Manager Customer
Resume:
SILVIANA VILLARRUEL
adcp2g@r.postjobfree.com
www.linkedin.com/in/silviana-villarruel/
SUMMARY
Skilled process architect with 4+ years’ experience developing and improving processes that impact user experience and aid in increasing efficiency, streamlining work flow, designing testing methods, and ensuring product and process quality.
SKILLS
SQL
Tableau
Metabase
Visual Studio
Snowflake
GitHub
R
Python
Zendesk Administrator
Qualtrics
Foresee
Pardot
EXPERIENCE
PROCESS ARCHITECT – GLOBAL 10/2018 to 4/2020
TripActions Inc. - Dallas, TX
Created a multi-channel quality-monitoring program to measure CX and global agent performance for 250+ agents; improved average CSAT by 15% per agent.
Constructed an interaction disposition process, which identified over 75 different customer intents.
Disposition process improvement project lead to reduction of 6 minutes in AHT in numerous workflows.
Reduced agent errors by 1% of total support cost, by connecting data from accounting and support systems to actionable coaching benchmarks.
Designed data collection of workflows to measure improvements and support other reporting needs.
BUSINESS DRIVEN QUALITY MANAGER 03/2018 to 10/2018
Brinks Home Security - Farmers Branch, TX
Launched an all-encompassing Quality Management Program for a contact center of 300 agents.
Tied in all KPIs (FCR, AHT, CSAT, QA) for a clear-cut coaching rubric to monitor agent and process improvement performance over time.
Up-skilled my team by creating career development plans along with attaining access to Lynda Learning to integrate their traditional QA skills with analytical process.
Driver in implementation and adoption of Text Analytics software, which identified areas of improvement.
SENIOR PROCESS IMPROVEMENT ANALYST 10/2016 to 03/2018
Brinks Home Security - Dallas, TX
Owned Voice of Customer program & insights across all customer journey touch-points, creating 5 core surveys sent each CX milestone/interaction.
Partnered with operations to drive 22% increase of customer reactivations.
Project Managed JD Power Certified Technology Service & Support Program; the company was ranked #1 in Customer Satisfaction in the J.D. Power's Home Security Satisfaction Study 2016 and 2018.
Improved NPS by 18 points in our technical field operations by defining key CX pain points and designing process improvement initiatives.
Launched countless crowd sourcing survey campaigns sent via web popup, email and text.
EDUCATION AND TRAINING
Texas Woman's University - Denton, TX
Informatics Minor Data Science
Information Science, Expected in 08/2020
Richland Community College - Dallas, TX
Associate of Science Emphasis Mathematics
Mathematics And Computer Science, 05/2011
CERTIFICATIONS
Six Sigma Black Belt
Acuity Institute – Credential ID C2124
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