Aurelio S. Mendoza
San Jose,CA
Summary
Experienced Client Services/Ops/Recruiting manager with over 10 years of experience in technology. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Client Development Manager
Adecco
Sunnyvale, CA
04.2022 - Current
- Created marketing program via facebook, textus & job fairs to generate interest in onsite job opportunities with Bloom Energy.
- Managed Onsite program for Bloom Energy manufacturing and specialty programs 95+ associates.
- Streamlined recruiting process which decreased onboarding by time by 1 day and improved associate retention by 22%.
- Created SOP for sub vendor payroll disputes which reduced mispayments to associates.
- Managed onsite team to reduce SLA's for client issues and payroll resolutions.
- Increased overall onsite FTE foot print by 39 associates.
- Managed new hire orientations, onboarding and associate performance management.
- Performed I9 verifications, background checks and interview scheduling.
Branch Manager II
ExamOne, A Quest Diagnostics
Santa Clara, CA
04.2021 - 04.2022
- Boosted branch profit margin by developing and deepening customer loyalty through reducing order turn around time, mobile examiner response time and error rate reduction.
- Recruited and trained Mobile Phlebotomist (CPT) throughout northern California.
- Responsible for weekly payroll, expense approval & protocol and branch operating budget (32% PM).
- Managed and developed 82 Mobile Phlebotomist to adhere to Examone company standards and paramedical safety standards.
- Assisted in-house staff with making calls to applicants and clients to set medical appointments.
- Oversaw staff to ensure compliance with all HIPPA protocols and standards while engaging clients and applicants.
- Managed client and applicant escalations to ensure client and customer loyalty.
- Reduced Branch error rate 15% to 12.3 % by implementing 2nd level QA process.
Sales Operations Manager
Clear
San Jose, Ca
11.2019 - 04.2021
- Supervised 27 employees to ensure optimal productivity to drive new monthly enrollments and member satisfaction via NPS.
- Responsible for team training and launching of new company initiatives.
- Created daily operational strategies including team workflows, NPS strategy & Transportation Security Administration (TSA) engagement.
- Achieved and surpassed Clear Happiness (enrollments) targets by 15% YOY through effective staff management, task allocation and in the moment coaching.
- Responsible for payroll, scheduling, floor rotation and enrollment floor supervision.
- Maximized floor coverage while staying under labor budget
- Initiated refining procedures, defining best practices and eliminating potential security issues.
- Consistently achieved Clear enrollment targets on average of 105% to goal.
- Responsible for technical maintenance & troubleshooting of Clear enrollment pods. (hardware replacement & tablet updates)
- Consistently exceeded NPS goal by addressing member issues within 24 hrs and follow up with team members in regards to positive/negative feedback.
- Acted as the point of contact for the TSA and airport management in regards to escalations and operational optimizations.
Small Business Account Representative
T Mobile
Concord, CA
03.2015 - 11.2019
- Responsible for creating a B2B sales culture within local retail stores by coaching and mentoring staff in business sales process.
- Managed the day-to-day tactical and long-term strategic activities within retail district for SMB growth.
- Developed Salesforce quarterly training and reinforced best practices.
- Responsible for monthly training and ad hoc knowledge checks.
- Developed sales reports to drive proper sales behavior within retail stores that increase YOY B2B sales by 23%.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
Metro Recruiting Manager
Manpower
San Jose, CA
01.2012 - 05.2014
- Improved overall office placement & redeployment rates through strategic process improvements. (87%-89%)
- Reduced head count by 50% while increasing gross profit percentage by 7.2%
- Implemented full cycle recruiting strategy which improved YOY FTE head count for Google and HP.
- Created improved documentation process, time keeping and payroll auditing which improved the Net Promoter Score (NPS) with Stanford University.
- Directed and managed a team of 12 recruiters and onsite managers.
- Lead onsite teams with QBR's, personnel escalations, benefits issues and Manpower corporate polices.
- Improved NPS scores through increased weekly communication with client and internal process improvements which resulted in improved SLA turnaround times.
- Managed a portfolio of 9 accounts, which generated $33.4 million in revenue in 2013.
Senior Manager of Client Success
Coupons.com
Mountain View, CA
04.2008 - 11.2011
- Analyzed SaaS metrics and implemented departmental process improvements that lead to an increase in efficiency by 27%. (campaign start date vs actual launch date)
- Developed and managed QA process which reduced post launch error rate by 12%.
- Increased employee satisfaction through employee led team meetings, bi-monthly one on one's and employee of the month program.
- Standardized and documented employee training that reduced ramp up time from 9 weeks to 4 weeks.
- Re-engineered account manager role into 3 separate roles using RACI matrix to improve department efficiency.
- Recruited and trained account manager employees and provided evaluations with feedback to cultivate a high performing team.
- Assessed monthly reports to review client activity and identify opportunities to increase average SOW performance to 117% of prints.
Education
Bachelor of Arts - Political Science
San Jose State University
San Jose, CASkills
- SaaS Orientation
- Strong Presentation Skills
- Project Management
- Front line Technical Support
- Fortune 500 Partner Experience
- Consultative Selling
- National Account Management
- Bilingual (English/Spanish)
- Salesforce Management
- Six Sigma Green Belt Certified
- Staff Training and Development
- Hiring and recruitment
- System implementation
Certification
- Six Sigma Green Belt, Villanova University
Timeline
Client Development Manager
Adecco
04.2022 - Current
Branch Manager II
ExamOne, A Quest Diagnostics
04.2021 - 04.2022
Sales Operations Manager
Clear
11.2019 - 04.2021
Small Business Account Representative
T Mobile
03.2015 - 11.2019
Metro Recruiting Manager
Manpower
01.2012 - 05.2014
Senior Manager of Client Success
Coupons.com
04.2008 - 11.2011
Bachelor of Arts - Political Science
San Jose State University