Customer Success & Contact Center Operations Manager

Herminia Perez

Baltimore, MD 470-***-**** **********@*******.***

www.linkedin.com/in/herminia-perez-86a286a7

Professional Summary

Strategic and client-focused Solution Customer Success Manager with 12+ years of experience ensuring the successful adoption of enterprise technology solutions across HR, SaaS, and telecommunications industries. Proven track record in driving customer satisfaction, optimizing system usage, and aligning solutions to strategic business goals. Expertise in SAP SuccessFactors, data tools like Oracle OBIEE & SQL, and agile collaboration tools such as Asana and MS Project. Bilingual in English and Spanish.

Core Competencies

Customer Relationship Management • HR Technology (SuccessFactors, Oracle HCM) • SaaS Customer Success • Stakeholder Engagement • Solution Adoption • Strategic Account Management • Project Implementation • Data Analysis & Reporting • Cross-Functional Team Collaboration • Process Improvement

Technical Skills

SAP SuccessFactors HCM • Oracle OBIEE • SQL • Asana • MS Project • SharePoint • Microsoft Office Suite • Gainsight/Totango

Education & Certifications

B.A. in Business Management (in progress – Western Governors University)

Master Certificate – Project Management

Applied and Advanced Strategic Project Management Practices

Six Sigma Greenbelt – VMEdu Inc.

Professional Experience

Renaissance Equity – Amerinat (Contract)

Manager – Mortgage Servicing Call Center

Sept. 2025 - Present

Spearheaded end-to-end operations of a high-volume mortgage servicing contact center, aligning service delivery, workforce strategy, and performance metrics with organizational goals.

Elevated customer experience outcomes by implementing data-driven coaching, enhanced QA frameworks, and call flow improvements that strengthened first-call resolution and reduced repeat contacts.

Drove measurable operational efficiencies by analyzing service level trends, handle time drivers, and borrower behavior, leading to streamlined workflows and improved productivity.

Strengthened regulatory and compliance posture by embedding audit-ready practices, reinforcing servicing guidelines, and partnering with risk teams to minimize exposure and escalations.

Transformed team performance through leadership development, succession planning, and structured performance management, increasing engagement, accountability, and retention.

Led cross-functional initiatives with loss mitigation, escrow, collections, and servicing operations to remove process bottlenecks and enhance borrower support during complex servicing events.

Leveraged reporting dashboards and executive analytics to influence decision-making, forecast staffing needs, and support strategic planning.

Championed technology enhancements, workforce optimization strategies, and automation initiatives that improved scalability and reduced operational friction.

Acted as senior escalation leader for high-risk borrower situations, balancing customer advocacy with business risk and compliance priorities.

Managed operational budgets, staffing models, and vendor resources to maximize performance while controlling cost-to-serve.

SAP America – Solution Customer Success Manager

Oct 2018 – Apr 2025

Built trusted relationships with HR stakeholders to align HCM features with business objectives.

Conducted onboarding, optimization workshops, and stakeholder reviews.

Served as liaison between customers and internal product/tech teams.

Utilized Oracle OBIEE and SQL for reporting and insight delivery.

Increased solution utilization by 30% through proactive success planning.

Maintained a 95% CSAT score and reduced support escalations by 40%.

Successfully supported HCM module rollout across 3+ enterprise clients.

Randstad Technologies – Associate Project Manager

Sept 2017 – Jul 2018

Defined project plans using MS Project; facilitated team communication and documentation.

Created status dashboards and performance reports for internal teams.

Delivered all milestones on time; improved team collaboration by 25%.

Increased process accuracy through new quality checklists and training.

Paradies Lagardère – Help Desk Technician

Jun 2017 – Sept 2017

Provided front-line technical support, resolving complex software/hardware issues quickly.

Trained clients on troubleshooting tools and supported new tech deployments.

Sage Solutions – Customer Support Analyst

Oct 2016 – Jun 2017

Delivered support via chat, email, phone, and social media to small-business clients.

Authored 50+ knowledge base articles and improved self-service issue resolution.

Verizon Telematics – Sr. Provisioning Analyst / Executive Escalation Lead

Apr 2013 – Jul 2016

Managed enterprise escalations and implemented SLA dashboards to track performance.

Analyzed executive-level client data and partnered with Finance and Quality to optimize resolution paths.

Bank of America – Customer Service Manager & Analyst Roles

Dec 2005 – Apr 2015

Led support teams, conducted policy training, and created escalation processes for customer issue resolution.

Spearheaded initiatives that improved SLA adherence and reduced complaints by 40%.

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