HEATHER BAKER
Balgowlah,New South Wales
Summary
Strategic operations professional with extensive experience in leading cross-functional teams and implementing process improvements. Expertise in mentoring and coaching, resulting in significant productivity enhancements and a collaborative work environment across diverse sectors.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Head of Operations
Goterra
Sydney
12.2024 - 07.2025
- Led initiatives to streamline processes and reduce waste effectively.
- Developed and implemented operational procedures, ensuring team consistency and alignment.
- Oversaw daily operations to optimize efficiency and enhance productivity across teams.
- Coordinated cross-departmental communication to improve workflow collaboration and reduce delays.
- Analyzed process performance and identified areas for improvement.
- Provided leadership and mentorship to team members, fostering a collaborative work environment.
Front End Supervisor
Home Depot (Like Bunnings)
Broomfield, Colorado
06.2023 - 04.2024
- Supervised front-end operations, enhancing service delivery efficiency.
- Managed customer complaints and resolved issues, achieving high levels of customer satisfaction.
- Coordinated daily schedules for front-end associates, optimizing coverage during peak hours.
- Processed customer payments at cash register and ensured accurate cash handling.
- Monitored cash drawers in checkouts to verify adequate cash supply.
- Ensured compliance with store policies and safety regulations at all times.
- Conducted regular staff meetings to communicate updates and expectations effectively.
- Cultivated professional relationships with guests, improving customer retention through personalized service.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
Chief Operations Officer / Chief Development Officer
DOL COACH
Franklin, USA
01.2020 - 01.2023
- Leads vision, strategy, and execution for all facets of operations and development in a startup environment, serving as an integral member of the leadership and decision-making team.
- Secured first agreement for Advanced Organizational Training with global Fortune 500 corporation, establishing a foundation for future partnerships.
- Scaled business by overseeing hiring and coaching of trainers, co-authoring training materials, introducing standards and protocols, and coordinating marketing initiatives.
- Added over 12 Certified Project Trainers in a year, contributing to a 400% increase in training capacity.
- Directed training team to deliver project management training sessions via Zoom to 13,000 professionals in 2021, facilitating their certification as Project Management Professionals.
- Architected a more effective training program and delivered a continuous improvement process, working directly with the client's executive leadership team post-workshop in a consultative role.
- Defined and deployed a formal training pipeline and onboarding process including personal mentorship and on-the-job coaching.
- Partnered with Chief Executive Officer to coauthor and deliver over two dozen special projects and training courses designed for adult learners.
Senior Product Marketing Manager
HOUGHTON MIFFLIN HARCOURT
Boston, USA
01.2018 - 01.2020
- Houghton Mifflin Harcourt is a leader in digital learning and assessment.
- Orchestrated and executed 24 integrated marketing campaigns supporting math products with a 92% success rate.
- Met all project milestones and deliverables across multiple product marketing initiatives, enhancing creativity, consistency, and brand recognition to support sales.
- Increased visibility and awareness of product portfolio through targeted email marketing campaigns and educator sample boxes.
- Improved efficiency by sourcing and implementing a project management tool that reduced weekly meetings from 20 to two, enhancing stakeholder insight into project status.
- Streamlined meeting processes to reduce frequency from 20 to two per week.
- Facilitated organizational transitions by implementing change management strategies based on Kotter and ADKAR principles.
Manager of Professional Services
HOUGHTON MIFFLIN HARCOURT
Boston, USA
01.2016 - 01.2018
- Built and supervised team of 16 consultants supporting Professional Services clients across seven-state territory, improving service delivery and increasing client satisfaction.
- Formed and mentored team, enabling top performers to advance to leadership roles, including full-time Director position.
- Delivered exceptional client experiences, achieving customer satisfaction rating of 87% or higher while consistently meeting sales and training targets.
- Coordinated efforts of 35 consultants nationwide to facilitate teacher professional development workshops, training over 8000 educators in a single day across multiple schools, achieving 90% Net Promoter Score.
- Partnered with sales teams and district leaders to increase Services as a Sale by $848,000 YOY throughout the territory.
- Managed hiring, budgeting, travel logistics, mentoring, and performance management.
Educational Consultant
HOUGHTON MIFFLIN HARCOURT
Boston, USA
01.2013 - 01.2016
- Delivered 100+ full-day workshops for thousands of teachers, achieving 90% satisfaction rating.
- Generated $7MM in revenue by facilitating 150+ sales presentations to educators and district leaders.
- Mastered 19-product portfolio to lead presentations and secure sales of professional services to schools.
- Promoted understanding of Houghton Mifflin Harcourt's leadership in digital education.
Education
Master of Science Degree - Education, Training, and Performance Improvement
CAPELLA UNIVERSITY
Bachelor of Science Degree - Education
KENT STATE UNIVERSITY
Skills
- Project management
- Change management
- Performance analysis
- Strategic initiatives
- Business development
- Growth strategies
- Cross-functional teamwork
- Executive collaboration
- Leadership advising
- Team coaching
- Professional development
- Material development
Certification
- Certified Life Coach - IAP Career College
- Certified Project Director - Institute of Project Management
- Certified Project Trainer - Institute of Project Management
- Prosci Change Management
- Project Management Principles and Practices Specialization - University of California, Irvine Extension
Volunteering
- Retail support at Lifeline Northern Beaches, assisting customers with purchases, organising the shop, rotating, collating and styling fashion, Manchester, homewares and more
- Marketing projects for social media posts for Manly Co-op, building images in Canva and preparing for newsletters and Instagram and Facebook posts weekly
- Scheduler for girls softball league, working with field and park managers and maintenance to optimise field usage, build community awareness, and coordinate resources across the league
Timeline
Head of Operations
Goterra
12.2024 - 07.2025
Front End Supervisor
Home Depot (Like Bunnings)
06.2023 - 04.2024
Chief Operations Officer / Chief Development Officer
DOL COACH
01.2020 - 01.2023
Senior Product Marketing Manager
HOUGHTON MIFFLIN HARCOURT
01.2018 - 01.2020
Manager of Professional Services
HOUGHTON MIFFLIN HARCOURT
01.2016 - 01.2018
Educational Consultant
HOUGHTON MIFFLIN HARCOURT
01.2013 - 01.2016
Master of Science Degree - Education, Training, and Performance Improvement
CAPELLA UNIVERSITY
Bachelor of Science Degree - Education
KENT STATE UNIVERSITY