Customer Success Project Management

Esther Abatan

Houston, TX ***************@*****.*** 410-***-****

Professional Summary

Dynamic Operations and Administrative Leader with 7 plus years of progressive experience across higher education, corporate, and service industries. Currently serving as Executive Suite Services Administrator in the Office of the Chancellor/President at the University of Houston. Skilled at managing executive-level operations, complex scheduling, and high stakes stakeholder engagement. Proven ability to lead cross functional teams, optimize processes, and drive performance improvements through data driven insights. Adept in project management, customer success, compliance, and workforce development, with strong technical expertise in CRM platforms, Microsoft Office, and Warehouse Management Systems. Professional Experience

University of Houston – Office of the Chancellor/President Executive Suite Services Administrator

Houston, TX August 2025 – Present

- Manage daily operations and scheduling for the Office of the Chancellor/President, ensuring seamless execution of executive priorities and strategic initiatives.

- Coordinate high-level meetings, board sessions, and leadership events, balancing complex calendars and stakeholder needs.

- Oversee executive correspondence, briefing materials, and confidential documentation with discretion and accuracy.

- Partner with senior leaders, faculty, and staff to streamline communication and optimize administrative processes.

- Provide executive-level support that enhances organizational efficiency and strengthens relationships with internal and external stakeholders. Baltimore County Department of Corrections

Correctional Officer IV

Baltimore, MD May 2024 – January 2025

- Ensured safety and order in a correctional facility by supervising inmate activity and enforcing policy.

- Mitigated conflicts and responded to emergency situations with sound judgment and professionalism.

- Conducted security inspections and reported operational risks, supporting high-stakes decision- making.

Amazon Fulfillment Center – BWI2 & HBA2

Operations Leader / Process Assistant / Dock Clerk / Inbound & Outbound Specialist Baltimore, MD March 2020 – May 2024

- Directed daily operations in high-volume fulfillment centers, optimizing labor plans and team assignments to achieve peak efficiency.

- Ensured compliance with safety practices through regular observations, audits, and corrective actions.

- Designed and facilitated onboarding and training programs for associates and Area Managers.

- Led process improvement initiatives, reducing errors and increasing throughput.

- Conducted daily huddles focused on safety, volume, and performance metrics.

- Acted as Manager-on-Duty, overseeing customer escalations, safety management, and shift operations.

- Collaborated with cross-functional teams (TOM, Yard, HR) to resolve operational bottlenecks and balance labor needs.

- Monitored workflow performance using Warehouse Management Systems and Microsoft Office tools; generated reports to guide decision-making. Quantum Leap Incorporated

House Manager

Owings Mills, MD June 2018 – August 2022

- Oversaw 24/7 operations of a group home, ensuring compliance with regulatory standards and individualized care plans.

- Supervised and coached a team of 10+, promoting professional growth and engagement.

- Coordinated schedules, managed budgets, and facilitated effective communication with families and staff.

Morgan State University – History & Geography Department Administrative Assistant

Baltimore, MD August 2018 – May 2021

- Supported academic office functions including scheduling, communications, and document preparation.

- Maintained student records and departmental data in compliance with university policies. Skills & Expertise

Operations Management & Leadership, Cross-functional Team Collaboration, Executive & Administrative Support, Labor Planning & Resource Allocation, KPI Monitoring & SLA Achievement, Warehouse & Distribution Optimization, Root Cause Analysis & Continuous Improvement, Safety & Compliance Leadership, Training & Development, CRM Systems

(Salesforce, HubSpot), Microsoft Office Suite (Excel, Outlook, Word), Lean Six Sigma Practices.

Education & Certifications

Bachelor of Science in Political Science & Psychology Morgan State University – Baltimore, MD

Certifications:

- Project Management Professional (PMP) - AWS Certified Cloud Practitioner - Certified Scrum Master (CSM) - Certified Medication Technician (CMT)

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