Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Volunteer
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Marcela Vela

Marcela Vela

Austin,TX

Summary

Operations and Project Implementation Lead with years of experience in customer service, team building, process management and improvement, vendor operations, onboarding, and implementation.


Passionate about building successful relationships with clients, focused on implementing goals and objectives, improving customer satisfaction, and problem solving skills.

Overview

7
7
years of professional experience

Work History

Operations Lead

Accenture LLP
04.2023 - Current
  • Independently drive conversations to support the end to end implementation across various product areas within Google with a vendor population of more than 70,000.
  • Lead pre-implementation and discovery phases to learn about an organization's vendor governance, organizational structure, forecasting, core work, and new client scope of services for a seamless integration for the vendor management program.
  • Help meet changing demands by recommending operational strategies to improve OKRs.
  • Work in close collaboration with cross functional partners to lead or coordinate key projects relating to Workforce operations.
  • Create standard operating procedures for efficiency and increased productivity, while working on centralizing processes for hand off.

Workforce Operations Subject Matter Expert

Accenture LLP
04.2022 - 04.2023
  • Supervise a team of 40 client operations specialists across three different regions.
  • Research and solve questions on end-to-end vendor management processes, data and policy based on internal client
    information and policies.
  • Drive program level project initiatives that focus on scalability and operational efficiency.
  • Aid in identifying resource needs and providing key stakeholders with necessary details to support escalations.
  • Ability to plan, execute, and present results from investigation using statistical analysis and clearly communicated results and recommendations.
  • Coordination with multiple client and cross functional teams to coordinate TVC onboarding and get requests to resolution.

Extended Workforce Operations Specialist

Accenture Flex
06.2021 - 04.2022
  • Collaborate with cross-functional teams to develop seamless operational processes to support the Extended Workforce team.
  • Assist vendor managers with vendor management and administrative responsibilities through the vendor lifecycle:
    ● Compliant TVC onboarding practices
    ● Project creation
    ● Application provisioning
    ● Contract execution and purchase orders
    ● Vendor policies
    ● Providing the necessary resources for their TVC needs.

Subject Matter Expert

Accenture Flex
05.2019 - 06.2021
  • Supervise and analyze client incubation projects.
  • Identify inefficiencies in workflows and suggest solutions.
  • Understand and remain up to date with product policies and guidelines.
  • Manage Tier 2 customer escalations. Escalate issues
    impacting operations productivity or quality and identify process, system, tool and/or policy improvement opportunities.
  • Analyze customer, product, quality data, and review for weekly, monthly and quarterly client reviews.
  • Monitor queues and agent adherence to hit SLA and CSAT weekly and monthly goals.
  • Delegated daily tasks to team members to optimize group productivity.
  • Fostered positive employee relationships through effective communication, training and development coaching.

Customer Support Agent

BC FORWARD
05.2018 - 05.2019
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Helped streamline repair processes and update procedures for support action consistency.

Assistant Manager

SBMW- Alex And Ani
09.2016 - 06.2018
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Analyze sales trends and translate into strategic plans for customer growth.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Set annual and monthly sales goals. Train staff to deliver excellent customer service.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Organize and direct Charity Events for local non-profit
    organizations benefiting: Alex and Ani "Charity By Design Campaign".

Education

Bachelor of Arts - Fashion Retail Marketing

The Art Institute of Austin
Austin, TX

General Studies

Austin Community College
Austin, TX

Skills

  • Business Operations
  • Process Improvement and Streamlining Initiatives
  • Project Management
  • Key Performance Indicators (KPIs)
  • Workforce Operations and Vendor Management
  • Customer Service & Quality Assurance
  • Implementation and Strategy
  • Proficient in Google Suite &
    Microsoft Office
  • Analyzing Data Reports
  • Proficiency with use of SQL
  • Proficient in Google Suite &
    Microsoft Office
  • Analyzing Data Reports
  • Proficiency with use of SQL
  • Proficient in Google Suite &
    Microsoft Office
  • Analyzing Data Reports
  • Proficiency with use of SQL

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Operations Lead

Accenture LLP
04.2023 - Current

Workforce Operations Subject Matter Expert

Accenture LLP
04.2022 - 04.2023

Extended Workforce Operations Specialist

Accenture Flex
06.2021 - 04.2022

Subject Matter Expert

Accenture Flex
05.2019 - 06.2021

Customer Support Agent

BC FORWARD
05.2018 - 05.2019

Assistant Manager

SBMW- Alex And Ani
09.2016 - 06.2018

Bachelor of Arts - Fashion Retail Marketing

The Art Institute of Austin

General Studies

Austin Community College

Volunteer

Big Brother Big Sister of Central Texas: This amazing organization gives the opportunity of mentoring relationships for kids who need them.

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