Maranda Einstein Email & Phone Number

Texas, United States

Texas, United States

Grapevine, Texas, United States

Plano, Texas, United States

-Led team responsible for supporting front-line operations in experience design and optimization for customer satisfaction (CSAT) and maximizing agent productivity while maintaining quality standards. -Built out the first on-premise agent training program in over 3 years (RTO post-COVID).-Oversaw preparation and execution for ticketing platform change from Zendesk to Salesforce. -Reduced cost of support as a percent of revenue by 30% during time on the leadership team.-Evaluated existing contact handling procedures, mapped end-to-end customer path to identify opportunities in Member interactions; designed and executed automation & contact deflection.-Developed framework for process improvement using standardized ticket dispositioning, Operations performance dashboards and QA evaluations powered by both automation and human powered qualitative review. -Key member of cross-functional project and PMO teams as Support and Voice of the Customer (VotC) formed to advance organizational restructuring initiatives.

Plano, Texas, United States

-Designed and executed mechanisms to improve efficiency and reduce cost across Support and Supply Chain Operations with business, operational, and engineering stakeholders that resulted in over $20M in savings in cost to repair products during warranty period. -Developed predictive service demand model for connected fitness units.-Managed field service vendor onboarding and management during transition to third-party services from in house technicians. Built ticket handling and escalation paths for Member Support. -Directed Member Support response to multiple product recalls by US CSPC on Tread and Bike products. -Built a package of recommendations to save over $12M annually by instituting systemic controls in the proprietary order management system, and instituted changes with Enterprise Tech & Ecommerce developers. -Led project for Executive Escalation root cause analysis and recommendations for permanent solutions

-Senior leader for industry’s fastest growing Service Organization. Led Account Management & Analytics, Project Management, Solutions Development and Field Service AR/AP teams for fastest growing ATM Manufacturer and Servicer in the US. Oversaw team of 50+ FTE and numerous subcontractors.-Key director for revolutionary project teams across several top 5 US Financial Institutions. Fueled industry transformation toward tellerless branches and recycling technology.-Assembled and mentored best in class project management and implementation team. Developed processes which have become industry standards across multiple financial institutions.-Established Solution Development and Analytics teams, responsible for the in house error and ticketing platform, automatic dispatching protocol, project management system and all service related IT assets.

-Built a new Project Management system with web and mobile interfaces for internal stakeholders, created subcontractor and customer portals as well as automated workflows to increase departmental efficiency. -Completed the deployment of 20,000+ ATMs with top 5 US Financial Institutions and smaller FIs with best-in-class performance. Repeatedly awarded business as a firm due to deployment success. -Constructed Service RFP responses, primarily focused on implementation project planning. -Created analytics platform allowing for improved ad hoc and repeat analysis of Service Ticketing data.-Developed live and historical performance dashboards to monitor status and trends in datasets, and to evaluate the effectiveness of business decisions and project impacts.

Columbus, Oh

Reviewed agencies budgets for adherence and appropriate financial stewardship of appropriations.-Evaluated agencies performance measures and strategic plans to ensure attainment of objectives.-Prepared budget briefings, quarterly financial reports and weekly economic and demographic summaries for administration and elected officials; produced “Citizen’s Guide to the Budget”.-Created new web-based tool for submission and review of performance measures and Strategic Business Plans; created and maintained SharePoint sites and performance databases. -Responsible for weekly preparation of economic summaries sent weekly to Board of Commissioners, County Administration and press liaisons; improved reporting format to make information more relevant and digestible; produced 2014 Citizen’s Guide to the Budget.

Columbus, Ohio

-Responsible for continuous process improvement and documentation for all departments within ATM Ops. Coordinated subject matter experts across line of business to established internal control assessments, performance measures and scorecards for each department and external vendors in national network. -Managed contract negotiation (RFP, RFQ) and vendor management for logistics, transportation, cleaning and inspection services as well as subject matter expert for installation and technical vendors. Managed all accounts payable related to Chase ATM fleet installation and maintenance.

Westerville, Oh

-Monitored national fleet of Chase ATMs for availability, hardware and software errors, cash replenishment requirements, fraud or abuse. Supervised agents and oversaw operations in 24/7 call center. -Leadership team specialist in performance management, quality assurance and data analysis. Designed & created new agent tools and reference guides. Critical in the launch of BCP-sister ops group in Philippines.

Lewis Center, Oh

• Managed direct team and subcontractors responsible for Production: order processing, purchasing, project management and installation, customer service and warehouse operations. • Oversaw approximately 25 service providers with different service scopes and expertise; oversaw procurement reviews, requirement and scope generation, bidder conferences and negotiations with both sellers and buyers• Developed, documented and implemented new processes for customer satisfaction and efficiency including during execution of nationwide rollout of new operating system (SAP)

Fresno, Ca

• Improved profitability of greenfield office during down market year through vendor & employee performance management. Recovered and developed relationships with branch’s two largest customers.

San Diego, Ca

• Coordinated scheduling of subcontractors from rough stage through Quality Control and customer turnover.• Managed many active projects with wide ranging scope: residential, multi-family and commercial applications. Oversaw installation projects in up to 300 sites a month. • Trained associates for local and regional branches. Created training manual for department

Master Of Public Administration (Mpa), John Glenn School Of Public Affairs

Bachelor Of Arts (Ba), Political Science