Jorge Pradilla Email & Phone Number

Salt Lake City, Utah, Us

Led initiatives to optimize processes, provide actionable insights to leadership, and enhance customer experiences in professional services operations.Key Accomplishments:- Revamped Certinia PSA software, boosting employee satisfaction.- Streamlined PSA data entry, reducing complexity and errors.- Improved forecasting processes, achieving 40% error reduction.- Co-created Tableau dashboard for services operations, enhancing data accessibility and decision-making.- Conducted regular data audits to ensure accuracy and integrity.- Implemented strategies for enriching data with relevant insights for informed decision-making.- Developed and maintained data management protocols to uphold data quality standards.

Salt Lake City, Utah, Us

Raleigh, Nc, Us

I optimize strategies, processes, and systems for exceptional customer implementation, experiences, and success. Some of my achievements include: - Record high NPS and CSAT scores for customer support, consulting services, and customer onboarding/implementation through continuous CX and CS process improvement and efficient service delivery systems. - Achieved operational capacity increase of 50% by creating scalable and streamlined CX processes and systems including self-service support centers, service delivery tracking in Salesforce, and SFDC Flow automations.- Increased customer feedback data by 10X by designing a customer feedback loop system integrating and automating processes in SurveyMonkey, Salesforce, and AWS QuickSight. - Contributed to 270% growth in service engagement by creating a custom service delivery system in Salesforce for evidence services. - Identified and reported on key metrics for customer adoption and engagement through real-time dashboards in AWS and inter-departmental workshops. - Established strong interdepartmental partnerships with the Product, Engineering, Sales, and Marketing teams to develop CX and CS strategies.- Supervised and monitored contractors and trained incoming staff on procedures, systems, best practices, and resources.- Experienced customer-facing roles including customer implementation, CX interviews, issue resolution, and general troubleshooting. - Performed root cause analysis and customer paint point diagnosis for programs like customer onboarding, rostering and SFTP, and RCE data collection.

Raleigh, Nc, Us

My goal in this role was to expand our customer support capabilities, scale our self-service options, and provide excellent customer experiences. Some of my achievements included:- Consistently high customer satisfaction scores for customer support- Launching a customer help center resulting in a significant reduction of operational costs- Deliver and implement customer onboardings for dozens of school districts- Re-developing a case management system in Salesforce

Raleigh, Nc, Us

Inside sales representative. Some of my responsibilities included:- Find new business opportunities with school districts in the southeast US- Work within Salesforce to track, nurture, and grow new business- Manage some day-to-day interactions with strategic, existing clients

Responsible for partnerships, coordination, and implementation of international student housing in the southeast US region. Some of my accomplishments include:- Achieved record high student housing placements in the region by developing partnerships with top-tier universities such as Georgetown University, NC State University, and UNC Greensboro. - Managed multi-state student housing operations for dozens of students and families in the US southeast region. - Implemented and supported homestay software solutions with administrators from universities and independent schools.

- Coordinated networking events with local business and education leaders in the Triangle area. - Supported communications, operations, and strategic decisions of educational programs at NCBCE for thousands of students, multiple public schools, and several businesses in NC. - Facilitated communications between the Department of Public Instruction (DPI) and NCBCE. - Supported curriculum design efforts to better align curriculum to workforce needs. - Evaluated the non-profit’s competitive landscape through a competitive analysis report.

Bradenton, Fl, Us

- Coached tennis for student-athletes from 70+ nationalities - Managed and designed training programs for several groups of student-athletes - Coordinated and organized student travel, parent communications, and student performance tracking.

Bachelor Of Science - Bs, Business Administration And Management, General

High School Diploma

Master Of Arts (M.A.), Education Innovation, Technology, And Entrepreneurship