Mercedes Elizondo
Spring,TX
Summary
Dynamic program leader with over 10 years of experience in driving large-scale initiatives, optimizing workflows, and aligning cross-functional teams to achieve measurable business outcomes. Expertise in bridging business requirements with technical solutions, effectively translating complex challenges into actionable strategies while fostering trusted client partnerships. Recognized for exceptional performance in highly regulated and customer-centric industries, consistently delivering results that exceed expectations. Actively pursuing AWS certifications to enhance cloud project leadership capabilities and remain at the forefront of industry advancements.
Overview
12
12
years of professional experience
Work History
Clinic Sales Manager
Milan Laser Hair Removal
05.2023 - 08.2025
- Designed and implemented onboarding workflows that reduced service time and improved client clarity, increasing retention rates.
- Ranked in the Top 1% nationwide in first year by aligning services with client needs and data-driven planning.
- Collected and analyzed customer feedback to identify trends and enhance operational consistency — mirroring data-driven continuous improvement practices in technical projects.
Customer Service Manager
Wayfair
01.2018 - 09.2023
- Directed operations for high-volume teams, consistently ranking in the Top 5% out of 600+ teams nationwide.
- Introduced process and communication improvements that increased resolution rates by 20% and reduced operational risk.
- Built internal tools and documentation standards that streamlined workflows across multiple business units, comparable to establishing project documentation practices in enterprise environments.
Training & Development Specialist
Wayfair
04.2017 - 01.2018
- Facilitated 3,000+ training sessions for cross-functional teams to align workflows with organizational objectives.
- Partnered with engineers, analysts, and service teams to translate client requirements into operational processes, building experience in bridging technical and business perspectives.
Lead Medical Assistant
CHI St. Joseph Hospital
08.2015 - 04.2017
- Redesigned patient intake processes to improve throughput and staff coordination, saving the organization $6K annually.
- Led process documentation initiatives to ensure compliance, operational consistency, and better communication across departments.
Regional Personal Banker
Wells Fargo
06.2013 - 08.2015
- Developed streamlined onboarding processes that reduced client wait times and improved adoption of financial services.
- Recognized among top regional performers by building long-term client relationships through needs assessments and tailored solutions.
Education
High School Diploma -
Jefferson High School
San Antonio, TXAssociate of Arts - Liberal Arts And Sciences
Blinn College
Bryan, TXLicensed Esthetician
Aveda Arts & Institute
Austin, TXSkills
- Program/Project Management (Agile, Iterative, Waterfall)
- Technical & Business Stakeholder Engagement
- Process Redesign & Workflow Optimization
- Data-Driven Decision Making & Analysis
- Cross-Functional Team Leadership
- Risk Identification & Mitigation
- Training & Development
- Regulatory & Compliance Awareness
Timeline
Clinic Sales Manager
Milan Laser Hair Removal
05.2023 - 08.2025
Customer Service Manager
Wayfair
01.2018 - 09.2023
Training & Development Specialist
Wayfair
04.2017 - 01.2018
Lead Medical Assistant
CHI St. Joseph Hospital
08.2015 - 04.2017
Regional Personal Banker
Wells Fargo
06.2013 - 08.2015
High School Diploma -
Jefferson High School
Associate of Arts - Liberal Arts And Sciences
Blinn College
Licensed Esthetician
Aveda Arts & Institute
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