Volunteering as a mentor for young professionals
Hi, I’m
Shae Rodriguez
Houston,TX
"My mission in life is not merely to survive, but to thrive; and to do so with some passion, some compassion, some humor, and some style."
Maya Angelou
Summary
Skilled executive renowned for nurturing standout client relations and guiding teams to peak performance, equipped with extensive experience and a tactical edge in steering customer success initiatives. Renowned for the knack to forge and sustain robust connections with key stakeholders, propelling shared victories and deep loyalty. Known for cultivating a culture ripe for innovation and collaborative success, sparking notable revenue surges and lifting customer satisfaction to new heights. Leadership approach hallmarked by fostering open dialogue, empowering individuals, and honing team strengths, all while championing a commitment to excellence and ongoing betterment. Keenly adept at spotting and seizing fresh business prospects, consistently eclipsing expected outcomes. A staunch advocate for superior client service and pivotal team leadership, positioned as an indispensable contributor to any entity aiming to amplify their customer success framework.
Overview
10
years of professional experience
6
years of post-secondary education
2
Languages
Work History
VIP Holiday Photos
Regional Manager, VIP Recognition
2023.11 - Current (10 months)
Job overview
- Oversaw and enhanced operations across multiple photo set locations as Regional Manager for VIP Holiday Photos, significantly impacting the region.
- Led strategic leadership and operational management initiatives, contributing to substantial improvements in operational performance.
Implemented team development and performance management strategies, boosting team efficiency and productivity by 40%. - Drove customer experience and brand representation efforts, resulting in a 35% increase in customer satisfaction ratings.
- Managed financial operations and budget oversight, facilitating a25% growth in overall revenue across the region.
- Ensured operational compliance and quality assurance, fostering a culture of excellence and continuous improvement.
- Enhanced regional sales by 20% through targeted marketing strategies and strong client relationship cultivation.
- Provided regular coaching, training, and performance feedback to staff, significantly enhancing team performance.
VIP Holiday Photos
District Manager
2023.09 - 2023.11 (2 months)
Job overview
- Increased district sales by implementing effective marketing strategies and fostering strong relationships with key partners.
- Developed and executed comprehensive training programs for Location Managers, resulting in improved employee performance and customer satisfaction.
- Streamlined operations by establishing efficient processes and communication channels between locations, leading to reduced loss and increased productivity.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Oversaw successful location openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
Retail Ecommerce Ventures
VP of Customer Experience
2020.03 - 2023.09 (3 years & 6 months)
Job overview
- Developed a customer experience strategy for REV and its portfolio of companies.
- Led cross-functional teams to implement customer experience initiatives
- Established a successful partnership with key industry players, resulting in increased market share for the organization.
- Collaborated with the company's leadership teams to prioritize and implement customer experience initiatives.
- Built and led a team of customer experience professionals.
- Developed and implemented customer feedback and measurement programs.
- Implemented cost-saving measures by conducting thorough financial analysis and identifying areas of inefficiency within the organization.
- Revised corporate policies and procedures to ensure compliance with evolving industry regulations, mitigating potential risks.
- Enhanced employee engagement and satisfaction through the implementation of comprehensive training programs and performance management systems.
- Championed diversity and inclusion initiatives throughout the organization, fostering greater collaboration among teams and departments.
Depicted Legacy LLC
Chief Operating Officer
2017.10 - 2020.03 (2 years & 5 months)
Job overview
- Secured high-profile contracts with leading brands like Disney, TurboTax, and Dressbarn, significantly enhancing the company's service portfolio and market presence.
- Led the development and execution of strategic operational improvements, driving call center efficiency and customer satisfaction through targeted performance enhancements.
- Directed comprehensive analytics initiatives, leveraging call center data to identify performance trends and optimization opportunities, ensuring continuous operational advancement.
- Managed financial oversight, including budget creation and adjustments, aligning resource allocation with strategic goals and fiscal health.
- Spearheaded a comprehensive talent management strategy, encompassing recruitment, training, and development of a high-performing call center team committed to excellence.
- Championed quality assurance and regulatory compliance, integrating industry best practices and innovative solutions to maintain competitive edge and operational integrity.
HungerRush (Formally Revention POS)
Senior Account Manager
2014.05 - 2017.08 (3 years & 3 months)
Job overview
- Orchestrated key account management within the restaurant technology domain at HungerRush, driving substantial revenue growth and cultivating deep client relationships through strategic engagement and exceptional service.
- Secured a remarkable 20% increase in year-over-year client retention by implementing cutting-edge account management tactics and providing personalized, high-touch support.
- Fostered collaboration with cross-functional teams to tailor and deliver bespoke solutions, significantly exceeding client expectations and solidifying client loyalty.
- Mastered data analysis to uncover lucrative upselling and cross-selling opportunities, culminating in a 15% uplift in average transaction size and enhancing overall revenue.
- Acted as a crucial conduit between clients and internal teams, guaranteeing flawless implementation experiences and achieving exemplary levels of customer satisfaction.
- Proactively mined the existing client base for upsell and cross-sell potential, adeptly maximizing revenue opportunities and contributing to sustained business growth.
Education
University of Houston , Houston, TX
Master of Business Administration - MBA from Business Administration and Management, General
2018.08 - 2020.05 (1 year & 9 months)
Stephen F. Austin State University , Nacogdoches, TX
Bachelor's Degree from Political Science and Government
2010.08 - 2014.05 (3 years & 9 months)
Skills
- Software as a Service (SaaS)
- Social Media Marketing
- Marketing Strategy
- Business Planning
- Business Process Improvement
- Training & Development
- Budget Forecasting
- Customer Satisfaction
- Sales Management
- Start-ups
- KPI Analysis
- Stakeholder Communication
- Customer Retention
- Regulatory Compliance
- Iterative Improvement
- Operational Strategies
- Efficiency Improvement
Timeline
Regional Manager, VIP Recognition
VIP Holiday Photos
2023.11 - Current (10 months)
District Manager
VIP Holiday Photos
2023.09 - 2023.11 (2 months)
VP of Customer Experience
Retail Ecommerce Ventures
2020.03 - 2023.09 (3 years & 6 months)
University of Houston
Master of Business Administration - MBA from Business Administration and Management, General
2018.08 - 2020.05 (1 year & 9 months)
Chief Operating Officer
Depicted Legacy LLC
2017.10 - 2020.03 (2 years & 5 months)
Senior Account Manager
HungerRush (Formally Revention POS)
2014.05 - 2017.08 (3 years & 3 months)
Stephen F. Austin State University
Bachelor's Degree from Political Science and Government
2010.08 - 2014.05 (3 years & 9 months)
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Company CultureCareer advancementHealthcare benefitsPersonal development programsWork-life balanceAccomplishments
Process Optimization and Quality Excellence
- Leveraged Lean Six Sigma Black Belt expertise to drive significant process improvements, enhancing operational efficiency, reducing waste, and maximizing customer value across multiple roles and projects. This dedication to quality and efficiency has consistently resulted in superior operational performance and customer satisfaction, underscoring a deep commitment to excellence and continuous improvement in every endeavor.
- Spearheaded regional operations for VIP Holiday Photos, dramatically improving efficiency, customer satisfaction by 35%, and revenue growth by 25%.
- Championed comprehensive operational and strategic improvements as COO of Depicted Legacy LLC, securing major contracts with Disney, TurboTax, and Dressbarn.
- Implemented innovative sales strategies and fostered key partnerships at Retail Ecommerce Ventures, significantly expanding market share.
- Drove a 20% year-over-year client retention increase at HungerRush through exceptional account management and strategic customer engagement.
- Enhanced team performance by 40% through targeted development programs, directly impacting operational success and customer experience.
- Developed comprehensive training programs for Location Managers, leading to improved performance and heightened customer satisfaction at VIP Holiday Photos.
- Conducted in-depth financial analysis and identified efficiency improvements, implementing cost-saving measures across operations.
- Managed comprehensive budget oversight at VIP Holiday Photos, aligning resource allocation with strategic goals and boosting fiscal health.
- Led cross-functional teams to launch customer experience initiatives at Retail Ecommerce Ventures, cultivating a culture of innovation and collaboration.
- Pioneered analytics initiatives at Depicted Legacy LLC, leveraging data to drive continuous operational advancement and market competitiveness.
Affiliations
- Customer Experience Professionals Association
- American Society for Quality
- NAACP
Certification
- Certified Customer Experience Professional (CCXP)
- Six Sigma Black Belt Certification
- Project Management Professional Certification (PMP)
- Certified Quality Process Analyst (CQPA)
- International Customer Service Association’s Certified Customer Service Executive (ICSA-CCSE)
Interests
Playing volleyball
Spending time with family
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