Summary
Overview
Work History
Education
Skills
Timeline
Generic

PAOLA GONZALEZ

River Grove,IL

Summary

Customer Experience and Onboarding Operations manager focused on scalable processes, data-driven reporting, and cross-functional execution. Builds KPI dashboards, supports change management, and improves customer onboarding outcomes using Salesforce, Gainsight, Workfront, Outreach, and SharePoint to align teams and strengthen adoption.

Overview

18
18
years of professional experience

Work History

Customer Experience Operations Manager | Senior Onboarding Operations Manager | Onboarding Operations Manager | Project Manager Team Lead | Client Services Project Manager

VelocityEHS
01.2017 - Current
  • Facilitated onboarding operations to improve adoption rates, customer satisfaction, and time-to-value.
  • Managed tool training and governance for Gainsight, Salesforce, Workfront, Outreach, and SharePoint to streamline user adoption.
  • Enhanced operational efficiency and cross-functional processes to support leadership objectives.
  • Built dashboards, KPI tracking, and process improvement plans.
  • Coordinated cross-functional teams across Customer Success, Product, and Technical Support.
  • Tracked operational tasks and aligned priorities with business objectives.
  • Maintained documentation for workflows, policies, and operational procedures.

Compliance Support Team Lead

Trustwave
08.2015 - 09.2017
  • Supported support operations and scheduling for 70+ employees across global teams while handling staffing KPI reporting and SLA performance.
  • Assisted Trustwave support team in managing daily client cases and coordinating services, ensuring timely resolution.
  • Checked case notes for accuracy, completeness, and proper Trustwave service handling.
  • Reviewed case notes for accuracy and completeness, enhancing adherence to Trustwave service standards.
  • Trained support staff on effective client communication and Trustwave process standards, improving overall service quality.
  • Recorded troubleshooting steps, case updates, and resolution details in support records.

Fraud Analyst II

Accertify
10.2011 - 09.2015
  • Monitored real-time queues and analyzed high-risk transactions across specified points of sale to identify and mitigate potential fraud.
  • Reviewed suspicious transactions using Accertify fraud screening tools.
  • Analyzed fraud trends, trained clients on best practices, and provided targeted risk mitigation recommendations.
  • Analyzed payment patterns to identify fraud indicators.
  • Communicated with merchants regarding suspicious order behavior to enhance awareness and fraud prevention.

Loss Prevention / Investigations

Burlington & TJX
03.2009 - 10.2011
  • Conducted internal and external investigations to identify theft patterns and provided operational support to enhance security protocols.
  • Monitored sales floor and entrance areas to detect and deter theft, ensuring safety and security for customers and staff.
  • Reviewed security cameras and alarm systems for incident reporting and evidence collection.
  • Detained suspected shoplifters following employer procedures and legal guidelines.
  • Completed incident reports and loss prevention logs to facilitate management review and inform strategic loss prevention initiatives.
  • Supported store associates with safety checks and training with safety checks and shrink prevention training.
  • Inspected merchandise displays, backroom areas, and exits for security risks.

Education

Business Operations Specialist -

Triton College
River Grove, IL
10-2027

Bachelor of Arts - Criminal Justice

Westwood College
Chicago
05-2010

Skills

  • Customer Experience Operations
  • Operational Excellence
  • Business Transformation
  • Process Optimization
  • Dashboard Development
  • Systems implementation
  • Change Management
  • Cross-functional collaboration
  • Problem-solving
  • Fluent in Spanish

Timeline

Customer Experience Operations Manager | Senior Onboarding Operations Manager | Onboarding Operations Manager | Project Manager Team Lead | Client Services Project Manager

VelocityEHS
01.2017 - Current

Compliance Support Team Lead

Trustwave
08.2015 - 09.2017

Fraud Analyst II

Accertify
10.2011 - 09.2015

Loss Prevention / Investigations

Burlington & TJX
03.2009 - 10.2011

Business Operations Specialist -

Triton College

Bachelor of Arts - Criminal Justice

Westwood College
PAOLA GONZALEZ