Excel & VBA, 10 years experience
Cristina Saavedra
Global Strategy Manager
Summary
Growth-oriented general manager with over 10 years in insurance and consumer technology, known for managing billion-dollar relationships. Demonstrated expertise includes business development, operations management, and achieving aggressive revenue and margin targets, alongside strategic product roadmapping. I have a large appetite for leverage data to enhance customer experiences and drive growth, and I am skilled in negotiating and influencing executive leadership.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
AppleCare Ecosystem Strategy, Global Manager
Apple
2021.11 - Current
- Lead growth strategy lead for AppleCare in the US and Brazil by identifying and developing new routes-to-market
- Navigate complex regulatory environments in various countries by conducting thorough due diligence on local requirements.
- End-to-end responsibility of increasing global market share by leading RTM ideation, strategy and pipeline development, pitch and ultimately deal negotiation.
Director of Business Operations
SquareTrade
2020.01 - 2021.11
- Develop and monitor customer experience metrics and extract customer insights for each component of service delivery.
- Build and maintain a business intelligence product/system for monitoring service delivery, identifying customer experience problems and preventing operational failures.
- Work cross-functionally with the Supply Chain, Product and Business Development teams to solve customer problems, drive product launches and scale operations.
- Manage relationships of top-tier revenue accounts and play a key part sourcing and pitching new business and products.
- Chief responsibility is developing staying on top of cost, cx, and revenue metrics and keeping executive leadership updated on service delivery performance, both through regular periodic business updates as well as ad hoc updates as needed when issues arise.
- Build and grow an Internal Tooling and Automation Team.
Director, Customer Experience Optimization
SquareTrade
2019.01 - 2019.12
- Build and manage a Global Customer Data & Strategy program to map the customer journey and manage customer insights.
- Increased NPS by 10 points within 6 months through survey workflow mapping, workflow improvements and survey experimentation (A/B, Diff-in-Diff).
- Work cross functionally with Supply Chain and Finance Analytics on managing P&L outcomes and cost structure.
- Lowered overall claims cost by 5% within 1 year by building a financial controls system for global Contact Center teams.
- Develop and maintain a Customer Data Handbook. Promote analytical rigor and data management best practices across the Operations org.
Sr. Manager, Customer Experience Optimization
SquareTrade
2015.08 - 2018.12
- Built and scaled a Corporate Resolutions Program that serves as the main point of contact for on-boarding and continued issue management of top revenue customers.
- Responsible for relationship management of customers worth $350M+ revenue.
- Managed top-revenue customer escalation rate from 4% down to below 0.2% today - escalations to service events (claims).
- Built and developed remote white glove teams to handle executive level escalations.
- Collaborated with Business Development team in pitching new business and in the relationship management and growth of existing business (B2B).
Manager, Process Improvement
SquareTrade
2014.03 - 2015.07
- Built a global omnichannel (phone + chat) escalation program from the ground up. Scaled from 0 to 100+ headcount.
- Lead the relaunch of our CX Knowledge Base.
- Scaled our knowledge base from ~200 to 2500+ articles.
- Implemented a thumb up/down voting system to assess article helpfulness.
- Created a Knowledge Base dashboard to track article views, helpfulness, users, session duration, entrances.
- Created an Operations Process Handbook to house all operations and customer experience processes. Both system and human driven processes.
Various Specialist Roles
SquareTrade
2013.08 - 2014.02
Lead, Community Outreach
Barbary Coast Consulting
2012.08 - 2013.07
Online Reporter, Immigration Issues
Examiner.com
2010.10 - 2012.06
Education
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UC Irvine, English
2006.09 - 2008.06
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Goldenwest College
2004.09 - 2006.06
Skills
Growth Strategy
Business Development
Relationship building and management
Client Service
Operations Management
Building High-Impact Teams
Tooling & Automation
Data & Analytics
Software
SQL, 6 years experience
Google Apps Script (js), 5 years experience
Google Data Studio, 4 years experience
Python, 3 years experience
Tableau, 2 years experience
Timeline
AppleCare Ecosystem Strategy, Global Manager
Apple
2021.11 - Current
Director of Business Operations
SquareTrade
2020.01 - 2021.11
Director, Customer Experience Optimization
SquareTrade
2019.01 - 2019.12
Sr. Manager, Customer Experience Optimization
SquareTrade
2015.08 - 2018.12
Manager, Process Improvement
SquareTrade
2014.03 - 2015.07
Various Specialist Roles
SquareTrade
2013.08 - 2014.02
Lead, Community Outreach
Barbary Coast Consulting
2012.08 - 2013.07
Online Reporter, Immigration Issues
Examiner.com
2010.10 - 2012.06
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UC Irvine, English
2006.09 - 2008.06
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Goldenwest College
2004.09 - 2006.06