Natalia Uriostegui
Waddell,AZ
Summary
Senior operations leader with 10+ years of experience driving large-scale operational performance, workforce management, and customer experience initiatives within enterprise environments. Proven success leading cross-functional teams of 550+ employees, optimizing business operations through data-driven decision-making, and implementing strategic process improvements that enhance efficiency, productivity, and service delivery. Skilled in operational excellence, leadership development, stakeholder management, and performance optimization within fast-paced, metrics-driven organizations.
Overview
11
11
years of professional experience
Work History
Assistant Vice President | Sr Operations Manager
Bank of America
02.2018 - Current
- Lead large-scale enterprise operations supporting customer experience and operational performance across a 550+ employee organization within a vendor-managed environment.
- Direct day-to-day operational execution through cross-functional leadership teams, including operations managers, assistant managers, training leaders, and frontline associates to ensure performance objectives are achieved.
- Drive operational excellence through management of key business metrics including customer experience (Top-2-Box), average handle time (AHT), quality assurance, transfer reduction, complaint resolution, and repeat-call performance.
- Partner with vendor leadership and senior stakeholders to implement strategic operational initiatives focused on productivity improvement, workforce performance, customer satisfaction, and operational consistency.
- Analyze operational trends, workforce data, and performance metrics to identify root causes, mitigate business risks, and develop action plans that improve efficiency and service delivery.
- Lead performance management initiatives by coaching and developing leadership teams, establishing accountability frameworks, and driving a high-performance culture across the organization.
- Manage employee relations, operational escalations, compliance adherence, and organizational risk while maintaining alignment with enterprise standards and customer experience expectations.
- Facilitate operational business reviews, leadership calibrations, and strategic planning discussions with senior leadership using data-driven insights and performance reporting.
- Execute process improvement initiatives that streamlined operations, improved team effectiveness, and enhanced overall business performance in a fast-paced, metrics-driven environment.
- Mentor and develop leaders across multiple levels of management, strengthening leadership pipelines and supporting long-term organizational growth.
SMB Director
Verizon
08.2015 - 02.2018
- Led small and medium business (SMB) operations focused on customer acquisition, account management, and performance optimization within a high-volume sales environment.
- Managed and coached frontline teams to achieve operational, sales, and customer experience goals while maintaining strong employee engagement and accountability standards.
- Analyzed business performance metrics, sales trends, and customer insights to identify opportunities for operational improvement and revenue growth.
- Partnered with cross-functional teams to improve service delivery, streamline workflows, and enhance the overall customer experience.
- Drove team performance through leadership development, coaching, and continuous performance management in a fast-paced, metrics-driven environment.
- Supported escalated customer concerns and operational challenges by implementing resolution strategies that balanced customer satisfaction with business objectives.
- Contributed to process improvement initiatives that increased operational efficiency, strengthened team productivity, and improved overall business performance.
- Built and maintained strong relationships with business customers by understanding operational needs and delivering solutions aligned with client objectives.
Education
High School Diploma -
Metro Tech High School
Phoenix, AZSkills
- Operations Management
- Strategic Leadership
- Performance Management
- KPI & Metrics Analysis
- Process Improvement
- Operational Excellence
- Team Development & Coaching
- Cross-Functional Leadership
- Workforce Management
- Customer Experience Strategy
- Root Cause Analysis
- Continuous Improvement
- Vendor Management
- Employee Relations
- Data-Driven Decision Making
- Business Operations
- Escalation Management
- Organizational Development
Languages
Spanish
Native or Bilingual
Timeline
Assistant Vice President | Sr Operations Manager
Bank of America
02.2018 - Current
SMB Director
Verizon
08.2015 - 02.2018
High School Diploma -
Metro Tech High School