Reece Resendez
Oroville,CA
Summary
Goal-Oriented Global Program Manager overseeing seven unique programs and corresponding client relationships and maintaining records of project metrics. Determined employee with over 5 years of supervising various departmental activities and developing professional relationships with clients, possessing exemplary critical thinking skills and a unique technical mindset to make precise decisions.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Global Program Manager
Service Response Partners LLC
04.2024 - Current
- Mentored and supported 70 Customer Service department employees to create strong workplace culture.
- Managed entire support landscape of two recently acquired companies by Global Fin-tech leader.
- Created test cases and test scripts to maintain cohesive team approach to critical systems and processes.
- Collaborated with developers and project managers to assess program capabilities, features, and testing demands.
- Worked with cross-functional teams to enact smooth banking and system migrations for over a quarter-million customers within 3 months.
- Met tight deadlines to satisfy client demands and project timelines.
- Oversaw global partner relationships, enabling footprint expansion into new markets.
- Spearheaded change management initiatives by effectively communicating benefits, addressing concerns, and driving adoption among employees at all levels within the organization.
Program Manager
Service Response Partners LLC
12.2021 - 04.2024
- Managed multiple cross-functional teams totaling over 300 employees, duties ranged from Customer Support to Quality Assurance, Learning and Development, Leads, and Social Media supporting a major leader in Stock Trading
- Participated as the primary stakeholder for all Customer Experience initiatives.
- Managed and supervised administrative and daily program operations, complying with Government and Company policies/regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
Team Lead
Service Response Partners LLC
01.2020 - 12.2021
- Oversaw a team of 18 employees ranging from agents to Subject Matter Experts
- In charge of communicating company goals and expectations as well as providing coaching and disciplinary action when appropriate to keep operations on track
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Customer Experience Agent
Service Response Partners LLC
09.2018 - 01.2020
- Worked in a live support environment using a variety of different tools to communicate with customers
- Relayed customer support via Phones, Email, Social Media, and chats and regularly communicated with superiors about progress and goals
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service to a client with over 11 million monthly users.
- Trained waves of new customer service agents, in batches of 5, on policies and procedures to support favorable customer experiences.
General Employee
Omni-Logic
09.2015 - 09.2018
- Worked as general technical employee for independent WISP. Worked closely with over 50 customers, mapping out their houses and running RF diagnostics using LinkPlanner.
- Assisted with Access Point configuration and configuring standard networking devices for running home networks and control NOC.
- Maintained clean and organized worksites, minimizing hazards and promoting safe working environments.
- Loaded, unloaded, and moved material to and from storage and production areas.
Education
Bachelor's of Science - Computer Science
05.2021
Skills
- Python
- C
- Major service APIs (Google, Slack, Amazon)
- CRM Management (Salesforce & Zendesk)
- Written and verbal communication
- Customer focus
- Google Workspace Administration
- Database Administration
- BPO Management
- Negotiating
- Stakeholder management
- Cross-functional coordination
- Project timeline compliance
- Virtual Management (Offshore)
Accomplishments
- Helped pitch and implement a new Support team for an entire product newly acquired by a multi-billion dollar Fintech Company.
- Directly assisted a Partner looking to improve customer satisfaction from a company average of 4.0 to 4.3. In 6 months my team's performance grew to 4.5.
Certification
- Six Sigma White Belt Training - 2/23/24
- Six Sigma Green Belt Training - 1/30/25
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Global Program Manager - Service Response Partners LLC
04.2024 - Current
Program Manager - Service Response Partners LLC
12.2021 - 04.2024
Team Lead - Service Response Partners LLC
01.2020 - 12.2021
Customer Experience Agent - Service Response Partners LLC
09.2018 - 01.2020
General Employee - Omni-Logic
09.2015 - 09.2018
- Six Sigma White Belt Training - 2/23/24
- Six Sigma Green Belt Training - 1/30/25
Chico State University - Bachelor's of Science, Computer Science
Pre-university attainments
- Founding Member of VEX Robotics Program at Shasta High. Now an official competition site.
- Official VEX Referee Experience
- Team Advisor for state qualified VEX Robotics team.
- Public Library volunteer work
- Officially certified Soccer Referee active from ages 13-15
- Times Magazine's Person of the Year 2006
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