Manda Macias
Florissant,MO
Summary
To obtain a challenging and rewarding position that allows me to apply my strong organizational and implementation skills, focusing on delivering results against all long-term commitments to customers and stake-holders while contributing to the continued growth and success of the organization.
Overview
11
11
years of professional experience
Work History
Manager, Data Operations Support
Telus Agriculture & Consumer Goods
02.2023 - Current
- Act as the primary client liaison , and as the client advocate with internal stakeholders
- Identify performance and process improvements, and document best practices/SOPs to enhance customer experience and improve issue resolution efficiency
- Oversee and direct daily workflow of the global team to align resources and ensure that key deadlines are met
- Identify new approaches to resolve complex business challenges.
- Perform resource and capacity planning.
- Ability to recognize needs, provide recommended solutions and drive towards an implementation that allows for scale.
- Analyze operational metrics to identify areas of opportunity that will provide growth, scale, and move towards optimization and automation.
- Drive the business requirements of process improvements to support the operational strategy that achieve results for the organization in alignment with the brand, customer experience and business objectives.
- Lead the Salesforce account relationship between operations and development to ensure the CRM is utilized to the full capacity of available features and identify integrations or enhancements that support the customer journey.
- Ensure all client SLA’s are clearly defined and achieved with timely communication and issue resolution.
- Recruit, onboard, train, coach and develop team members
Lead Customer Experience & Engagement Analyst
Mastercard
01.2019 - 02.2023
- Train organization on new implementations and business processes to drive change management and increase user adoption of new features.
- Develop process improvement recommendations based on customer and business data.
- Review end-to-end daily operational processes to identify areas of opportunities for automation or to increase operational efficiency.
- Create business process maps for the B2B customer journey.
- Analyze program data to assess trends and communicate weekly/monthly to product and development teams.
- Lead organizational meetings with key stakeholders to provide operational data, process updates and enhancement recommendations.
- Product subject matter expert that coaches and trains peers with the focus on reaching department goals.
- Provide global technical support to financial institutions and companies that utilize the Mastercard digital product offerings.
- Drive self-service customer journey by analyzing customer inquiries and identifying product enhancements.
- Collaborate weekly with product managers to represent the voice of the customer
- Create and maintain the knowledge base of documentation for current products, processes and procedures
- Investigate customer inquiries with our suite of tools and applications
- Own relationship with a key technical customer focused on understanding the customers’ strategic vision and assessing the Mastercard product portfolio to make recommendations that support the customer direction.
Technical Product Specialist
The Climate Corporation
01.2016 - 01.2019
- Provide superior tier 1 and tier 2 response, acknowledgement and routing/resolution for customers requiring assistance with products across the Climate FieldView platform.
- Field Calls/Live Chats/Emails from growers, dealers and internal employees on technical issues. Including installation, in-field operation, and in-field breakdowns.
- Promptly provide a known resolution to the customer or enlist the assistance of product teams or engineers as appropriate, following-up with the impacted customer(s) to ensure the resolution was within Climate SLA standards, meeting and exceeding business
- Provide feedback to supervisor when trends become apparent in order to remedy repetitive problems and recommend proactive training and communication to minimize future reports of similar problems.
- Subject matter expert for key FieldView products, assist with quality assurance testing of new processes, functions and features then provide feedback to project teams.
- Development of external and internal documentation, training material, processes and procedures.
- Participate at regional and national trade shows.
- Collaborate with global team to implement standardized support systems and processes, focused on efforts currently in Brazil.
- One of four members of a Pilot Project for the new Customer Success Team at Climate, charged with designing the framework for the project. Created phone and email scripts, and implemented the workflow for this new team.
Affiliate Success Manager
DTN The Progressive Farmer
02.2014 - 01.2016
- Manage various aspects of the Affiliate Marketing program, working closely with internal business teams in a highly collaborative, cross-functional and fast-paced environment.
- Create best proactive communication programs and content for education.
- Use/manage the Affiliate CRM tool to design and deploy email marketing, webinars, white papers and knowledge center content.
- Develop strategy and execute plans to measurably grow affiliates’ business.
- Monitor affiliate activity, analyze performance, identify areas of improvement, and recommend ways to increase affiliate adoption.
- Troubleshoot technical questions and challenges.
- Work closely with dedicated account management team.
Sales Support Specialist
Hinduja Global Solutions, HGS
01.2013 - 02.2014
- Provide sales support for the Asgrow/DEKALB/Deltapine District Sales Managers on the Southeast Coastal team and the Regional District Sales Managers on the Wisconsin sales team.
- Administer and train sales teams on various marketing programs and Monsanto business practices.
- Provide customer service to dealers and retailers to assist with marketing programs, Monsanto systems, and marketing communications.
- Accountable for providing customized sales reports, error resolution, and data management on national and local program campaigns.
- Involved in supply management by transferring seed inventory between accounts.
Education
Bachelor of Science - Recreation Management, Spanish
Graceland University
Lamoni, IA05.2008
Skills
- Salesforce (CRM)
- Google Suite Experience
- Exceptional Time Management Skills
- Microsoft Suite Experience
- Product Analysis
- Strategic and Forward-thinking
- Proficient in Innovative Customer Relations
- Conflict Management
- Product Management
- Technical Implementation
- Process Improvement
- Strategic Planning
- Problem Solving
- Lean Six Sigma (Yellow Belt)
Awards
- 2022 Salesforce Certified Associate
- 2022 COPC Certified as a Customer Experience Performance Leader
- 2019: Mastercard GCC Go Beyond Award
- 2019 Lean Six Sigma (Yellow Belt)
- 2017: Corn Award Recipient: Leading through change
Timeline
Manager, Data Operations Support
Telus Agriculture & Consumer Goods
02.2023 - Current
Lead Customer Experience & Engagement Analyst
Mastercard
01.2019 - 02.2023
Technical Product Specialist
The Climate Corporation
01.2016 - 01.2019
Affiliate Success Manager
DTN The Progressive Farmer
02.2014 - 01.2016
Sales Support Specialist
Hinduja Global Solutions, HGS
01.2013 - 02.2014
Bachelor of Science - Recreation Management, Spanish
Graceland University
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