MARISOL SIFUENTES

• Established strong relationships with key customers, resulting in increased customer loyalty, retention and renewal.
• Played instrumental role in client satisfaction by working with cross functional teams including operational teams, product and engineering for proper resolution of service issues.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Created and maintained comprehensive customer success documentation for internal and external use.
• Generated reports and communicated results to stakeholders to provide insights into customer success.
• Utilized customer feedback to inform changes and improvements to customer success plans.

• Build and maintain strong, long-lasting customer relationships with key stakeholders in managing Unite Us Technical Solutions.
• Operationalized and implement a new business line, while building cross functional efficiency and optimization and ensuring the highest standard for customers.
• Develop joint success plans for customers and sponsored organizations that outline their key objectives, success metrics; identify key risks and solutions to ensure long-term partnership success and adoption.
• Consult and provide high level program design to key stakeholders to optimize their adoption and use of Unite Us.
• Build individualized workflow strategic plans aligning with company goals, network and cross functional teams to plan for solutions to the product.
• Work closely with Product and cross-functional teams on a tactical level to identify structural improvements and improve sponsored client experience on Unite Us Solutions
• Translate technical information and data into customer-friendly language presentations, communicate resolutions with concise and clear language.
• Responsible for the lead implementation and adoption of Unite Us Solutions for the Payments Product with external facing support organizations.
• Cultivated client relationships through high levels of direct communication to maintain customer loyalty, retention and renewal.
• Served as team lead in project delivery roles, verifying proper integration of acquired solutions and technical assets.

• Developed, onboarded and trained over 145 key organizations across core service regions to engage in the Unite Us Network.
• Lead project implementation from end-to-end in California.
• Conducted provider demo meetings and maintained a pulse of community interest, policy and local challenges across engagement industries
• Develop a strategy for a large volume pipeline to ensure growth and adoption of the regional networks
• Leverage key stakeholders and become a trusted member in the community to further develop the regional growth of Unite Us network
• Coordinate with cross functional teams to deliver the highest service and escalate concerns or product enhancements
• Analyze data to drive decisions and provide deeper insights and smarter understanding of network performance for client outcomes.
• Monitored trends in data and performed A/B testing to deliver increased engagement.
• Instituted array of programs and user groups for members.
• Collaborated with community content and development teams to drive improvements to offerings.
• Promoted internal community advocacy through partnership with other teams.
• Engaged with larger campaigns to build deeply collaborative partnerships.
• Recruited and managed volunteer teams.
• Coordinated and implemented numerous meetings, forums and community events.

• Strategize with key partners on an equitable approach regarding social determinants of health challenges in California.
• Attend and network at coalitions meetings across California that serve disadvantaged communities.
• Present, educate and collaborate with members of the community
• Develop new relationships and strengthen existing relationships with multiple state and local government agencies.
• Promoted internal community advocacy through partnership with other teams.
• Collaborated with community content and development teams to drive improvements to offerings.
• Engaged with larger campaigns to build deeply collaborative partnerships.
• Built strong bonds with local cultural organizations by respecting unique differences and specific societal norms.
• Developed and maintained relationships with customers and suppliers through account development.
• Maximized performance by monitoring daily activities and mentoring team members.

• Responsible for the day-to-day operations and growth of the Statewide School Smarts Program.
• Developed a fee-for-service model to scale the School Smarts Program year over year.
• Sold the School Smarts Program to over 32 School Districts across 150 School sites in California, while maintaining a 95% retention rate.
• Lead a team of 10 regional coordinators and over 250 contracted employees to implement the program statewide.
• Provided clear and constant communication about policy, processes, standards related to the program implementation.
• Refined and maintained web‐based content, videos, communication tools and training resources.
• Procured and implemented Salesforce Nonprofit.
• Administered and coordinated contracts for the school district, facilitators and consultants, including processing invoices and payments.
• Provided training and onboarding; developed, administered and presented a train‐the‐trainer model with school districts across California.
• Managed and supervised daily program operations, complying with policies and regulations.
• Identified program obstacles and communicated possible impacts to team.
• Coached team members on productivity strategies to accomplish challenging goals.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Analyzed team performance and identified opportunities for additional training.
• Delivered instructional presentations on program, focusing on reliability and scalability.

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• Provided high-level impartial and confidential administrative support to Executive Director, President and Board of Directors, occasionally involving confidential communication with legal counsel.
• Assessed, coordinated and resolved questions, concerns and conflicts that arose with members statewide to appropriate departments and provided constant communication with statewide leadership to ensure all concerns are tracked and monitored.
• Operationalized key initiatives statewide with cross functional teams.
• Maintained and managed partners, grantor's and sponsors to ensure contract coordination and event logistics.
• Created, scheduled and hosted training sessions for instructing teams about new policies.
• Prepared complex board agendas, reports and minutes for all meetings of the state board.
• Collaborated with other board members to develop and execute programs and initiatives to advance organizational mission.
• Provided guidance and leadership on strategic planning initiatives and organizational development.
• Served as advocate and ambassador for organization by fully engaging, identifying, and securing resources and partnerships to advance mission.

• Enter, write and track all formal complaints from members of the community
• Provide a detailed account of interaction and coordinate complaints through tracking system
• Assess risk management and coordinate with different County departments to ensure complaints are addressed and resolved
• Provide constant contact and transparency with members of the community
• Analyze state and county codes and provided detail report of findings
• Write correspondence to public entities on behalf of the Executive Officer for the Board of Supervisors.
• Collaborated with other board members to develop and execute programs and initiatives to advance organizational mission.
• Provided guidance and leadership on strategic planning initiatives and organizational development.