, low recovery rates, and significant lost revenue.
Problem
- No standardized approach to building chargeback dispute cases
- Inconsistent logic and supporting documentation across submissions
- High variability in outcomes and low recovery rates
- Manual, time-consuming case-building process
- Limited visibility into what made disputes successful
Approach
- Analyzed existing dispute workflows to identify inconsistencies and failure points
- Segmented successful vs. unsuccessful disputes to identify key drivers of outcomes
- Designed a structured, step-by-step dispute framework to standardize submissions
- Built a “fill-in-the-blank” case structure to guide agents through required components
- Defined required data inputs and supporting documentation standards
- Implemented consistent logic and sequencing for dispute creation
- Trained teams on the new standardized process to ensure adoption and consistency
Solution
- Implemented a standardized chargeback dispute framework across operations
- Embedded structured logic and required inputs into case-building workflows
- Created a repeatable, scalable approach to dispute submission
- Reduced dependency on individual judgment and variability across agents
Results
- Recovered approximately $6M annually in previously lost revenue
- Improved dispute win rates through higher-quality submissions
- Reduced variability and inconsistency across chargeback handling
- Decreased manual rework and inefficiencies in case building
- Established a scalable, repeatable dispute process
Key Capabilities Demonstrated
- Process redesign and standardization
- Revenue recovery and financial impact
- Root cause analysis
- Workflow optimization
- Systematic problem solving
- Training and change management
Case Study
Returned Payments Process Automation & Capacity Recovery
Impact: Eliminated 160+ manual hours per week (~4 FTE capacity) by automating high-volume returned payment workflows.
Context
At Charter Communications, I managed operations responsible for high-volume returned payment processing within a multi-million-customer environment. The function handled payment exceptions, reversals, and downstream account impacts across billing and collections workflows.
Problem
- Returned payment processing was highly manual, requiring extensive hands-on review and intervention
- Processes were fragmented across teams, with inconsistent workflows and limited standardization
- High transaction volumes created significant backlog risk and slowed processing timelines
- Manual effort introduced variability in execution, increasing the risk of errors and inconsistent outcomes
- Teams were heavily dependent on repetitive tasks, limiting capacity for higher-value work
Approach
- Conducted detailed analysis of end-to-end workflows to identify bottlenecks and redundancies
- Segmented tasks into rule-based vs. decision-based activities
- Redesigned workflows to eliminate unnecessary steps and streamline execution
- Partnered with IT and various banks to implement automation for rule-based processing
- Standardized workflows and built structured procedures for consistency
- Established controls to maintain accuracy and proper exception handling
Solution
- Implemented automated workflows to process high-volume transactions with minimal manual intervention
- Embedded rules and logic into system-driven processes to reduce manual review
- Standardized exception handling and escalation paths
- Created a scalable processing model without proportional staffing increases
Results
- Eliminated 160+ manual hours per week (~4 FTE capacity)
- Increased processing speed and reduced backlog risk
- Improved consistency and accuracy across payment handling
- Freed team capacity for higher-value work such as exception resolution and analysis
- Established a scalable framework for ongoing automation and improvement
Key Capabilities Demonstrated
- Process automation and workflow redesign
- Capacity optimization and efficiency improvement
- High-volume operations management
- Cross-functional execution with IT
- Root cause analysis and process simplification
- Scalable system design
Case Study
Post-Merger Process Integration & Operational Scaling
Impact: Executed rapid team scaling from ~50 to 150 employees during post-merger integration, partnering with leadership to plan hiring, intake, and team transition ahead of consolidation.
Context
Following a multi-entity merger at Charter Communications, multiple organizations with different processes, systems, and workflows were consolidated into a single location. I was directed, along with a peer manager, to prepare for and execute the operational scaling and integration ahead of full transition.
Problem
- Inconsistent workflows and systems across legacy organizations
- Duplicate effort and unclear ownership across teams
- High risk of knowledge loss due to employee transitions
- Need to scale rapidly while maintaining operational stability
- Limited standardization and visibility across operations
Approach
- Directed by leadership to scale operations ahead of merger consolidation
- Partnered with a peer manager to plan hiring, onboarding, and team structure before transition began
- Mapped workflows across legacy organizations to identify inconsistencies and integration risks
- Redesigned and standardized end-to-end processes across merged operations
- Developed structured SOPs to support training, consistency, and scalability
- Captured critical process knowledge from transitioning teams to prevent loss during consolidation
- Coordinated integration of employees with varied transition paths (relocation, exit, and temporary knowledge-transfer roles)
- Built onboarding frameworks aligned to standardized workflows to support rapid team expansion
Solution
- Implemented a unified operating model across merged teams
- Standardized workflows and reporting structures
- Established scalable procedures and documentation to support onboarding and consistency
- Enabled operational continuity during active organizational change
Results
- Scaled operations from ~50 to 150 employees during merger integration
- Reduced process variability across teams
- Eliminated duplicate effort and improved workflow efficiency
- Stabilized performance during rapid organizational change
- Built a scalable operating model for continued growth
Key Capabilities Demonstrated
- Process integration and standardization
- Operational scaling under transformation
- Cross-functional leadership
- SOP development and knowledge capture
- Workflow optimization and system design
Case Study
Client Lead Lifecycle System & Revenue Growth
Impact: Drove 48% revenue growth by building a structured lead lifecycle system that improved follow-up consistency, referral tracking, and conversion visibility.
Context
At Senior Helpers, lead tracking and referral follow-up were largely informal and manually managed. Prospective clients, referral sources, follow-up tasks, and assessment milestones needed a clearer system to support growth.
Problem
- Lead information was not centralized
- Referral sources and lead origins were difficult to track consistently
- Follow-up timing depended heavily on manual effort
- Client assessment progress lacked clear visibility
- Non-converted prospects were difficult to re-engage later
Approach
- Built a Monday.com lead lifecycle system to track prospects from initial source through assessment and conversion
- Created stages for contact, conversation, assessment scheduling, in-person assessment, and conversion
- Tracked referral sources and lead-generation channels to improve visibility into lead sources
- Established Monday–Friday follow-up workflows with daily actions and milestone tracking
- Automated email follow-up, task prompts, and calendar scheduling
- Connected the internal lead-tracking process to the franchise assessment-to-care-plan workflow
Solution
- Implemented a structured CRM-style workflow in Monday.com
- Centralized lead source, referral source, client status, follow-up actions, and assessment progress
- Created a re-engagement process for prospects who did not immediately convert
- Improved visibility across the full client intake process
Results
- Drove 48% revenue growth
- Improved follow-up consistency across leads and referral sources
- Reduced missed handoffs and manual tracking
- Increased visibility into lead status, source, and next action
- Created a scalable client intake system connecting marketing activity to operations
Key Capabilities Demonstrated
- CRM/workflow design
- Revenue operations improvement
- Lead lifecycle management
- Monday.com automation
- Process standardization
- Referral source tracking
- Client intake optimization
Heidi Wiemken
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)