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Heather Marsten has a diverse range of work experience in customer support and operations. Heather started their career in the hospitality industry as a General Manager at Joie de Vivre Hospitality. Heather then transitioned into customer service roles, including managing a concierge team at LesConcieges and later joining PeoplePC as a Manager of Process Development. Heather continued to advance their career at PeoplePC, eventually becoming a Senior Manager and Director of Customer Care. Marsten then joined EarthLink as the Director of Customer Care PeoplePC/EarthLink, where they managed a team and served as a liaison between support departments. Heather later took on the role of Director of Customer Support Operations Strategy, overseeing technical support across multiple outsourced delivery centers. After EarthLink, Marsten worked as an independent contractor at Qumu Corporation, taking on the role of Customer Support Operations Consultant. There, they led initiatives to improve operational efficiency and customer satisfaction, focusing on strategic projects and implementing a new ticketing system. Most recently, they worked at Envoy as an Engagement Director, partnering with customers to design and implement software solutions and improving workflow optimization and operational efficiency.

Heather Marsten holds a Bachelor of Arts (B.A.) degree in Psychology from the University of Colorado Boulder. Additionally, they have obtained certifications as a Zendesk Support Administrator and a Zendesk Support Administrator Expert I from Zendesk, with the former achieved in November 2019 and the latter in 2021.