Overview
Work History
Education
Certification
Timeline
Generic

Alysia Gonzales

Santa Clara,CA

Overview

10
10
years of professional experience
1
1
Certification

Work History

Vendor Manager, Vendor Operations

Meta
11.2020 - Current
  • Led cross functional programs working closely with Product Delivery, Technical Enablement, and Scaled Operations teams to programmatically onboarding 15+ vendors in 6 months strategically deliver and scale for the demand for GenAI Product Operations.
  • Designed and implemented scalable processes for GenAI Operations, including the development of GenAI Executive risk management reporting and to track and mitigate risks for GenAI launches and projects.
  • Managed end-to-end new vendor onboarding, ensuring compliance with technical and operational standards, privacy review, and security compliance in the dynamic GenAI operations model.
  • Led and collaborated with vendors and Engineering teams to identify tooling and operational pain points, troubleshoot tooling issues, develop cost benefit analysis to prioritize issues, gain commitment, and influence Engineering teams to implement solutions for Vendors and optimize GenAI and Vendor Operations.
  • Standardized change management best practices, including bug management and reporting processes to optimize operational efficiency.
  • Authored and provided daily and weekly project updates to executive stakeholders and cross-functional teams per project needs.
  • Utilized data analytics to monitor vendor performance, identify trends, and provide actionable insights for operational and process improvement.
  • Hands-on experience with GenAI/LLMs to enhance operational workflows and drive innovation in vendor operations.

Program Manager CX Digital Transformation

Pure Storage
08.2019 - 11.2020
  • Program managed the CX Digital Transformation organization’s project management and change management governance program to ensure on-time delivery of sprints, projects, and strategic initiatives.
  • Worked cross-functionally with organizations in CX Services to plan, prioritize, assign, update, influence, and deliver solutions per operational goals.
  • Managed daily project requests via Jira, allocated resources, and led bi-weekly sprints for all CX Services systems changes including change control, communication, quality management, and deployment.
  • Assisted teammates with the project management process including project planning, roadblocks, risk management, identifying solutions, and effective stakeholder communication process.
  • Managed and delivered multiple high impacting projects including developing a Salesforce Field Service Operating System for the Professional Services Order Management Team, dispatching system for our internal and contracted Implementation Engineers, case distribution prioritization for Technical Services, and continued development of the project intake process.

Technical Support Manager

Pure Storage
11.2018 - 08.2019
  • Led a group of in-office and remote Tier II Technical Support Engineers with focus on mentoring, career, project, performance management, and technical development.
  • Resolved escalations, sev-one outages, and worked cross functionally with Engineering to troubleshoot and identify root cause of technical issues and delivery of solutions for customers.
  • Managed daily operations and project implementation including intelligent case routing, aligning KPIs across locations and shifts, identifying and decreasing at risk case types, assisting with support readiness beta programs, assisting with the implementation of KCS to the entire organization, and developing standard operating procedures.

Senior Manager, Technical Support Product Specialist

Intermedia
03.2017 - 11.2018
  • Led a team of Technical Supervisors with the strategic intent of building a culture focused around quality through behavioral coaching, developed teams leadership skills through a supportive approach, and assisted with removing blockers encountered in day to day operations.
  • Managed operations for the Global Support Client Services team, including our partnered BPO support team.
  • Managed the relationship with the vendor outsourced support team after assisting with the implementation and launch of the our contracted BPO support team in Nicaragua.
  • Continued to ensure global team compliance with TSIA standards and maintained JD Power certification three years in a row.

Manager, Customer Service Operations

Intermedia
01.2016 - 03.2017
  • Led a team of 15 remote and in-office Tier 1 Support Agents as well as a team of eleven T2 Support Agents focusing on developing technical skills, quality, and career development.
  • Developed and implemented global support policies and procedures, global standardization of first contact resolution call flow, support SOP, and developed training modules used for the support T1, T2, and the Customer Service Billing team.
  • Assisted with development and implementation of the Support Selling Trusted Advisor Program, chat support, time in motion study, customer feedback “close the loop” process, and learning path training for new hires.
  • Assisted with TSIA certification audit, completed annual reviews for support agents, and conducted interviews for T1 and T2 candidates.

Education

Bachelors of Science - Family and Consumer Science, Human Nutrition & Food Science

New Mexico State University

Certification

  • Project Management Professional (PMP) Dec. 2020 - Dec. 2026, Credential ID 2900921
  • Microsoft Certified Solutions Associate MCSA Windows Server 2012, MCID 13465361

Timeline

Vendor Manager, Vendor Operations

Meta
11.2020 - Current

Program Manager CX Digital Transformation

Pure Storage
08.2019 - 11.2020

Technical Support Manager

Pure Storage
11.2018 - 08.2019

Senior Manager, Technical Support Product Specialist

Intermedia
03.2017 - 11.2018

Manager, Customer Service Operations

Intermedia
01.2016 - 03.2017

Bachelors of Science - Family and Consumer Science, Human Nutrition & Food Science

New Mexico State University

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Alysia Gonzales