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Senior Operations Program Manager @ Square (NYSE: SQ)

Proven Customer Experience Operations Manager, holding an MBA with a focus on International Business and a Post-Graduate Degree in Data Science and Business Analytics. 5+ years of demonstrated expertise in scaling teams and 11+ years orchestrating projects for SMBs and Enterprise-level companies.

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Experience

As the leader of our dynamic 5-person Enablement and Programs team, my role centers on harnessing advanced AI chatbots, self-serve documentation, and churn reduction strategies to elevate the customer experience and fuel business growth. With over 2 million customer touchpoints a year, my responsibilities encompass orchestrating the development and successful execution of over 17 Customer Care programs, managing a repository of 8,000 external and internal documents, and working closely with Support leadership and various stakeholders throughout the organization to proactively address customer concerns and enhance overall satisfaction.

Furthermore, I spearhead enablement initiatives for new products and foster collaboration with cross-functional teams, including Revenue Operations, Product & Engineering, Sales, and Marketing, ensuring the seamless execution of product launches and updates.

Responsible for the development, coordination, and maintenance of key customer experience initiatives, including the creation and management of the quick course and refresher platform, internal CX knowledge base, curated content program with self-study resources, and the management of a 16-person SME program, as well as the Support Mentorship Program and Engineer-Support Rotation Program. In this role, I was responsible for overseeing knowledge base management and serving as a content curator for the Support Center. Additionally, I was responsible for maintaining system and vendor relationships for CX systems, and collaborating with the L&D team to develop and deliver ongoing training programs and strategies.

Lead the development and communication team, as well as oversee the management of volunteers. Was responsible for creating and executing effective communication strategies, including the development of press releases, social media campaigns, email and newsletter content. Also be responsible for managing fundraising, events, web marketing, e-commerce, and Hope campaigns. Additionally, I acted as the IT lead for the agency, managing and maintaining the agency’s technology infrastructure.

Responsible for the management and execution of various programs and initiatives, including events, marketing strategies, webinars, and client tracking systems. Additionally, I provided IT support, managed and recruited volunteers, and worked closely with the Director to implement volunteer activities. My role also included providing presentations and outreach to generate awareness for the organization’s mission and programs.

Orchestrated the end-to-end development and implementation of a robust sales platform, which encompassed crafting persuasive sales scripts, meticulously monitoring key performance metrics, and harnessing the power of CRM tools for enhanced productivity. My responsibilities extended to sitting alongside the team and executing proactive outbound B2B prospecting campaigns and expertly handling account development calls, thereby driving lead generation efforts and maintaining productive engagement with both new prospects and existing clientele.

Played a pivotal role in maintaining exceptional customer satisfaction and experiences for our current subscription customers. My commitment to troubleshooting and providing ongoing support ensured the seamless functioning and satisfaction of our valued customers.

Education

Graduating from the University of Texas with a post-graduate certificate in Data Science and Business Analytics, accompanied by an impressive GPA of 3.84, underscores my readiness for success in the dynamic field of data-driven decision-making. The program at the University of Texas is a comprehensive and forward-thinking initiative, equipping students with an extensive toolkit of skills, programming languages, and analytical techniques essential in today’s data-centric business landscape. From Python to Tableau, from Business Statistics to Exploratory Data Analysis, this program has offered me a robust foundation to tackle complex data challenges. Furthermore, my e-portfolio showcases the hands-on experience and projects I’ve undertaken, further highlighting my practical expertise and commitment to applying this knowledge in real-world scenarios. With such a well-rounded education and practical experience, I am poised to excel in roles that demand expertise in data science and business analytics, and I look forward to contributing meaningfully to the ever-evolving landscape of data-driven decision-making.

Graduating from St. Edward’s University with an MBA, specializing in international business and maintaining a remarkable GPA of 3.9, positions me for success in the global business landscape. St. Edward’s MBA program’s unique emphasis on entrepreneurial thinking, innovation, and global collaboration aligns perfectly with the evolving demands of the business world. Throughout my studies, I honed essential skills such as effective communication, data-driven decision-making, and critical reasoning, which are indispensable in leadership roles. The program’s focus on integrating corporate social responsibility with business objectives demonstrates its commitment to ethical and sustainable business practices. Moreover, embracing technology as a catalyst for improved business outcomes underscores the program’s relevance in today’s digital age. With this comprehensive education and skillset, I am well-prepared to thrive in the complex and interconnected realm of international business, contributing to innovation and success in any professional endeavor I undertake.

Graduating with a Bachelor’s degree in Psychology and minoring in Business Administration from Texas State University has endowed me with a unique and versatile skill set that sets me up for success in a variety of career paths. The Psychology program at Texas State instilled in me a deep understanding of human behavior, critical thinking abilities, and strong research and analytical skills. Pairing this with my Business Administration minor has given me a solid grounding in essential business concepts such as leadership, management, and marketing. This combination of psychology and business knowledge positions me to excel in roles that demand a nuanced understanding of human motivation, decision-making, and interpersonal dynamics, all of which are integral in today’s competitive job market. I believe that my well-rounded education from Texas State has equipped me with the adaptability and expertise necessary to thrive in diverse professional environments and make a significant impact in both the fields of psychology and business.

Certifications

Becoming an Effective Manager – Abilitie

Inbound Marketing Certification – HubSpot 

Leadership Workshop – The Arbinger Institute

Mimic Pro – Digital Marketing – Stukent

Highlights

  • Successfully generated a combined Annual Recurring Revenue (ARR) of $3.6 million in 2022 by strategically implementing Sales Assisted motions and Call to Actions (CTAs) alongside CX initiatives.
  • Implemented two innovative AI programs, elevating the customer experience and resulting in cost savings of approximately $200,000 YOY for the Customer Care organization.
  • Collaborated on 35+ product launches annually with Product and Engineering teams to ensure flawless integration.
  • Designed and led 17+ impactful programs YOY to enhance the Customer Experience team, contributing to a 95% world-class CSAT, 9 Stevie Awards, and overall business success.

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