Araceli Salceda
Summary
Results-driven professional with proven track record in operations management. Extensive experience in guiding teams through major transitions. I am dedicated to driving organizational success through strategic leadership, process optimization and fostering collaborative work environments. Seeking a challenging role to apply my expertise in driving operations excellence and delivering impactful results.
Overview
17
17
years of professional experience
Work History
Sr. Operations Manager
Toyota Motor North America
Plano, TX
01.2021 - Current
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Monitored daily operations, identified areas for improvement, and created solutions to optimize workflow.
- Managed personnel including recruitment, training, scheduling, performance reviews and disciplinary actions.
- Analyzed data to identify trends in production output, customer satisfaction levels and labor costs.
- Collaborated with cross-functional teams to develop process improvements that increased productivity.
- Created reports on key performance indicators to track progress against objectives.
- Organized regular meetings with department heads to review ongoing projects and discuss new initiatives.
- Supervised, assisted and coached other operations managers.
Brand Engagement Center- Operations Manager
Toyota Motor North America
Plano, TX
07.2020 - 01.2021
- Pursue opportunities in telematics handling, email/chat, and social media that reduce customer effort and create process efficiencies.
- Build team cohesiveness by creating a culture that encourages change by adapting to changing customer needs.
- Promoting consistent team messaging that encourages the support of department initiatives.
- Identify process improvements that support organizational change in how representatives are performing their day to day work; AHT, ACW, QA.
- Collaborate with Strategy and Support to identify inefficiencies and devise action plans that support efficiencies.
Project Manager- CCT, Reporting and Analytics
Toyota Motor North America
Plano, TX
10.2019 - 07.2020
- Partnered with department leaders to create project scopes that were geared at accomplishing department goals and creating efficiencies.
- Managed workflow and personnel to achieve mile stone deadlines.
- Socialize recommendations to leaders to ensure alignment with organizational objectives.
- Updated project plans based on changing objectives, specifications and staff availability.
- Identified risks and dependencies and created a response strategy to prevent roadblocks.
- Presented a weekly report out to project team and senior leadership on progress of project.
- Created socialization and change management plan for impacted stakeholders.
Lexus Guest Experience Operations Manager
Toyota Motor North America
Plano, TX
07.2017 - 10.2019
- Acted as liaison between multiple departments to support operational productivity and ensure focus on the voice of the customer.
- Streamlined hiring process to attract customer focused talent that could grow throughout the company.
- Led performance management of employees, training, employee development, and employee engagement.
- Created and implemented an approval process for goodwill to ensure business appropriate decisions and proper oversight of finances, which resulted in budget savings.
- Developed policies and procedures to enforce consistency in contact handling.
- Created strategies and processes to fulfill internal audit requirements.
- Managed department operations in achieving department KPIs built towards increasing customer satisfaction and reducing inefficiencies.
- Reduced days to resolution for case managed cases from 7 days to 5 days.
- Created a process for Product Liability handling to ensure proper and timely reporting and handling of safety allegations.
- Oversaw relationship of roadside and call center vendor.
- Created a process for updating and implementing FAQs on Lexus.com to increase self-service and reduce contact center volume.
- Identified a need for better Case Management reporting, that led to the creation of a Tableau report the broke down volume by area and dealer.
Lexus Customer Experience Operations Supervisor
Toyota Motor Sales
Torrance, CA
04.2008 - 06.2017
- Performance managed and coached employees towards meeting department KPIs.
- Complete 40-50 monthly call/case evaluations to identify performance needs and training opportunities.
- Increase cohesiveness with area and dealership personnel to ensure timely and proper customer case resolution.
- Train, coach, and mentor staff to ensure smooth adoption of guest handling and department processes.
- Identify areas of growth potential, development, and improvement that will elevate the guest experience.
- Resolve escalated customer issues quickly to uphold strong customer relations.
- Address high visibility customer escalations on behalf of the Toyota and Lexus executive staff.
Education
Bachelor of Science - Business Administration
CAL STATE DOMINGUEZ HILLS
2010
Associates Degree - Liberal Arts
LOS ANGELES HARBOR COLLEGE
2004
Skills
- Process Change & Implementation
- Process improvement strategies
- Business and Operations Management
- Staff Management
- Business Planning
- Procedure Optimization
- Organizational Structuring
- Systems Implementation
- Performance Improvements
- Business Leadership
- Employee Relations
Accomplishments
- Led the successful merger of two contact centers, orchestrating a cultural transformation.
- Played a pivotal role in aligning teams during merger, contributing to enhanced workplace cohesion.
- Led in the seamless transition of contact center techonology by successfully implementing a new Customer Relationship Management (CRM) system and Contact Center as a Service (CCaSS).
- Implemented success metrics to enhance Key Performance Indicators (KPIs).
Timeline
Sr. Operations Manager
Toyota Motor North America
01.2021 - Current
Brand Engagement Center- Operations Manager
Toyota Motor North America
07.2020 - 01.2021
Project Manager- CCT, Reporting and Analytics
Toyota Motor North America
10.2019 - 07.2020
Lexus Guest Experience Operations Manager
Toyota Motor North America
07.2017 - 10.2019
Lexus Customer Experience Operations Supervisor
Toyota Motor Sales
04.2008 - 06.2017
Bachelor of Science - Business Administration
CAL STATE DOMINGUEZ HILLS
Associates Degree - Liberal Arts
LOS ANGELES HARBOR COLLEGE
Similar Profiles
Bradley FaulknerBradley Faulkner
District Manager at Toyota Motor North America (Central Atlantic Toyota)District Manager at Toyota Motor North America (Central Atlantic Toyota)
Edward GraciaEdward Gracia
Storage Leader at Toyota Motor North AmericaStorage Leader at Toyota Motor North America
Ugo I AnuniruUgo I Anuniru
NA at Toyota Motor North AmericaNA at Toyota Motor North America