Business Development Customer Service
Resume:
FEDERICO “FED” UNARCE
Seattle, WA 98125
*********@*****.***
June 5, 2025
PROFESSIONAL SUMMARY
Dynamic, Entrepreneur-minded Business Professional with over two decades of Professional Services experience focused on: Work Force Management, Hiring, Training, Recognition, Project Coordination; Sales & Marketing; Communications; Customer Service; Program Management & Business Development; ecommerce; Account Management; Business Intelligence; Compliance; Resource & Requirements Gathering; Analysis & Reporting; Email Marketing; Social Media Management; SEO; and Affiliate Marketing. Recognized for Excellence in Leadership, Operational Efficiency & Effectiveness, Process Improvement, Communication & Community Engagement, and Consensus Building.
CAREER SKILLS & KNOWLEDGE
- Extensive experience interpreting customer needs and distilling them into the best-in-class business process and technology solutions.
- Thorough and practical knowledge of product and service lifecycle, including tools, principles, and multiple project management methodologies.
- Deadline-driven with a deep respect for quality and delivery. A broad understanding of financial management, budget coordination, and regulatory compliance.
- Highly organized and an excellent communicator. Able to position communications appropriately to the desired audience.
- Exceptional leadership in a matrix-management, cross-functional team environment where multiple competing priorities are the norm.
- Ability to provide a clear vision and motivate towards success.
- High-level overview of IT Infrastructure Management and Methodologies.
- Sales & Marketing and Business Development events focused on Channel Partner activities.
EXPERIENCE
November 2018 – January 2025
Concierge Team Lead The Boeing Company Seattle, WA
- The Concierge Team supports new hires from receipt of their offer through their first week of training.
- A support resource to help new hires navigate the vast resources available via the Boeing ecosystem.
- Track new hire start date activity to gather Business Intelligence
- Manage Communications and invitations to weekly new hire informational sessions
- Manage weekly online Informational Sessions for new employees attending Orientation
- Concierge support for Friday Orientations
- Partner with cross-functional teams to provide a positive new employee experience
- Supported Washington Alliance for Better Schools (WABS) Renton Factory Tours
- Support Foundational Training Center (FTC) activities
- Recognition support for Boeing new hires including continued job training recognition efforts
- Collaborate and partner with data and survey teams to gain new employee insights
Dedicated Hiring Team Analyst The Boeing Company Seattle, WA
- Candidate scheduling and creation of their online WebEx interview invitations.
- Candidate POC for the scheduling through the interview phase.
- Manages focal requests for Deaf and Hard of Hearing (DHOH) candidates needing American Sign
Language (ASL) interpreter services for their online interview.
- A support resource for Interview Managers and Volunteers at sourcing and hiring events.
- Supported the annual SkillsUSA Competition
- Check-in and analyst support for in-person interviews.
Staff Analyst The Boeing Company Renton, WA
- Supports the Executive Management Team and analyzes data from multiple sources.
- Research and evaluation of organizational staffing, identifying gaps, and challenges.
- Facilitates and coordinates meetings and team-specific activities.
- Summarizes and reviews current processes and creates informational and documented procedures.
- Gathers requirements and collaborates with stakeholders to update, monitor, and track project
schedules, plans, and budgets.
- Partners with cross-functional teams to support and execute employee-related activities and team initiatives.
- Collaborates with 2nd and 3rd-level management and administrative teams in support of employee related staffing functions.
- Provide ad-hoc support to management, line, and administrative teams.
- Analyzes data and creates daily and monthly quality and compliance reports.
February 2017 – April 2018
Project Coordinator Group Health/Kaiser Permanente (Consultant) Renton, WA
2018 KPWA PC Refresh Project
- 2018 KPWA PC Refresh Project Coordinator.
- The successful completion of the 2017 refresh efforts continued through 2018 H1 and approximately 1700 desktops, laptops, and monitors were replaced.
- Specialized work processes for specialized setups like Welcome and Check-in Kiosks.
- Collaborated with departmental stakeholders on special device requirements involving testing and the certification of hardware, software, and drivers.
- Communications SME notifying stakeholders/users of scheduled refresh dates via email merge
process.
- Coordinated ad-hoc replacement efforts for one-off PC and laptop replacements.
- Data inventory activities including collaborating with the Service Now Team to provide specific Hostname and device details.
- Contributed and assisted in the Post Deployment Disposal of Assets process, which included a
quarantined duration period.
- Facilitated 2018 Post Deployment Project Surveys and reported findings to the Infrastructure
Engineer.
2017 KPWA PC Fleet Refresh Project
- 2017 KPWA PC Refresh Project Coordinator.
- Assisted in the coordination and replacement of approximately 5500 desktops and laptops rolled out across 50 administrative, clinical, and office facilities throughout the KP Washington ecosystem.
- Collaborated with departmental stakeholders regarding specialized deployment and Infrastructure requirements based on specific business concerns, technical constraints, and complex applications installations.
- Managed the overall communications with stakeholders and users, informing them of the PC Refresh Team’s refresh schedule for desktops, laptops, and field teleworkers.
- Data Inventory activities and collaboration with the Service Now team to provide internal data points requirements.
- Supported the decommissioned process for disposal-ready assets to Arrow Sustainable Technology.
- Updates of newly deployed assets to the HP Asset Management system.
- Managed the team’s meeting minutes and flushed out the “Call to Action” requests.
- Managed the PC Refresh support email alias, including updating project details to SharePoint and Box repositories.
- Partnered with IT and support teams to ensure the refresh experience went smoothly and the user experience was positive.
- Partnered and collaborated with the Engineering and Field Technical Deployment Team.
- Spearheaded Post Deployment Project Survey activities.
Feb 2017 – May 2017 Group Health – KPWA Transition Project
- Project Coordinator updating team members on a minute-to-minute project status (Iteration testing I).
- Test Lead managing daily stand-up meetings during Iteration 1 validation testing. Creation of UAT schedule and development towards the completed cutoff plan.
- Collaborate with IT Support to understand and build out a manageable project list to accommodate business needs and to assist Program Managers with reporting and analytics via SharePoint lists.
- Assist with the Group Health transition to Kaiser Permanente (KP) brand properties (emails, domains, print and media resources, etc.).
February 2016 – January 2017
SharePoint SCA / Business Analyst T-Mobile (Consultant) Bellevue, WA
- Collaborate with IT Support teams to understand the business impacts regarding project releases, system updates, health statuses, and outages through SharePoint lists, dashboards, blogs, and reports.
- Communications and alerts for outages and maintenance notifications focused on the BI Community via System Health & Data Availability SharePoint Dashboards, Usage & Alerts SharePoint sites, and Blog sites available online, in reports, and viewable on various video monitors across offices throughout campus.
- Partnered with the data team and reported the current progress of the Data Center Infrastructure migration to Teradata.
- SharePoint SCA (Site Collection Administrator) and K2 Appit Developer.
- Responsible for team site/subsite creation, site access permissions, SharePoint support, and K2 Workflow development.
June 2012 – August 2015
Program Manager / Project Manager Solavei Inc. Bellevue, WA
- Participated in the kickoff and launch of the World's First Social E-commerce Company.
- Program Manager of Social Member Program and Member Support Manager, Execution of
Onboard/Outreach Programs and Member Marketing Events.
- Research, analysis, and resolution of complex member issues and concerns; Tier 3 escalations,
management of online community forums (Directly Community, Live Chats, and phone contact).
- Responsible for managing Executive (C-level) email alias, Voice of CEO.
- Facilitate service excellence training for vendor support teams and internal teams.
- Instrumental in developing and documenting the company’s services and program offerings.
- Set up, configured, and supported Android, iOS, and Windows GSM mobile devices.
- Resolution of complex GSM mobile challenges... IMEI, Network Operators & OSPs, MSISDN Porting,
APN, SMS/MMS, Edge, 2G, 3G, HSPA/HSPA+, LTE, Wi-Fi, and GSM protocols.
- Comprehension and understanding of GSM network, billing systems (Enabil), and tools (WCSM).
- Partnered with the Financial Fraud Team on the disputes and chargebacks of customer mobile bills.
- Administrator of Salesforce (SFDC) and RightNow CRM.
- LER (Law Enforcement Records) Support Lead managing CDR legal requests.
- Proficiency in Sitecore CMS and Jive Communication and Collaboration System.
- J.D. Power Insight Composer (Brand Analysis) and Google Analytics Administrator.
- Official Directly Mobile Expert (Directly.com Crowdsource Support Community).
- Preparation and analysis of Net Sentiment report, Support Center metrics, and CSR Case Audits.
- Compensation Program and Customer Revenue Training (Business Development, Sales & Marketing
Opportunity) VIP support.
March 2011 – March 2012
Business Analyst / Program Manager Microsoft NACS (Consultant) Issaquah, WA
- Assisted with developing a strategy for long-range staff forecasting.
- Provided ad-hoc reporting of staff forecasting and business optimization across the entire
organization and multiple lines of business.
- Coordinated and presented data analysis on business opportunities and success.
- Created deliverables to support quarterly forecasting and yearly budgeting needs.
- Analyzed trends in short-term volume fluctuation and extrapolated for long-range forecasts.
- Worked with the Release Management team to support agent tool launches.
- Appointed as Tools SME for all applicable projects.
- Managed the American Express for Canadian Currency project.
- Reviewed documentation (BRDs, Visio Flows, Functional Specs, and Technical Specs for our
Partners) to ensure accurate regional representation on agent tool processes are covered through to the final UAT.
- Managed regional Change Control Requests for new features or enhancements through Change
Management Services.
- Responsible for daily operational tasks (user administration, tool escalations, providing tool expertise, and setting up tools for new product launches or products at the end of the support lifecycle).
January 2010 – December 2012
Associate Producer / Project Manager Serius Films Seattle, WA
- Pre-production/post-production film work, including but not limited to interviewing and hiring of film cast and crew.
- In scope to include identifying location shoots, including pre-production interviews and hiring of design and fashion clothing professionals.
- Managed overall sound design process as stated in the Statement of Work (SOW).
- Ad-hoc post-production including the hiring of professional candidates for sound design, music composition, color correction, video, and audio editing.
- Manage overall post-production schedule.
- Collaborated with the Executive Producer to define project requirements, manage budgets, and
schedules, and identify process and requirement gaps.
- Managed and supported online properties on Facebook, YouTube, Withoutabox, and IMDB.
- Coordinate and manage the film submission process for film festivals.
- Brand definition perspective focusing on Marketing and Advertising efforts.
August 2008 – August 2009
Member Support Services Microsoft pubCenter-beta (Consultant) Redmond, WA
- Project managed and partnered with the Engineering team to understand the requirements for creating and managing the Microsoft pubCenter-beta support infrastructure.
- Collaborated with team stakeholders to develop issue escalation strategy, executed and transitioned from Engineering to a Tiered Support solution.
- Managed pubCenter-beta new customer acquisition process.
- Facilitated implementation of a team SharePoint site, enabling the pubCenter-beta team and stakeholders access to business and program data.
- Collaborated on the pubCenter-beta users guide, designed to educate users about the product.
- Contributed and managed resources for the internal Virtual Knowledge Base (VKB) consisting of support and troubleshooting resources.
- Participated in Marketing Strategy discussions to increase publisher activity and revenue.
- Engaged with the Publisher community as a leader and representing the Voice of the Customer
(VOC).
- Initiated new CSR onboarding and training documentation to increase program knowledge and
efficiency.
- Organized and managed pubCenter-beta focus groups to influence program development.
- Completed documentation and delivery of the pubCenter-beta User Survey, designed to inform
Microsoft on the efficacy and health of the program based on customer input.
- Participated in the planning process for Product Engineering feature requests.
- Collaborated with the Fraud team to define publisher rights and policies.
May 2007 – May 2008
Program Manager / Project Manager Microsoft Trustworthy Computing (Consultant) Redmond, WA
- Helped to evangelize, promote, provide, and secure the internet as a safe online experience by
focusing on Microsoft TrustWorthy vision to increase online trust and confidence when conducting
personal, social, and e-commerce-related activities.
- Supported and managed site updates for http://www.microsoft.com/safety. Engaged with security
stakeholders and creative vendors to refresh online content including website pages and
downloadable resources.
- Managed SharePoint and InfoWeb sites.
- Created and supported external SharePoint for the EWIP (Executive Women in Privacy) group.
- Partnered with vendor and project managed the annual offsite event hosted by the OTA (Online Trust Alliance). From vendor SOWs, travel and accommodations, the logistics, and final post-mortem wrap-up.
- Supported Fortune 500 companies specifically e-Commerce Brands leveraging the importance and
business value of implementing the Sender ID Framework solution.
- Brand Protection and prevention of fraud tactics when conducting e-commerce business.
- Collaborated with Creative Vendor Partner for frequent web page updates, including whitepapers, partner logos linked to resource pages, malware, and phishing applications.
- Coordinated cross-team collaboration on an all-up holistic view of security, public policy, governance, and regulation.
- Responsible for content repository management and assisted with the group’s monthly budget
reporting.
- Managed the monthly activity list of Fortune 500 organizations that have Sender ID and supported onboarding those who want to implement.
- Created Web trends and Web Analytics Reports for Trustworthy computing-supported websites.
September 2006 – January 2007
Content Specialist Microsoft Project/EPM (Consultant) Redmond, WA
- Organized and managed internal/external team’s MS Project sales portal.
- Reviewed and updated Project/EPM documents for field consumption.
- Maintained and managed field portal pages encompassing Desktop, EPM, Sales Readiness, and
Partner Readiness topics.
- Assisted Microsoft Project Partners with various project-related tools, services, and demos.
- Content and Arsenal Repository Asset Management SME.
February 2006 – June 2006
Project Manager Microsoft Small Business Marketing (Consultant) Redmond, WA
- Organized and managed internal/external team’s sales portal.
- Reviewed and updated documents for field consumption.
- Maintained and managed field portal pages encompassing Desktop, EPM, Sales & Readiness, and
Partner Readiness topics.
- Assisted Microsoft Project Partners with various project-related tools, services, and demos.
- Content and Arsenal Repository Asset Management expert.
August 2004 – September 2005
Telephone Opportunity Manager (TOM) Microsoft (Consultant) Redmond, WA
- Assisted with the successful transition of TOM (Telephone Opportunity Manager) partners to
Microsoft field managers.
- Engaged and introduced unmanaged partners into the new partner program framework and provided
Business Development strategies aimed at aligning potential field management opportunities.
- Liaison between Microsoft and Certified Partner Community.
- Advanced knowledge in the Microsoft SMS&P community and expertise in Microsoft Certified Partner Competencies.
- Initiated and developed various GTM campaigns, sales strategies, and resources to increase Sales & Marketing and Service revenues.
- Created and developed process and support documents aimed at ensuring a seamless transition in
the management of the partner community.
- Managed Microsoft Top Gold Certified/Certified Partners in SMS&P.
- Reported partner’s revenue to measure the success and impact on the area.
- Established and maintained partner achievement and successes via Siebel.
- Helped partners increase their Sales and Services revenue by having them participate in GTM
campaigns.
- Communicated with the Partner Account Managers (NY/NJ/CT Field Office) to conduct quarterly
pipeline revenue reviews and to further develop Certified Partners for field management
opportunities.
- Business Planning and Strategic Marketing planning.
- Organized and hosted monthly Office Live Meetings for partners discussing opportunities and
incentives.
- Provided partners with a single point of contact to solidify the relationship with Microsoft and its partners and to help navigate the many facets of the Microsoft Certified Partner Community.
- Completion of Microsoft Partner 101 Diploma.
October 2003 – August 2004
Telephone Partner Account Manager (TPAM) Microsoft (Consultant) Redmond, WA
- Helped Microsoft Certified Partners to increase their Sales & Marketing and Services revenue by taking part in GTM campaigns.
- Communicated with area PAMs to conduct quarterly pipeline revenue reviews and to further develop partners for field management opportunities.
- Business Planning and Strategic Marketing planning.
- Organized and hosted monthly Office Live Meetings for partners discussing opportunities and
incentives.
- Provided partners with a single point of contact to solidify the relationship between Microsoft and its partners and to help navigate the many facets of the Microsoft Certified Partner Community.
- Utilization of Microsoft Solution Selling Sales & Marketing Strategies.
August 2002 – September 2003
Corporate Account Executive Zones, Inc. Renton, WA
- Managed Creative Professional clients with their purchasing of computer hardware, software, and services in the SMB space.
- Proactively engaged and leveraged campaigns to provide positive ROI on IT purchases.
August 2002 – September 2003
B2B Agent / Research Coordinator KBtoys.com Denver, CO
- Supervised and managed top-priority customer issues.
- Managed Public relations correspondences with Executive Offices.
- Interviewed potential candidates for seasonal and permanent support positions.
- Collaborated with web content managers and warehouse managers to secure correct inventorymatched website offerings.
- Created processes to manage B2B accounts and services.
- Influenced decision-making with buyers on larger quantity, high revenue orders.
- Processed revenue reports to the Senior Management Team.
- Executed training on issue management techniques for new hires.
- Managed the pre-order buying cycle for Partner B2B Accounts.
- Worked with the Supply Chain management team to authorize Partner discounts for out-of-date, low demand, seasonal items at volume-discounted prices.
- Supervised the Customer Support group and assisted in creating and updating customer support
policies.
1997 – 1998 (part-time)
Internet Technical Support Tier 2 AT&T WorldNet Internet (part-time) Denver, CO
- Internet Support Representative for AT&T WorldNet Internet Service.
- Assisted members with the setup and maintenance of their AT&T WorldNet Internet service, including the setup and troubleshooting of partner hardware such as modems and configuring the Winsock and TCP/IP protocols.
- Troubleshoot, research, resolve or escalate accordingly, if more insight and research is needed.
1994 – 1995
Travel Agent Travel Agents International Durham, NC
- Assist customers with their travel plans… train, rail, auto, cruises, and safaris; we booked travel before internet travel companies.
1991 – 1993
American Airlines AAdvantage Program Customer Service Lead American Airlines Group Inc. Cary, NC
- Creation and support of flight and travel accommodations using AAdvantage frequent flyer miles.
- Team Lead supports meeting activities and ad-hoc projects (new hire onboarding, Partner updates, additional Partner and Program training, etc.)
EDUCATION
Amerinfo Software Training Center
2000 - 2001
Database / System Administration Introduction
The University of Colorado at Denver
1998 - 2001
Sociology / Philosophy
International Air and Hospitality Academy
1990 – 1991
Airline / Travel Industry Training
Moanalua High School
1985 - 1988
General Studies / Business
ADDITIONAL INFORMATION AND/OR REFERENCES AVAILABLE UPON REQUEST
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