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Heather Sweet is an experienced operations and customer experience leader currently serving as the Director of Customer Experience for the City of Spokane since March 2022. Prior to this role, Heather held the position of Vice President of Operations at Newfold Digital from November 2019 to May 2021, where tactical operational leadership was provided for multiple call center locations across the US, Canada, and the Philippines, overseeing over 400 employees and analyzing KPI metrics. Heather's extensive career at Web.com spanned nearly two decades, culminating in the role of Senior Director of Operations & Center Director, managing operations across three North American locations, and leading customer onboarding and sales quality assurance processes. Early career roles included Sales Operations Manager, Program Supervisor, and Outbound Sales Associate, demonstrating a strong foundation in sales and operational management.