Adrian Dominguez Email & Phone Number

San Antonio, Texas, United States

Responsible for launching automated eCommerce fulfillment centers that support our curbside, home delivery, and wholesale business leveraging Manhattan WMOS and WM platforms along with Swisslog's SynQ WMS application.

San Antonio, Texas Metropolitan Area

Managed a diverse $7 million customer portfolio, overseeing onboarding of complex technology clients, renewing critical relationships, and ensuring revenue retention. Monitored and reported performance metrics, providing monthly statistics to identify improvement opportunities. • Played a pivotal role in ensuring steadfast adherence to service level agreements, strengthening client satisfaction, and achieving operational excellence. • Delivered client-centric advocacy and process enhancement by aligning with the client's Operations Engineers, championing their unique requirements and actively participating in refining business processes to enhance service delivery and customer experience. • Fostered cross-functional collaboration with Operations, Finance, Product, Engineering, and Sales teams to expedite resolution of issues while cultivating a constructive work environment. • Specialized in onboarding complex technology and MSP services into hosted, remote, and cloud environments, utilizing project management methodology to drive exceptional outcomes.

San Antonio, Texas Metropolitan Area

Led program guiding Senior Leadership and business leaders to design and implement a LMS supporting Learning and Development (L&D) goals and performance management. Established governance for LMS change management and implemented ongoing processes for L&D content creation and knowledge transfer. • Reduced weekly workload by 20 hours through manual task ticket elimination. • Identified and documented integration requirements with the Learning Management System (LMS).Orchestrated stakeholder meetings to identify operational gaps and prioritize strategic projects. • Streamlined processes for creating/modifying learning objects in the LMS, effectively communicated to internal teams and external stakeholders. • Conducted rigorous weekly audits of data feed files for 12,400 users, ensuring data accuracy and integrity.

San Antonio, Texas Area

Led bi-weekly meetings with Senior Leadership of PMO and HR to implement the Executive Strategy and support OKR planning and implementation. Enhanced the success rate for key HR programs by aligning them to Enterprise goals and leveraging roadmaps, workload analysis, and RACI charts to proactively manage risks. • Conducted a comprehensive audit of the HR Analytics team's workflow and intake process to optimize critical business needs. • Devised a strategic plan automating 40% of standard reports, resulting in substantial resource savings and eliminating the need for headcount expansion through data source simplification. • Developed a comprehensive scorecard for diverse group comparisons, culminating in a report to the Head of HR identifying the top 11 strategic projects for 2020-2022. • Provided insightful interpretation of HR department health assessment findings for data-driven decision-making. • Mitigated risk by identifying resource constraints and capacity challenges for pivotal strategic initiatives, driving transformative change. • Established formalized communication channels and fostered collaboration with Enterprise teams, gaining a profound understanding of their priorities and request processing.

San Antonio, Texas Area

Secured a $1.9 million skill development grant, equipping 2,200 employees with vital skills in strategic growth areas. Influenced pivotal contract management decisions, including LMS, ERP, and content creation tools. • Conducted a rigorous HR systems audit, optimizing processes and identifying redundancies. • Pioneered enhanced online training content creation, reducing the development cycle time by 267%. • Orchestrated a $500,000 cost-saving virtualization of Day 1 onboarding, ensuring global consistency.

Orchestrated the implementation of an internal IT cloud certification program, driving diversified revenue streams and sustaining double-digit growth in the cloud sector. • Spearheaded establishing support processes and systems tailored for the Latin America team, including staffing projections and translation of knowledge articles. • Provided expert guidance to Product, leading "support readiness" initiatives for the product's launch.Established effective feedback loops between support and Product teams to enhance product quality and customer satisfaction. • Created Spanish and Portuguese scripts for Rackspace.com during the team's inaugural launch.

Managed 40+ technically complex accounts, delivering outstanding support and driving customer satisfaction and loyalty. • Elevated customer retention through increased Net Promoter Score (NPS) response rates. • Conducted meticulous monthly service reviews, presenting crucial insights on OS patch updates, outage analysis, and SLAs. • Championed proactive capacity planning during quarterly reviews, addressing server infrastructure, networking, backups, and cloud environments. • Pioneered the establishment of KPIs with clients for mutual alignment on performance metrics and success objectives.

San Antonio, Texas Area