Daniela Navarro Email & Phone Number

Menlo Park, Ca, Us

Menlo Park, Ca, Us

Menlo Park, Ca, Us

Program management role focused on scaling operations and process improvement

New York, Ny, Us

Led the Globalization team which consisted of Localization Program Managers, Project Coordinators, Language Manager, Process & Operations Manager and Internationalization Program Manager responsible for producing high-quality localized content in 27 languages for 600+K WeWork members worldwide; this includes the localization of a variety of WeWork applications, websites, and member-facing communications.

New York, Ny, Us

The Globalization team is responsible for producing high quality localized content in over 27 languages for 600+K WeWork members worldwide; this includes the localization of a variety of WeWork applications, websites, and member facing communications.Led & developed Localization Project Managers who manage the localization process for 10+ WeWork technology products from inception to launch. Localization Project Manager responsibilities include managing the delivery, cost, and quality of translation projects and overseeing vendor executionDeveloped prioritization model and applied RACI framework to allocate work and production tasks and divide among team members Created first Globalization dashboard to track Localization volumes and ensure proper staffing Worked cross-functionally with Content Strategist to develop a terminology process (launching soon) to improve localization quality for product names and commonly used terms Introduced OKR framework to align team quarterly goals with company priorities

Mountain View, Ca, Us

Led Business Operations for vendor team of 150 agents that managed on time delivery of 47k+ localization projects in 72 languages for 160+ Google Products. Grew agent team from 30 to 150 in 2 years. Reduced Localization Program Managers (LPMs) time spent on standardized, repetitive tasks by 54% from January 2018 - November 2018 by creating a transformation strategy for the vendor support team supporting Localization tasks Developed scaled process to collect feedback for vendor process changes and implemented 70+​changes to the production processes to reduce the risk of repeat errors Launched bi-weekly newsletter​to keep cross-functional teams updated on all process changes Created and launched modified processes for a product Marketing team that enabled stakeholders to localize content with top quality. This included creating detailed process maps ​and product-specific intake forms, specialized training for support agents, developing stakeholder-facing training and documentation and adjusted processes quickly based on feedback Reduced time to first response by 57% in 1 quarter by creating a taxonomy to categorize issues, deprecating manual tracking and implementing time metrics dashboard ​to drive vendor efficiency Partnered with business analytics team to develop ​dashboard ​to measure overall productivity and individual agent metrics for localization tools, saving time and resources spent on manually tracking. Redesigned escalation process and migrated to internal ticketing system to manage escalations consistently and capture total resolution time and severityPartnered with the business operations team to develop a volumes dashboard to measure overall work and individual agent metrics for 3 localization tools

Mountain View, Ca, Us

Led the localization of the Google for Work product from inception to launch, managing delivery, cost and quality of projects and overseeing vendor execution.Partnered with cross-functional stakeholders to understand top business needs related to a product’s localization and local insights needs, structure and delivered compelling presentations and communications that influence various audiences including senior executives.Identified opportunities to improve localization workflows and services through tool and process needs to enable operational scaling and collaborate with Operations and Engineering to support deployment.Developed training program for new and existing Localization Program Managers and onboarded 14 new teammates

Mountain View, Ca, Us

Developed a Search Engine Optimization (SEO) strategy for support content which included creating and conducting trainings to the tech writing and support teamsOptimized the top 10 support articles using Webmasters tools, search traffic data and article comments, improving Click Through Rate from 9.8% to 15% Worked with cross-functional Engineering, Docs & Training, and other Online Help teams at Google, to drive the execution and strategy for our Online Help infrastructure (Contact flow, Help Center Search, navigation, etc.) and program.Led a team of 6 support team members to drive content strategy and content creation for both our external and internal Knowledge Bases. Managed the technical configurations of 19 Google for Work help centers which included the setup and maintenance of contact forms and channels Developed a previously non-existent relationship with the cross functional tech writing team and as a result created new processes for incoming requests which included establishing SLAs for documentation requests. Led a Help Center clean-up project which reduced total corpus by 22% and initiated updates of over 150+ outdated articles.Became the subject matter expert for Online Help for the Google for Work team and provided consulting to cross functional teams.Launched internal workflow tool to 6 vendor sites, provided training and documentation

Mountain View, Ca, Us

Provided Enterprise level support to Google Apps for Business customers in both English and Spanish Worked closely with the Engineering and Product Management team to provide support updates and trends and top customer concernsTraveled to El Salvador to provide guidance and training to over 80 new team membersConducted an analysis of the Spanish support team to determine drivers of customer dissatisfaction and held weekly meetings with the Spanish managersWorked with a team to create a customer centered project and delivered presentation and trainings to the global team Worked with Technical writers to create and update Online documentation Managed ramp, development and metrics of 4 new team members Selected to participate in a quarter long Ambassador program in the Dublin Corporate Google office for Q1 2013

San Antonio, Texas, Us

Provided support to 8 top enterprise customers (totaling >$8.6M annual revenue) by managing the resolution of all issues and escalations within portfolio Project managed new implementations, routine maintenance and technical support issues for dedicated large server environments of >50 servers Planned and conducted on-site meetings with customers to identify business needs and opportunities to optimize and grow their configuration Worked on a cross-functional team to develop a Spanish support strategy and helped create Rackspace’s first Spanish-speaking technical support team

San Antonio, Texas, Us

Mentored a team of Account Managers that are responsible for $24M of Rackspace’s annual revenueServed as an escalation point for customer issues and internal issuesResponsible for continuous training and development for the Account Manager role – i.e. providing feedback about procedures/tools, training employees on new initiatives, etcFacilitated regular Account Manager meetings to discuss company objectives in addition to providing mentorship through one-on-one coaching sessions with Account ManagersContinued to provide fanatical support to my portfolio of customers, approx. $3.6M annual revenue, by owning the resolution of all issues and escalations within my portfolio

San Antonio, Texas, Us

Provided customer support by developing relationships with each account and resolving service issuesResponsible for servicing an account base of 300 Rackspace customers – approx. $3.8M annual revenueSupported Spanish speaking customers by translating telephone conversations and tickets

Coralville, Ia, Us

Provided technical and networking support via phone, email and in-person troubleshootingResponsible for the repair and maintenance of computers and hardware

Ames, Ia, Us

Promoted to shop manager within my first 3 months Launched and managed marketing campaigns Provided technical support for the residential and small business desktops and laptops Trained 5 new employees Coordinated technician schedule

Fuschl, At

Educated and Promoted Red Bull Energy to students, athletes and curious localsWorked with a highly energetic team to discover events in the Eastern Iowa region and generate marketing ideas and plans for our manager. Trained new employees on company culture and product knowledge