Miriam R. Email & Phone Number

• Team Leadership & Growth: Scaled the Horizontal TES team by 175%, driving growth for LBP and Trust products through role clarity, performance alignment, and cross-functional collaboration.• Operational Excellence: Improved SLA compliance by 16% and reduced case misdirects by 24% through data-driven performance analysis and workload optimization.• Process Optimization: Automated workflows and restructured processes, improving productivity and reducing case handling time by 25%.• Data-Driven Insights: Developed KPIs and leveraged analytics to enhance operational efficiency and drive revenue growth.• Change Management: Led initiatives that improved team workflows, achieving a 20% efficiency gain.• Talent Development: Designed a robust coaching program, fostering leadership growth and resulting in 5 team member promotions.• Cross-Functional Collaboration: Partnered with product, engineering, and TSM peers to align strategies, deliver process innovations, and enhance customer experience.

Carpinteria, California, United States

• Project Management: Managed projects using JIRA, ensuring on-time delivery of business requirements and improved product functionality.• Process Optimization: Identified inefficiencies and implemented automation strategies, enhancing workflows and user satisfaction.• Cross-Functional Innovation: Partnered with engineering and product teams to develop solutions that optimized product performance.• Analytical Problem Solving: Conducted metric analysis to pinpoint areas for improvement, driving measurable product enhancements.

Carpinteria, California, United States

• Tested and improved product functionality in collaboration with product teams to ensure seamless performance.• Delivered actionable insights through comprehensive testing reports, contributing to product refinement and customer satisfaction.

Carpinteria, Ca

• Led multi-channel customer support operations, enhancing team efficiency and customer satisfaction.• Trained and onboarded new team members, improving collaboration and knowledge retention.• Resolved customer challenges with professionalism, ensuring long-term loyalty and positive brand engagement.

Ventura

• • Managed a team of 90 employees, ensuring high productivity, conflict resolution, and that quality standards were met.• Prioritized tasks, tracked progress, and utilized analytical skills to optimize team output, and ensure smooth operations.• Monitored employee productivity to provide constructive feedback and coaching.

Ventura, Ca

• Provided exceptional customer service, resolved inquiries with attention to detail, and mentored new agents on protocols to improve service quality• Mentored new agents on call center protocols, ensuring adherence to best practices, and improving service quality.• Answered incoming calls from customers and helped with product inquiries, billing questions, and other customer service-related issues.

Bachelor’S Degree Of Science, Business Administration And Marketing

Business Administration And Management, General

High School