Customer Service Executive Assistant

Thelma Sifuentez

512-***-**** adrqm6@r.postjobfree.com LinkedIn Austin, TX

Program Lead Operations & Support

Leadership Project Management Strategic Partnerships Operations & Client Success

SUMMARY

A dedicated, passionate, and driven Program Leader with progressive experience transforming business operations, managing process and procedural change, implementing workplace best practices, and leading public events across multiple multi-million dollar vertical industries. Motivated by making a positive impact in the community, and workplace, and drive meaningful change while empowering others to succeed. A bilingual, strategic, and inclusive leader with a verified ability to lead by example, develop high performing and efficient business operations, ensure company success, and ultimately, deliver outstanding customer satisfaction.

SKILLS & EXPERTISE

Project Management

Team Leadership

Resource Management

Logistics Management

Strategic Planning

Communication

Logistics & Travel Planning

Key Account Management

Contract Negotiation

Vendor Management

KEY ACCOMPLISHMENTS

Project Leadership – Deliver outstanding project management and support propelling next-level success through operational improvements, management, and collaboration to deliver exceptional client experience.

Team Leadership – Inspires cross-functional teams to deliver winning solutions and exceptional customer service, empowering others to succeed at all levels, ensuring operational efficiency and client success.

Process Improvement - Optimized organization-wide processes and standardized operational procedures to deliver effective, efficient policies, enhanced metrics, training, and communication capabilities.

PROFESSIONAL EXPERIENCE

FunAir, Austin, TX March 2021 to Current

FunAir is an American superyacht recreation manufacturer that develops, sells, repairs, and supports inflatable superyacht toys and accessories globally. It employs 20+ people.

Global Operations & Support

•Manage customers’ expectations of project deliverables and timelines

•Deliver proactive communication to customers so they are informed of progress

•Drive project stakeholder action and execution to ensure that project milestones are completed in a timely manner

•Support closed-loop learning to develop, refine, and implement processes to improve efficiency and customer experience

•Build relationships with internal/external stakeholders through respect, empathy, effective communication and organization.

Dell, Round Rock, TX August 2018 to March 2020

Dell (NYSE: DEL) is an American multinational computer technology company that develops, sells, repairs, and supports computers and related products and services. It employs 157,000 people and generates $90.6B in annual revenues

Account Manager, Global Client & Compute Solutions

•Responsible for the development and implementation of growth strategies for 7 global accounts across the aerospace and technology industries delivering client solutions to over 50 global subsidiaries.

•Built and established comprehensive understandings of client and business needs, developed business proposals and customized solutions for $6M global enterprise clients.

•Served as a key liaison between multiple teams, directors, executive leadership and stakeholders.

•Built trusted, impactful relationships with key stakeholders that single handedly retained key client accounts.

•Utilized project management tools, processes, and systems.

•Successfully led multiple projects through a corporate acquisition.

Muah & Co Studio, Austin, TX February 2009 to Present

Muah & Co is a family-owned business providing professional beauty services and serving the $55.1B wedding industry in the central Texas region.

Owner & Operations of Client Success

•Leading and developing the company-wide vision, strategy, logistics, and operations while delivering customer satisfaction for up to 40 high profile events each year.

•Established and implemented marketing and branding campaigns leading digital and social media marketing efforts to establish client base.

•Led marketing campaigns using digital and print collateral, expanded social media presence, leveraged existing customer and marketing data to target new potential customers, and designed marketing materials.

•Manage customer service, accounting, inventory management, sales, marketing, and operational processes

•Launched an apprenticeship program to develop change management processes.

•Led recruitment, staff supervision, hiring, employee relations, as well as all operations and HR functions.

Dell, Round Rock, TX December 2003 to May 2005

Dell (NYSE: DEL) is an American multinational computer technology company that develops, sells, repairs, and supports computers and related products and services. It employs 157,000 people and generates $90.6B in annual revenues

Associate, Installation Management & Field Services

•Management and resolution of escalations in support of providers, sales, project managers, customer care, tech support teams and customers, providing leadership to 7 associates.

•Served as the primary point of contact for cross functional teams, clients, and project managers

•Optimized project management efforts and utilized proprietary technologies to enhance organizational processes.

•Developed and implemented customer experience tracking systems to streamline dispatch and invoice processes.

•Led intra-organizational communication and facilitating exceptional customer service and tools maintenance.

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Executive Assistant Specialist June 1999 to December 2003

•Responsible for providing executive administrative support to Vice President, events management, and leadership for a world-wide technology while providing daily leadership to 5 Administrative Assistants.

•Provided executive level support to the Vice President and 12 direct reports establishing impactful, trusted relationships with cross-functional administrative teams and stakeholders.

•In partnership with Finance and Facilities teams, planned, executed, and led logistics for departmental relocations and led event planning for all hands, special events, and award programs for over 250 attendees.

•Served as the Team Lead for 5 cross-functional Administrative Assistants and fostered a winning culture and positive environment through team collaboration, organizational processes, and communication.

•Prioritized and coordinated meeting requests in line with internal and external business objectives, proactively highlighting important matters while maintaining sensitive documents in compliance with security procedures.

•Designed systems and process improvement initiatives to maximize operational efficiency, led research analysis, operational reporting and quarterly business reviews in support of senior leadership.

EDUCATION, CERTIFICATIONS, AWARDS & PROFESSIONAL AFFILIATIONS

Austin Community College

CAPM Course -2016 & 2017 nominee for Glammy! Client Preferred Local Vendor Award

Quality Training, Commercial Client Sales, Infrastructure Support Services, OEM Solutions - Dell Technologies

Texas Women in Business (TWIB) – Lakeway Wedding Industry Network (LWIN) – Nuptial Essentials Association of Wedding Professionals (NEAWP) – Wilco Wedding Association – Wedding Network USA –

Featured in publications including The Knot and Wedding Wire

AREAS OF EXPERTISE AND TECHNOLOGY PROFILE

Microsoft Office Excel PowerPoint OneNote Teams Google Suite Salesforce Zoom Webex Time Management Social Media Project Management Project Planning Team Motivation Customer Service Spanish Bilingual Teamwork Team Training Client Satisfaction New Business Development Interpersonal Skills Critical Thinking Relationship Building Social Media Optimization Branding Networking Program Leadership Client Relations

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