Carrie Galvan
Carrollton,TX
Summary
Dynamic program, strategy, and operations leader with over 18 years of progressive experience in program management, customer experience, operational excellence, and service delivery within a global technology organization. Expertise in designing and implementing scalable programs that enhance operational performance and drive measurable business outcomes, along with a strong track record in managing strategic vendor partnerships. Proven ability to lead cross-functional initiatives, oversee multi-million dollar program budgets, and develop robust operational governance frameworks while ensuring workforce readiness through effective onboarding and training. Committed to fostering collaborative work environments that prioritize continuous improvement, leveraging performance analytics and process optimization to achieve strategic goals.
Overview
2
2
Languages
19
19
years of professional experience
Work History
Manager – Community Strategy & Operations
SAMSUNG ELECTRONICS AMERICA
Plano, TX
01.2017 - 06.2026
- Directed strategy and operations for a large-scale digital customer engagement and support program, overseeing program execution, service delivery, vendor performance, operational governance, and continuous improvement.
- Led 3–5 direct reports and coordinated cross-functional initiatives across Customer Care, Marketing, Product, Engineering, Finance, Legal, and external vendor teams.
- Designed and implemented operational programs, governance frameworks, SOPs, onboarding processes, training plans, and readiness standards to support scalable service delivery and consistent execution.
- Managed annual program budgets exceeding $1 million, including financial planning, forecasting, vendor expenses, resource allocation, and monthly performance reviews.
- Directed vendor transitions and workforce readiness initiatives, coordinating staffing plans, onboarding, training, quality assurance, performance expectations, and operational stabilization.
- Established KPI frameworks, QA scorecards, performance dashboards, and executive reporting to monitor service quality, operational effectiveness, program risks, and improvement opportunities.
- Led strategic initiatives involving customer self-service, AI-focused knowledge management, content optimization, and operational process improvements to enhance customer experience and service efficiency.
- Managed operational readiness for major product launches and strategic initiatives, aligning stakeholders, staffing, training, workflows, escalation procedures, and business requirements.
Digital Customer Care & Social Support – Program Leader
SAMSUNG ELECTRONICS AMERICA
Plano, TX
09.2015 - 08.2021
- Led customer experience strategy and operational improvements across digital support channels, managing 3–5 direct reports and partnering with internal teams and external service providers.
- Designed and optimized customer support journeys, workflows, and operational processes across chat, social media, e-commerce, product repair, returns, and escalations.
- Analyzed customer feedback, contact drivers, service trends, and operational performance to identify root causes and implement scalable improvements.
- Developed standardized operating procedures, training resources, escalation frameworks, and implementation plans to strengthen service delivery and operational consistency.
- Partnered with Operations, QA, Training, Product, Engineering, and vendor leadership to implement customer experience improvements and support operational readiness.
- Concurrent program leadership responsibilities beginning in 2017
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Digital & Voice Strategic Coordinator
SAMSUNG ELECTRONICS AMERICA
Plano, TX
08.2014 - 09.2015
- Evaluated customer support operations across voice, chat, and social channels to identify service gaps, process inefficiencies, and improvement opportunities.
- Delivered measurable improvements of 10% in quality assurance performance, 15% in customer satisfaction (CSAT), and 15% in first-contact resolution (FCR) through targeted operational initiatives.
- Standardized workflows, operating guidelines, and performance improvement processes across customer support channels.
- Collaborated with Operations, Quality, Training, and vendor teams to implement process improvements and strengthen service delivery.
- Coordinated cross-functional schedules, priorities, and follow-up actions to keep operations aligned.
- Managed routine correspondence, records, and documentation with strong attention to accuracy.
Quality Assurance Analyst – Mobile
SAMSUNG ELECTRONICS AMERICA
Plano, TX
01.2008 - 08.2014
- Established and managed the quality assurance program supporting Level 1, Level 2, and Level 3 customer care across voice, chat, and social channels.
- Designed QA evaluation frameworks, performance scorecards, certification programs, and reporting processes to standardize quality measurement.
- Developed agent training, coaching, and performance improvement programs, including structured 30-, 60-, and 90-day development plans.
- Analyzed quality trends and operational performance to identify recurring issues, implement corrective actions, and improve customer support effectiveness.
- Developed test cases and execution plans to validate application functionality against business requirements.
- Led regression testing efforts to identify defects and protect release quality.
Level 3 Technical Support Technician – Mobile
SAMSUNG ELECTRONICS AMERICA
Plano, TX
01.2007 - 12.2007
- Provided advanced technical support for complex mobile-device issues, escalated customer concerns, and high-impact service situations.
- Supported frontline teams through technical guidance, troubleshooting documentation, and standardized resolution procedures.
- Diagnosed hardware, software, and network issues to restore user productivity quickly.
- Resolved support tickets through remote troubleshooting and clear customer communication.
Education
No Degree - Business Administration
Texas Tech University
Lubbock, TXSkills
- Strategic Planning & Execution
- Program & Operations Management
- Data Analysis & Decision-Making
- Process Improvement & Operational Efficiency
- Team Leadership & Development
- Performance Management & Coaching
- Cross-Functional Collaboration & Communication
- Problem-Solving & Conflict Resolution
- Project Prioritization & Resource Management
- Customer Experience & Support Operations
Languages
English
Spanish
Timeline
Manager – Community Strategy & Operations
SAMSUNG ELECTRONICS AMERICA
01.2017 - 06.2026
Digital Customer Care & Social Support – Program Leader
SAMSUNG ELECTRONICS AMERICA
09.2015 - 08.2021
Digital & Voice Strategic Coordinator
SAMSUNG ELECTRONICS AMERICA
08.2014 - 09.2015
Quality Assurance Analyst – Mobile
SAMSUNG ELECTRONICS AMERICA
01.2008 - 08.2014
Level 3 Technical Support Technician – Mobile
SAMSUNG ELECTRONICS AMERICA
01.2007 - 12.2007
No Degree - Business Administration
Texas Tech University
Personal Information
Title: Program Strategy & Operations Leader