Director Customer Service and Support Operations
Resume:
GERALDINE RODRIGUEZ-SMITH, PHD
**** **** ****** • Leon Valley, Texas, 78238
*.**************@*****.***
CAREER PROFILE Forward-thinking leader with 12+ years of experience leading cross-functional teams across North America. Proven experience in driving strategic vision, strong collaborative cultures, and empowering teams to embrace the end-to-end customer experience. Extensive knowledge of Leadership, Contact Centers, Salesforce, Workforce Management, Training and Content Development, Call Center Automation, and Business Process Improvement. SKILLS
Operations Strategy & Leadership
Stakeholder & Customer Relations
Business Process Outsource Relations
Continuous Improvement
Process Development & Implementation
Change Management
Risk Mitigation & Planning
Employee Development
EXPERIENCE
DIRECTOR, NORTH AMERICA CUSTOMER SERVICE AND SUPPORT OPERATIONS, CLINICAL AND SCHOOL ASSESSMENTS; PEARSON EDUCATION; SAN ANTONIO, TX 2016-2019
KEY ACCOMPLISHMENT: Increased customer satisfaction scores from 65% to 89% and decreased customer dissatisfaction from 35% to 7%.
− Led Customer Service & Support for three lines of business across the US and Canada
(~9M operating budget)
− Partnered with various Business Process Outsourcers (BPO) across locations and geographies (US, Canada, Philippines)
− Drove initiatives to provide proactive customer experience capabilities (reduced budget by 33% over 3 years/reduced incoming volume by 38%)
− Led multiple major system migrations (telephony, CRM, ERP, etc.) and organizational restructures
− Drove initiative to automate fax and web order exceptions, resulting in $1.2M savings over 3 years
− Ensured continuous improvement and training for Customer Service & Support staff, as well as BPOs, for multiple lines of business
− Oversaw North America Self-Help team; improved quality and efficiency by creating customer self-help strategy, building customer support web presence, optimizing keyword search, and standardizing content expectations for editorial staff MANAGER, STATE & NATIONAL, NORTH AMERICA CUSTOMER SERVICE AND SUPPORT; PEARSON EDUCATION; SAN ANTONIO, TX
2016
KEY ACCOMPLISHMENT: Streamlined processes, standardized operating procedures and reduced the need for seasonal temporary support staff by successfully merging two contact centers.
G e r a l d i n e R o d r i g u e z - S m i t h, P h D
− Responsible for overall strategic planning, staffing, and performance of high-volume contact center supporting ~28 assessment programs
− Ensured all Key Performance Indicators, Service Level Agreements, and contractual requirements were successfully met
− Proactively identified opportunities for self-service and product, process, and quality improvements to reduce contact volumes and cost, while improving efficiencies and customer experience
− Developed and implemented business continuity plan, reducing risk to the business in the event of an outage or disaster
SUPERVISOR, CONTACT SERVICES, ASSESSMENT AND INSTRUCTION; PEARSON EDUCATION; AUSTIN, TX
2010-2016
KEY ACCOMPLISHMENT: Established formal performance metrics and reporting system to optimize the customer experience, resulting in year-over-year improvements in all key metrics.
− Managed day-to-day call center activities and deliverables for both the Partnership for Assessment of Readiness for College and Careers (PARCC) Program and the Texas Assessment Program
− Interviewed, hired, and trained all internal temporary support staff
− Accountable for overall forecasting, workforce management, quality management, training activities, and employee development
− Oversaw vendor relationship and advised vendor on performance expectations to ensure all goals and KPIs were successfully met
TEAM LEAD, CONTACT SERVICES, ASSESSMENT AND INFORMATION; PEARSON EDUCATION; SAN ANTONIO, TX
2008-2010
KEY ACCOMPLISHMENT: Developed new hire training and quality monitoring program to improve our agent’s skills and customer’s experiences.
− Supervised, trained, and developed seasonal call center staff to provide quality support to test administrators and coordinators for the Texas Assessment Program
− Responsible for creating daily, weekly, and monthly unit reporting
− Served as the point of escalation for customer issues G e r a l d i n e R o d r i g u e z - S m i t h, P h D VOLUNTEER
ACTIVITIES
CHAIR, CITY OF LEON VALLEY ECONOMIC AND COMMUNITY DEVELOPMENT ADVISORY COMMITTEE
2019-PRESENT
− Committee is charged with providing advice and vetting projects proposed by staff prior to the project being placed on the City Council agenda
− Responsible for leading committee meetings, partnering with city staff, setting agenda items, and ensuring Robert’s Rules of Order and compliance with Open Meetings Act
− Responsible for oversight on the expenditures allocated to applicable portion of the sales and use tax for economic and community development projects
− Committee member: 2017 – 2019
PARK COMMISSION MEMBER, CITY OF LEON VALLEY CITY PARK COMMISSION 2017-PRESENT
− Commission prepares and submits park regulations to the City Council for adoption and make suggestions concerning park ordinances and policies, assist in the development, maintenance, and regulation of city parks
COMMITTEE MEMBER, CITY OF LEON VALLEY HOME RULE CHARTER REVIEW COMMITTEE
2019
− Committee is responsible for inquiring into the operation of the City government under the Charter and determine whether any provision requires revision INTERNATIONAL CONFERENCE FOR ADVANCES IN MANAGEMENT (ICAM) 2011-2013
− Board Member, Board of Trustees (2012-2013): Provided advise on the direction of ICAM; responsible for bringing in new members
− Rodriguez-Smith, G., Moreno, B., & Duncan, P. (2012, July). Global Perspective: External factors Impacting Globalization and Corporate Social Responsibility. Paper presented at the Proceedings of the 19th Annual International Conference on Advances in Management & 5th International Conference on Social Intelligence. Nassau, Bahamas.
− Rodriguez-Smith, G. (2011, July). A Study of the Relationship Between Emotional Intelligence, Leadership, and Power. Paper presented at the Proceedings of the 18th Annual International Conference on Advances in Management & 4th International Conference on Social Intelligence. Cancun, Mexico. EDUCATION
OUR LADY OF THE LAKE UNIVERSITY SAN ANTONIO, TX
• Doctor of Philosophy, Leadership Studies – 2011
• Master of Science, Organizational Leadership – 2007
• Master of Business Administration – 2005
• Bachelor of Business Administration in Marketing – 2002
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