Idalia Yorba

Strategic Customer Success & Operations Manager with a proven record of leading enterprise client engagements, optimizing workflows, and driving measurable improvements in KPIs, compliance, and retention. Skilled in onboarding process management, financial operations oversight, and fraud prevention, with expertise in SaaS scalability, automation, and risk mitigation strategies. Adept at stakeholder relationship management and cross-functional team leadership, partnering with product, engineering, sales, and treasury teams to deliver operational excellence. Experienced in leveraging Salesforce Cloud, Looker, Power BI, and Excel to produce performance dashboards, reconcile financial data, and enhance treasury operations. Recognized for innovation in fast-paced startup environments, procedural guide development, and compliance management implementation, with bilingual communication skills and demonstrated bachelor’s degree equivalency through certifications and progressive leadership roles.

Diligent [Desired Position] with proven ability to manage customer care operations effectively. Successfully led initiatives to improve customer satisfaction and streamline processes. Demonstrated expertise in conflict resolution and team leadership.

1. Leading Large Teams & Driving Organizational Impact

• Directly supported 100 agents and 5 supervisors, while providing indirect guidance to 40 supervisors and 400 agents, serving over 100,000 customers annually at Best Buy Health.
• Managed multi-state teams supporting 100,000+ annual customer interactions and oversaw deployment and monitoring of 9,200 health devices for B2B accounts.
• Supervised teams of up to 40 agents managing 500,000+ annual calls and directory assistance teams handling 10,000+ monthly calls.

2. Measurable Performance Improvements

• Reduced customer wait times by 25% and increased satisfaction scores through change management initiatives.
• Accelerated team ramp-up by 30% and increased productivity by 25% by optimizing onboarding, workflow, and coaching.
• Reduced call escalations by 18%, errors by 25%, and operational costs by 20% through effective issue resolution and streamlined resource planning.
• Enhanced customer retention by 25%, cut churn by 20%, and generated $150K in annual revenue by designing and leading targeted retention and loyalty initiatives.

3. Revenue & Growth Contributions

• Preserved $500K in annual revenue by developing self-service platforms and integrating client feedback.
• Generated $200K in annual revenue through improved escalation and incident management.
• Supported upsell and cross-sell initiatives by proactively identifying commercial growth opportunities.

4. Operational Excellence & Innovation

• Achieved a consistent 100% audit pass rate and improved compliance through robust audit processes.
• Led a time and motion study, created a pivot analysis, and eliminated a queue, significantly enhancing service delivery and operational performance.
• Launched new programs that improved facility satisfaction by 20% and ensured a 98% on-time response rate using ticketing platforms.

5. Cross-Functional Leadership & Stakeholder Engagement

• Led strategic client engagements, analyzed performance metrics, and proposed data-driven success plans to improve satisfaction and business outcomes.
• Managed cross-functional projects and stakeholder communications, ensuring deliverables remained on track and client goals were met.
• Facilitated high-impact meetings with legal and corporate clients, consulting on best practices, RFP management, and process optimization.