Vanessa Maldonado Email & Phone Number

New Mexico, United States

Albuquerque, New Mexico, United States

• Unirac is North America’s leading provider of infrastructure for solar power systems. Recognized as an industry innovator on both the product and process side, Unirac is one of the fastest growing companies in the.
• Strategic partner to help identify and optimize key processes to improve customer experience and operational efficiency
• Oversee Unirac programs to help elevate training certification and offerings to further enhance customer loyalty
• Liaison between multiple departments focusing on improving operational workflow
• Evaluate, create, and optimize KPIs to improve customer experience and efficiency
• Services pricing and promotion strategy architect

Albuquerque, New Mexico, United States

• Led team of Content Writer/Editors responsible for Care & Retail communications for internal content serving 20k+ employees
• Manage content within the knowledge base including technical and functional long-term content creation
• Strategic leader for content organization, readability, and effectiveness
• Responsible for assigned tasks across workstreams to ensure SLAs met and appropriately delivered results back to stakeholders

Albuquerque, New Mexico, United States

• People leader with 5-8 direct reports overseeing Program Manager, Sr. Program Manager, Customer Experience Manager, Sr. Customer Experience Manager positions. Responsible for leading, directing, guiding, giving.
• Led team through vast change including moving 1000 FTE support to outsource team
• Orchestrated and led yearly event with 350 attendees from around the world managing a $650k budget including food, entertainment, air travel, passports, DJ, and audio technical
• Improved key processes for all T-Mobile messaging and chat needs
• Responsible for customer pain point collection processes and tracking customer resolutions (Program: T-Voice)

Albuquerque, New Mexico

• Successfully manage processes related to four separate lines of business, including time-sensitive and highly visible departments relating to customer escalations
• Assessed and found opportunities within each department to drive efficiency
• Care program owner for Mobile Device Unlock responsible for permissions, support processes, system support, and decision-maker for over 120k requests per month
• Proactively identify customer-impacting pain points and subsequently engage business partners to help find appropriate resolutions
• Frequently engaged for high impacting issues that warranted on-the-fly resolution with quick process setup
• Managed many temporary support queues aimed to provide quick support for complicated issues including Samsung Note7 Recall, iPhone launches, web issue support, military support, network troubleshooting pilots.

Albuquerque, New Mexico Area

• Manage the analysis and resolution of product issues, process gaps, and scope of work impacting customers and employees
• Prepare departmental communications and provide status updates for key projects and metrics
• Create business process mapping and documentation
• Build key relationships with internal/external business partners
• Guide team to proactively find customer experience opportunities and own subsequent solutions that ensure seamless post launch support of new products and services
• Proficient in waterfall and agile methodology and requirement building

Albuquerque, New Mexico, United States

• Responsible for Mobile Broadband troubleshooting for all front-line technical care representatives; proficient in writing step-by-step technical solution documents
• Responsible for tracking calls per customer, determine cause of calls, offer solution to deflect calls to Care
• Implemented process changes that had a direct savings to the company.
• Proficient in requirements building and waterfall methodology for launching new products

Albuquerque, New Mexico, United States

• Analyze key call drivers, interpret data and implement solutions
• Responsible for content and communication to front-line representatives to implement changes
• Subject matter expert in troubleshooting, process and procedures
• Helped facilitate vendor partnership to reduce calls per customer and handset exchanges
• Effectively fill content gaps reported by various groups in the organization

Bachelor Of Science - Bs, Industrial And Organizational Psychology

Certificate, Project Management

Education record