Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Andrea Engelland

Edmond

Summary

Strategic and collaborative project management professional with 20+ years of experience leading enterprise-level initiatives, improving customer experiences, and delivering cross-functional solutions. Proven ability to drive operational excellence, build stakeholder alignment, and communicate effectively at all levels of the organization. Recognized for turning data into insight and insight into action.

Overview

23
23
years of professional experience

Work History

Implementation Manager

Vacasa
07.2023 - Current
  • - Lead high-performing implementation team; oversee multiple projects requiring resource alignment, timeline management, and stakeholder communication.
  • - Created Train-the-Trainer programs and onboarding initiatives to scale operations and improve team efficiency.
  • - Identified usability issues and partnered with developers to roll out enhancements, reducing friction in adoption of internal tools.
  • - Provide strategic input to cross-functional partners, balancing execution speed with quality and long-term impact.
  • - Designed a hands-on training program from the ground up, enhancing learner engagement and on-the-job application
  • - Established a comprehensive quality audit system incorporating closed-loop corrective actions to proactively identify and resolve process gaps

Customer Experience Consultant

Dell Technologies
03.2019 - 06.2023
  • - Led cross-functional initiatives to gather, analyze, and present VoC data across North American operations, directly informing product, service, and process improvements.
  • - Delivered executive-level presentations to align business units on strategic direction based on customer insights.
  • - Managed enterprise-wide customer experience improvement projects, including portal usability, performance reporting, and Closed Loop Corrective Action plans.
  • - Collaborated with IT, BI, and operational leaders to create scalable reporting infrastructure that improved decision-making speed and accuracy.

Customer Experience Advisor

Dell Technologies
02.2003 - 03.2019
  • - Oversaw global audit and training initiatives across North America and Latin America, aligning multiple stakeholders to new quality standards.
  • - Created call model training used across centers, resulting in measurable improvement in CSAT and reduced returns.
  • - Managed $5M+ vendor budgets and payment systems, coordinating with finance and operations teams to improve accountability and accuracy.
  • - Supported commercial and consumer lines through development of scalable coaching and QA systems.

Education

Bachelor of Business Administration (BBA) - Marketing

Fort Hays State University
Hays, KS

Skills

  • Enterprise Project Management
  • Executive Presentation & Communication
  • Stakeholder Influence & Collaboration
  • Process Optimization & Change Management
  • Data-Driven Decision Making
  • Voice of the Customer (VoC)
  • Cross-Functional Leadership
  • Microsoft Office (PowerPoint, Excel, Teams)
  • CRM & Reporting Tools (Salesforce, Excel, BI)
  • Exceptional communication

Websites

Timeline

Implementation Manager

Vacasa
07.2023 - Current

Customer Experience Consultant

Dell Technologies
03.2019 - 06.2023

Customer Experience Advisor

Dell Technologies
02.2003 - 03.2019

Bachelor of Business Administration (BBA) - Marketing

Fort Hays State University

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