Vanessa Maldonado Email and Phone Number
Vanessa Maldonado work email
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Vanessa Maldonado personal email
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I am a dynamic leader boasting over two decades of customer-focused progressive experience with an emphasis in people management and strategic change improvement. Successful record of achieving business results aligned with strategic initiatives and content management. Personable, with a curious spirit, not afraid to push the envelope and challenge the status quo. A forward-thinker, knowledgeable and effectively executes process change to improve customer and employee experiences while improving operational efficiency.Skilled in strategic planning, process design, and program management with an emphasis in continuous improvement and a sincere passion in improving both the customer and employee experience. Expertise in architecting long-term content design and tailored communication. My forte is centralized in identifying root cause and optimizing tailored solutions that resonate.I have a true love and enthusiasm for enhancing things beyond their initial state, both in personal and professional realms. The prospect of transforming a mere potential and getting to execution exhilarates me!
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Senior Project ManagerGigapowerNew Mexico, United States
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Senior Program Manager, Customer ExperienceUnirac Oct 2023 - PresentAlbuquerque, New Mexico, United StatesUnirac 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 solar industry.• 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 -
Sr. Manager, Content ServicesT-Mobile Dec 2021 - Nov 2023Albuquerque, 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 -
Sr. Manager, Customer ExperienceT-Mobile May 2018 - Dec 2021Albuquerque, New Mexico, United StatesPeople 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 feedback of direct reports to improve programs, processes and direct customer experiences. • 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)
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Sr. Customer Experience ManagerT-Mobile May 2015 - May 2018Albuquerque, New MexicoSuccessfully 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.• Helped orchestrate over 40 outbound efforts to customers ranging from legally impacting issues, courtesy contacts, clean-up efforts and test & learn procedures impacting over 50k+ customer experiences
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Customer Experience ManagerT-Mobile Nov 2010 - May 2015Albuquerque, 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• Manage several work streams including outbound direct mail letters, outbound text message campaigns, creation of new support queue to manage various efforts
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Sr. Analyst, Business ProcessT-Mobile Mar 2009 - Nov 2010Albuquerque, 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
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Analyst I & Ii, Business ProcessT-Mobile Jun 2001 - Mar 2009Albuquerque, 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
Vanessa Maldonado Skills
Vanessa Maldonado Education Details
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Industrial And Organizational Psychology -
Certificate, Project Management
Frequently Asked Questions about Vanessa Maldonado
What company does Vanessa Maldonado work for?
Vanessa Maldonado works for Gigapower
What is Vanessa Maldonado's role at the current company?
Vanessa Maldonado's current role is Senior Project Manager.
What is Vanessa Maldonado's email address?
Vanessa Maldonado's email address is vn****@****ail.com
What schools did Vanessa Maldonado attend?
Vanessa Maldonado attended Colorado Technical University, The George Washington University - School Of Business, Central New Mexico Community College.
What are some of Vanessa Maldonado's interests?
Vanessa Maldonado has interest in Poverty Alleviation, Animal Welfare, Social Services, Children.
What skills is Vanessa Maldonado known for?
Vanessa Maldonado has skills like Customer Experience, Call Center, Telecommunications, Mobile Devices, Customer Satisfaction, Business Analysis, Business Requirements, Agile And Waterfall Methodologies, Call Centers, Professional Communication, Project Planning, Business Process.
Who are Vanessa Maldonado's colleagues?
Vanessa Maldonado's colleagues are Vamshikrishna K, Diane Fehrenbach, Ryan Mcauliffe, Sanjeev Kumar Mishra, Jonathan Chavez, Banda Saivarun Guptha, Danish Ali.
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Vanessa Maldonado
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