PATRICIA SAUNDERS
Hayward,CA
Summary
Dynamic professional with extensive experience at Google, specializing in vendor negotiation and team leadership. Demonstrated success in enhancing customer retention through strategic lifecycle management and effective process improvements. Proficient in utilizing Salesforce for accurate sales forecasting while cultivating strong interpersonal communication to deliver exceptional client experiences. Career aspirations include leveraging expertise to drive business growth and operational excellence.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Independent Travel Agent
SANDY'S TRAVEL CONNECTIONS
Hayward, USA
10.2019 - Current
- Plan customized domestic and international client travel, managing itineraries, accommodations, and transportation
- Build vendor partnerships, negotiate group rates, and ensure seamless customer experience
- Maintain detailed records, payments, and client preferences for repeat business
Workplace Experience Manager
WAYMO
Mountain View, USA
12.2023 - 02.2024
- Company Overview: autonomous driving technology company
- Lead workplace experience programs for autonomous driving technology company
- Manage executive scheduling, board meetings, and internal events
- Oversee vendor contracts, office operations, and amenities services
- Support onboarding of new hires and facilitate workplace orientation
- Develop office processes that improve workflow and enhance employee experience
- Autonomous driving technology company
Workplace Program Supervisor, Program & Amenities
GOOGLE
Mountain View, USA
11.2022 - 12.2023
- Identified and secured global talent to deliver program events for international teams
- Managed multi-million-dollar budgets, vendor relationships, and program operations
- Oversaw sensitive data handling, document retention, and special projects
- Coordinated complex calendar management, onboarding, and team training
Welcome Host Supervisor
GOOGLE
Mountain View, USA
01.2020 - 11.2022
- Oversaw the daily operations of the Google Call Center
- Served as liaison with leadership, clients, and vendors
- Supported IT troubleshooting and facilitated process improvements
- Managed front desk operations, including badge creation, guest escorting, and supporting special projects
- Conducted weekly one-on-one meetings with direct reports, facilitated monthly team meetings, and administered annual performance evaluations
Onboarding Call Center Supervisor
ZUM
Redwood City, USA
05.2018 - 01.2020
- Designed and implemented SOPs for driver onboarding, improving efficiency and conversion rates
- Created structured intake scripts that optimized the customer journey and experience
- Developed lifecycle management protocols that increased customer retention by 28%
Listener Service Supervisor
FAMILY RADIO STATION
Alameda, USA
10.2017 - 05.2018
- Managed 75K+ donors and listeners, handling appeals, acknowledgments, and engagement initiatives
- Developed a customer service training program to enhance listener support and response time
- Implemented lifecycle management strategies that improved donor retention rates
Call Center Supervisor
NATIONAL AUTOMOBILE CLUB
Foster City, USA
12.2016 - 04.2017
- Led a 50-person team dispatching service calls nationwide
- Optimized call center performance, training, and financial reconciliation
- Enhanced customer lifecycle management through improved service delivery protocols
Sales Service Supervisor | Branch Manager | Member Services Supervisor | Travel Agent
AAA
, USA
04.2007 - 12.2016
- Managed flagship district office generating over $8M annually in revenue
- Led California call center teams, achieving a 165% increase in sales performance
- Implemented Salesforce CRM, enhancing sales forecasting and customer service operations
- Selected for Steering Committee to launch new service offerings
- Developed comprehensive lifecycle management strategies for member retention
Customer Service Manager
KODAK EASY SHARE GALLERY
Emeryville, CA
01.2005 - 05.2005
- Directed customer service operations for a leading digital photo service platform.
- Implemented customer lifecycle management strategies that increased user retention.
- Developed and executed training programs for customer service representatives.
- Optimized call-handling procedures, reducing average handle time while improving satisfaction.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Associate Director of Marketing & Call Center Coach
PACIFIC BELL
San Ramon, CA
08.1996 - 11.2001
- Led marketing initiatives for win-back and retention, and call center coaching for the major telecommunications provider.
- Developed comprehensive customer lifecycle management protocols.
- Trained call center representatives on customer retention strategies and upselling techniques.
- Implemented performance metrics that improved call quality and customer satisfaction.
Education
Master of Management -
University of Phoenix
Phoenix, AZBachelor of Science - Retail Merchandising
University of Connecticut
Storrs, CTCustomer Experience Program Certification - Customer Experience
California State University
Hayward, CASkills
- Microsoft Office Suite
- Vendor negotiation
- Sales forecasting
- Customer relationship management
- Salesforce
- Google Workspace
- ConnectSuite
- Avaya
- RingCentral
- Speakeasy Phone System
- Vendor Management
- Meeting facilitation
- Process improvement
- Team leadership
- Conflict resolution
- Market research
- Communication skills
- Group travel coordination
- Cultural sensitivity
- Regulations and compliance
- Interpersonal communications
- Reservations management
- Mentoring and training
- Marketing
- Zendesk
- Asana
Affiliations
- Ethics & Compliance Ambassador, CBRE
- Advisory Council Member, Cal State East Bay
- Delta Sigma Theta Sorority, Inc., Hayward-Tri-City Alumnae Chapter
- Advisory Council & Alumni Association, University of Connecticut (SF Chapter)
- Alumni Association, University of Phoenix (East Bay Chapter)
Accomplishments
- 2011 Field Management Award- AAA NCNU
- 2012 AAA University Enterprise College African American Leadership Program
Certification
- 2019 Certified Motivational Speaker- Professional Woman Network
- 2012 Certified Travel Associate
Timeline
Workplace Experience Manager
WAYMO
12.2023 - 02.2024
Workplace Program Supervisor, Program & Amenities
GOOGLE
11.2022 - 12.2023
Welcome Host Supervisor
GOOGLE
01.2020 - 11.2022
Independent Travel Agent
SANDY'S TRAVEL CONNECTIONS
10.2019 - Current
Onboarding Call Center Supervisor
ZUM
05.2018 - 01.2020
Listener Service Supervisor
FAMILY RADIO STATION
10.2017 - 05.2018
Call Center Supervisor
NATIONAL AUTOMOBILE CLUB
12.2016 - 04.2017
Sales Service Supervisor | Branch Manager | Member Services Supervisor | Travel Agent
AAA
04.2007 - 12.2016
Customer Service Manager
KODAK EASY SHARE GALLERY
01.2005 - 05.2005
Associate Director of Marketing & Call Center Coach
PACIFIC BELL
08.1996 - 11.2001
Master of Management -
University of Phoenix
Bachelor of Science - Retail Merchandising
University of Connecticut
Customer Experience Program Certification - Customer Experience
California State University
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