Customer Experience Real Estate

Rachel Renteria...

214-***-**** • Dallas-Fort Worth, TX • **************@*****.*** • www.linkedin.com/in/rachel-g-renteria Operations Leader accelerating improvements in top- and bottom-line business performance to drive sustainable growth. Brings the tenacity and mindset of an entrepreneur coupled with a high-impact blend of business, operational excellence, and technical acumen to the development and execution of strategy. Customer experience advocate and trusted advisor with a reputation for solving critical issues while keeping leaders informed; engages, communicates, and delivers high customer satisfaction, retention, and increased business. Excels at creating teams and workplace environments that lead to excellence in service and high performance.

Cross-Functional Collaboration: Vital to growing customer base 32% as member of cross-functional teams partnering with sales, providing stellar service, and supporting expansion of every Fortune 500 client’s network.

Customer Experience Optimization Relationship Management: Recognized with multiple Customer Service Awards during Lumen tenure. Regained trust and retained the at-risk Neiman Marcus account by solving Black Friday network outage impeding credit card processing and costing client millions in sales per hour.

Team Leadership, Training, and Development: Enhanced organizational capability in cloud-based solutions and helped position company for growth by quickly becoming a subject matter expert, and training colleagues and sales force on how to sell cloud platforms and on-delivery best practices.

Operations Management: Built a profitable real estate business, defining processes, hiring teams, and driving repeat business and referrals through excellence in service. Closed underperforming call centers and opened new ones for Bank of America, improving overall network performance. Leadership Strengths to Achieve Results and Drive Business Success

Strategy Development

Financial Operations

P&L Management

Resource Planning

Client Negotiations

Customer Retention Customer Satisfaction

Process Improvement Six Sigma Trained

KPI Development Data Analytics and Insights

Business Process Automation Tech Savvy

Talent Acquisition Coaching Mentoring

Entrepreneurial Spirt

Strategic Business Partnering

Problem Resolution

Risk Mitigation

Career Experience Facilitating Growth and Building High-Performing Teams ANCHOR HOME GROUP, Parker, TX 2022 – 2024

OWNER AND PROJECT MANAGER

Oversaw day-to-day operations for real estate company, developing strategies for growth, customer acquisition, marketing, finance, (e.g., P&L, budgets, reporting, tax preparation), and service delivery. Assessed customer needs and served as advisor during sale/purchase processes. Provided leadership to team of six while guiding contractors.

Built business from the ground up, creating business plan, assessing market, securing contractor, and setting standards for property remodeling (e.g., materials, installations) and back-office processes.

Renovated and sold nine homes, increasing their value by up to 50%.

Orchestrated 12 renovation projects for distressed properties in older communities, improving living conditions for homeowners across multiple neighborhoods.

Promoted properties on social media platforms, including Facebook, Instagram, Twitter, and TikTok, writing high-impact content that led to all properties being sold within one month of market placement.

Established strong customer relationship, increasing satisfaction through stellar service and securing repeat business and referrals.

LUMEN TECHNOLOGIES, Frisco, TX 2013 – 2022

SENIOR OPERATIONS MANAGER (2018 – 2022)

Selected to manage day-to-day operations for a call center focused on solving and avoiding network outages. Led a global network team supporting 200+ Fortune 500 customers (up to 22 direct reports and 200+ field operations techs) for the telecommunications company. Primary customer liaison handling high-priority incidents, interacting with leadership teams, keeping stakeholders informed, and minimizing impacts during critical outages.

Guided the successful deployment of cloud infrastructure and large-scale initiatives, ensuring alignment with Service- Level Agreements (SLAs), and driving high customer satisfaction and loyalty. OPTIMIZING BUSINESS PERFORMANCE THROUGH

STRATEGY AND OPERATIONAL EXCELLENCE

Rachel Renteria Page 2

Built team/organizational capability through effective hiring, performance management, coaching, and training on digital transformation strategies and how to deliver cloud services to private and public sector clients.

Mitigated risk by ensuring network stability for government and municipalities providing vital services (e.g., hospitals), utilizing analytics to drive improvements and ensuring compliance with regulatory requirements.

Identified opportunities to optimize network while enhancing security, scalability, and performance through implementation of cloud-based solutions. Initiatives included infrastructure expansion for vital 911 network in rapidly growing remote areas.

Partnered with sales team to enhance customer network architectures through cloud innovations, win new business, and meet installation deadlines.

SENIOR SERVICE MANAGER POST SALES ENGINEER, CenturyLink (2013 – 2018) Recruited by CenturyLink (rebranded as Lumen in 2020) to manage network for large Fortune 500 companies. Served as customer experience advocate to C-suite and other senior leaders, analyzing needs, defining optimal solutions, and resolving escalated issues.

Relationship manager to high-value Fortune 500 accounts, including PepsiCo, Neiman Marcus, and Lenox, proposing tailored, cloud-based solutions to address evolving needs and ensuring ongoing network operations.

Realized month-to-month improvements in client-specific metrics that included number of tickets, outages, and time to resolution. At times, utilized relationships with local carriers to resolve issues and quickly restore service.

Instrumental to company transition to cloud-based service delivery, hiring top engineering talent, leveraging analytics to identify interested clients, and optimizing workflows to drive operational excellence.

Partnered cross-functionally on initiatives supporting new cloud services models, including a matrix tool that helped sales force understand, select, and sell the service platform that best met client’s specific needs.

Led development of metrics (data analytics) that drove strategic decisions for clients interested in transitioning from traditional to cloud-based operations.

Played a key role in improving customer satisfaction ratings through proactive support, effective problem resolution, and a focus on continuous service improvements.

BANK OF AMERICA 2010 – 2013

SENIOR SERVICE MANAGER

Hired by the financial services company as Operations Services Manager to oversee and improve the performance of 42 recently acquired call centers and promoted within one year. Directed and coached team of 17 involved in day-to-day network management and ensuring uninterrupted call center operations.

Rapidly became the go-to leader resolving call center problems (e.g., people, system, performance), reporting status to C-suite leaders, and implementing short- and long-term solutions that optimized the network.

Rationalized call centers, leveraging analytics to identify operations not meeting target metrics, eliminating redundancies by closing sites, and improving overall network performance.

Oversaw the opening of multiple new call centers during tenure, building teams and expanding across markets.

Achieved significant improvements in call center metrics through training, call monitoring, and tracking of key indicators

(e.g., number of calls, response time, rerouting). Additional Experience: MCI (acquired by Verizon): Promoted to Call Center Manager within five months of hire. Career Progression – Network Operations Manager; Network Operations Supervisor; Call Center Manager Education and Professional Qualifications

AAB, Business Administration, International Business College, El Paso, TX Certifications: Lean Six Sigma, Cisco Certified Network Associate – CCNA Languages: Bilingual in English and Spanish

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