Sophia Garcia

Responsible for ensuring that the organization and their customer's software implementations were efficient, effective, and aligned with their strategic goals and vision. Some of the main duties included:

Developing and implementing operational policies and procedures for the company. Planning and monitoring the day-to-day operations of the business to ensure smooth progress and quality standards. Supervising and coaching staff from different departments and providing constructive feedback and guidance. Evaluating and improving the performance and productivity of business processes and systems. Collaborating with other senior managers and executives to develop long-term business plans and objectives.

• Organized project implementation resources and leveraged expertise to assist with the organizational rollout. Cultivated project timelines, documentation, processes and updates to develop and manage tactical plans.
• Evaluated and defined internal and external customer needs, implementing processes to address requirements.
• Managed and reviewed documentation requirements such as NDA's, SOW's, MSA's, and any legal operational documents prior to sign off.
• Supported implementation of supply chain risk management system software.
• Reviewed and assessed architecture design, implementation, testing and deployment needs to identify new division of operations and products for software and service.
• Motivated and retained a high-performing Global Implementation and Training team, fostering a culture of customer-centricity, collaboration, and continuous improvement.
• Led a team of senior project managers and implementation consultants.
• Developed and enforced a successful implementation life cycle across multiple functions in an organization in order to effectively execute the technical systems, digital tools, data use interventions, and other priority interventions.
• Acted as a visible leader internally and externally, embodying Resilinc values of innovation, teamwork, passion, agility, trustworthiness, and diversity, and inspiring customer trust and confidence.
• Monitored and documented project milestones and outcomes throughout the project lifecycle to ensure adherence to established quality standards.
• Led scoping & estimating activities, providing accurate resource estimates, reducing project overruns by 15%.
• Collaborated with cross-functional teams to manage team allocation, ensuring balanced workloads and reallocating resources as needed, leading to improved project outcomes and enhanced team productivity.
• Optimized implementation processes, systems, and workflows, resulting in a 20% reduction in time to implement and a 25% increase in project efficiency.
• Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
• Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
• Spearheaded successful product launches that resulted in increased brand visibility and customer acquisition.
• Assisted with sales and marketing strategies to foster achievement of revenue goals.
• Trained and guided team members to maintain high productivity and performance metrics.

• Advocate for enterprise clients across various industries, including automotive, life sciences, and high tech.
• Communicating effectively as the primary point of contact between clients, sales, and internal product teams.
• Responsible for retaining $1.5M in reoccurring annual contracts and owning all negotiation initiatives.
• On-boarding and creating tailored knowledge-based training for new clients.
• Creating client-specific success plans to maintain performance trajectory to meet all client KPI’s.
• Performing ad-hoc data pulls and campaign strategy sessions to deepen engagements.
• Assisting clients with data analysis to improve their supply chain infrastructure.
• Setting and managing client expectations on ROI.
• Establishing trusted/strategic advisor relationships with clients.
• Identifying and presenting opportunities for upselling.
• Managing and mentoring a team of junior customer success managers and implementing best practices.
• Designing and implementing on-boarding and kickoff processes.
• Deliver onsite in-person executive business reviews with executives to align business goals and objectives.
• Working with Dev team to construct product roadmap and establishing timelines for new features.
• Leading new product launches, demos, beta programs, and customer implementations.

• Managed confidential supply chain data for over 700 suppliers for assigned client accounts.
• Consistently met daily metrics by resolving supplier queries by phone and email.
• Followed proper procedures for managing data in management system.
• Prepared documents daily for suppliers to complete.
• Followed up to ensure documents were complete, current, and uploaded properly into the management system.
• Resolved issues and properly developed new ideas with the product management and data teams.
• Reached aggressive deadlines and met weekly account targets set by management.
• Managed and conducted training webinars.