Raquel Smith Email & Phone Number

Kirkland, Wa, Us

Austin, Texas, Us

• Developed scalable agile strategy operations framework for 400 employees• Chief of Staff to Group VP, CX SaaS, Application Service Excellence• Ambassador for meaningful and measurable success metrics• Executive communications and presentations• Operations Generalist• Talent Strategy• Business & Financial Modeling

San Jose, Ca, Us

San Jose, Ca, Us

● Responsible for cross-functional collaboration and infrastructure● Spearheaded new programs for technical and business teams to combine planning processes ● Designed, implemented, and iterated on program map systems until the mapping process could be adapted by leadership across teams● Champion for defining done that can be adopted in engineering and principles taken by operational and governance teams● Represent eBay with potential vendors that fit strategy for teams in Payments, Billing and Risk● Executive presentations on program performance and business cases● Stand up product resources documentation, governance education, and other sources of truth

San Jose, Ca, Us

• Doubled executive sponsorship for programs from 2016 to 2017• Responsible for operations, strategy, and key partnerships supporting Diversity and Inclusion• Drive active and diverse membership globally• Multiple day-to-day process improvements for managing the program with 52 committee members • Owner for marketing and internal website marketing redesign• Increase department inclusion and balance male membership • Maintain focus and documentation of mission and connection to broader inclusion efforts

San Jose, Ca, Us

• Led cross-functional go-to market product roadmap impacting 13m customers. No bugs at launch and exceeded key expectations• Customer-validation obsessed for product design• Introduced global on-time shipping signal, setting the foundation for today's eBay Guaranteed Delivery product• Established fiscal accountability for seller performance rewards with new technology, operations analytics, compliance, and processes • Designed and executed multiple projects for strategic operational improvements eBay's Seller Performance evaluations program, reducing contacts, customer churn, and losses to eBay and sellers. • Data analytics relationship owner for product launches, strategy, and operations• Global product efficacy subject matter expert• Expedites stakeholder agreement and decision-making

San Jose, Ca, Us

• Transformed litigation risk groups to close partnerships for long-term anti-counterfeiting strategy• Lead for predictive counterfeit detection modeling leveraging Intellectual Property owner partnerships and big data• People Manager to specialists with three years back-to-back with top ratings in employee NPS surveys • Public Relations POC for high visibility, international escalations and opportunities• Stopped and prevented inflow of new lawsuits from intellectual property owners • Optimized detection resources and technology to permanently reduce counterfeit good rate and risk• Training designer for customer support and investigator roles regarding counterfeit detection• External partnership liaison with law enforcement and Intellectual Property owners• Define data requirements for key performance indicators

San Jose, Ca, Us

• End-to-end program owner for Diversity program in Salt Lake City Office• Grew active and total membership over 400%, including men as members and volunteers• Model foundation established for engaging employee resource group for scalable growth• Salt Lake City location maintains as most active chapter globally. • Recipient of Women Tech Council Impact award for sustainable inclusion at a company

San Jose, Ca, Us

• People manager with consistent top performance • Developed first global, comprehensive internal knowledge base for hundreds of policies to reduce handle time of individual customer contact responsibilities (reduction of 3 minutes per case)

Dallas, Texas, Us

Lead for Business and Development, Fundraising for High Tech High Heel's new Silicon Valley Chapter. High Tech High Heels has been a successful organization running quality assurance and funding for organizations that aid STEM education growth for girls and women.

Master Of Business Administration (Mba), Mba

Bs, School Of Business, Marketing