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

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

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

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

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

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