Kristina Trevino
Hayward,CA
Summary
Operations leader with a proven track record of optimizing workflows and elevating customer experience. Skilled in driving cross-functional collaboration to improve efficiency, streamline processes, and increase satisfaction. Leverages automation and data-driven insights to deliver scalable solutions and strong results in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Intake Specialist
HR Healthcare
02.2026 - Current
- Collaborated with multidisciplinary teams to enhance patient experience and satisfaction.
- Managed patient intake processes to ensure accurate information collection.
- Placed sample orders through the CRM or vendor portals to streamline procurement processes.
- Proposed process improvements to management, supporting the implementation of efficiency measures.
Project Manager/Program Manager
AgentSync
09.2024 - 02.2025
- Ensured customer site readiness for go-live dates by assigning tasks and monitoring team progress.
- Confirmed task completion and adherence to deadlines through regular team check-ins.
- Delivered weekly reports to leadership, outlining project progress and confirming alignment with go-live schedule.
- Coordinated feedback sessions with point of contact to provide suggestions throughout project phases.
- Identified blockers and proposed remedies to mitigate potential impacts on project timelines.
Business Operations Manager, Net Zero Marketplace
Salesforce
09.2022 - 07.2024
- Established customer support operations for net zero marketplace, ensuring seamless service delivery for enterprise clients.
- Collaborated with product engineering and marketing to develop customer success strategies, driving 22% increase in vendor adoption of sustainability initiatives.
- Designed scalable support workflows, reducing processing time by 18% and enhancing resolution efficiency.
- Created performance dashboards to enhance visibility into key support metrics and operational trends, facilitating data-driven decision making.
- Aligned support operations with business objectives through cross-functional governance frameworks, fostering collaboration and strategic alignment.
Client Services Manager
Avellino Lab
10.2020 - 09.2022
- Led a high-volume customer support team managing complex escalations, enhancing service delivery quality.
- Reduced escalation volumes by 20% through process automation, training programs, and proactive issue resolution.
- Designed and implemented customer feedback loops, improving Net Promoter Score (NPS) by 12% and driving product enhancements.
- Drove technology transformation by leading the adoption of Salesforce CRM, increasing operational efficiency and data accuracy.
- Developed standardized SLA frameworks to ensure consistent response times and adherence to service levels.
Manager of Client Services
Vital Records Control
08.2014 - 10.2020
- Oversaw multi-site support operations, ensuring workflow management and regulatory compliance.
- Mentored and developed team of 10+ professionals through targeted coaching and performance management.
- Introduced predictive capacity planning to optimize resource allocation during peak demand periods.
- Implemented quality assurance programs aligned with industry standards to enhance service delivery.
- Boosted customer retention via proactive outreach and strategic upselling of complementary products, strengthening client relationships.
Skills
- Customer & Patient Experience Management
- Cross-functional leadership
- Customer and Patient Experience Management
- Data-Driven Decision Making & Analytics
- Operational Excellence & Continuous Improvement
- CRM Strategy & System Optimization
- Cross-Functional Team Leadership
- Strategic Stakeholder Engagement & Alignment
Timeline
Intake Specialist
HR Healthcare
02.2026 - Current
Project Manager/Program Manager
AgentSync
09.2024 - 02.2025
Business Operations Manager, Net Zero Marketplace
Salesforce
09.2022 - 07.2024
Client Services Manager
Avellino Lab
10.2020 - 09.2022
Manager of Client Services
Vital Records Control
08.2014 - 10.2020