Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Work Availability
References
Software
Websites
Timeline
Generic

PATRICIA SAUNDERS

Hayward,CA

Summary

Dynamic professional with extensive experience in workplace management and customer service, notably at Google. Proven track record in process improvement and vendor management, enhancing operational efficiency. Skilled in Salesforce and team leadership, successfully implementing strategies that increased customer retention by 28%. Committed to delivering exceptional experiences and driving organizational success.

Overview

18
18
years of professional experience
1
1
Certificate

Work History

Independent Travel Agent

SANDY'S TRAVEL CONNECTIONS
Hayward, CA
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 via CBRE
Mountain View, CA
12.2023 - 02.2024
  • Lead workplace experience programs for an autonomous driving technology company.
  • Evaluate KPIs and inspection data to improve time management, increase productivity, and achieve client SLAs.
  • Develop office processes that improve workflow and enhance the employee experience.
  • Collaborate with the event planning team on on-site activities, year-end celebrations, and executive gatherings.
  • Supervise mail services and distribution at the company headquarters.
  • Oversee vendor contracts, office operations, and amenities services
  • Managed a team of seven, conducted weekly meetings, and delivered annual performance reviews.

Workplace Program Supervisor, Program & Amenities

GOOGLE via CBRE
Mountain View, CA
11.2022 - 12.2023
  • Secured global talent for executing program events across international teams.
  • Managed multi-million-dollar budgets and vendor relationships to achieve operational excellence.
  • Oversaw handling of sensitive data, including document retention and execution of special projects.
  • Coordinated complex calendar management and onboarding processes with team training initiatives.
  • Overseen the operations of Appointy, including the registration of wellness, fitness, and third-party courses.

Welcome Host Supervisor

GOOGLE via CBRE
Mountain View, CA
01.2020 - 11.2022
  • Oversaw the daily operations of the Google Call Center
  • Served as a liaison with leadership, clients, and vendors.
  • 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
  • Enhanced supervisor training for quality control, and led quarterly sessions to empower teams in call handling.
  • Collaborated with project teams, including Google's Speakeasy team, to handle incoming calls for the BOT system, and developed a team survey to identify the top call reasons.
  • Drove process improvements and training, including overhauling the Threatening Call Checklist, ensuring the team completed safety training, and applied new protocols effectively.

Onboarding Call Center Supervisor

ZUM
Redwood City, CA
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, CA
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, CA
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 | Travel Agent

AAA
Hayward, CA
04.2007 - 12.2016
  • Managed the flagship district office, generating over $8M annually in revenue.
  • Launched a new membership call center, oversaw the operations of the overflow, trained contractors, and achieved a 165% increase in sales performance.
  • Implemented Salesforce CRM, enhancing sales forecasting and customer service operations
  • Selected for the Steering Committee to launch new luxury travel services.
  • Developed comprehensive lifecycle management strategies for member retention
  • Reconciled daily financial documents for California Department of Motor Vehicles transactions.

Education

Master of Management - Business Management

University of Phoenix
Livermore, CA

Bachelor of Science - Retail Merchandising

University of Connecticut
Storrs, CT

Customer Experience Program Certification - Customer Experience

California State University
Hayward, CA

Skills

  • Microsoft Office Suite & Google Workspace
  • Team Management
  • Telephony system management
  • Process Improvement
  • Vendor Management
  • Training & Development
  • Lifecycle management
  • Event coordination

Affiliations

  • Ethics & Compliance Ambassador, CBRE
  • Advisory Council Member, California State University, 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
  • 2012 African American Leadership Program
  • 2021 Mentorship Program Graduate

Certification

  • Certified Travel Associate
  • Property & Casualty License
  • Certified Women's Issues & Leadership Coach

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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References

References available upon request.

Software

Windows

Asana

Gamma

PowerPoint

Excel

Slack

Microsoft Teams

Zoom

Microsoft Office

Google Workspace

Timeline

Workplace Experience Manager

WAYMO via CBRE
12.2023 - 02.2024

Workplace Program Supervisor, Program & Amenities

GOOGLE via CBRE
11.2022 - 12.2023

Welcome Host Supervisor

GOOGLE via CBRE
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 | Travel Agent

AAA
04.2007 - 12.2016

Master of Management - Business 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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