Stephanie Tondera-Rodriguez
Las Cruces,NM
Summary
Goal-oriented manager with distinguished experience in technology industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent. Detail-oriented and organized team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Director of Customer Success
Wefivesoft
04.2020 - Current
- Responsible for project management and customer support operations overseeing 30 on/off-shore direct/indirect reports.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
AppleCare Project Manager
Apple
08.2017 - 07.2019
- Planned, designed, and scheduled phases for large multi-million dollar projects.
- Led complex technology projects with teams of 20 programmers, developers and analysts.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Improved customer satisfaction by 25% over 12 months with customer service process improvements and employee training programs.
- Facilitated workshops to collect project requirements and user feedback.
AppleCare Team Manager
Apple
02.2016 - 07.2019
- Coordinated team collaboration to share ideas and build best practices.
- Led teams of 17-24 advisors.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Developed performance measurement strategies, identifying areas for improvement.
- Facilitated meetings to communicate team performance goals and results.
AppleCare Advisor
Apple
08.2013 - 02.2016
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions by asking clear and specific questions over phone and chat.
- Managed over 60 customer interactions per day, with simultaneous communication in chat.
- Developed tutorials and instructional documents to educate customers on available troubleshooting tools.
- Analyzed trends to document emerging issues.
Copy & Print Center Manager
Staples
01.2009 - 08.2013
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Managed 4 employees with intake of 100s of customer orders in-store and online.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Education
Bachelor of Arts - Theater Arts/ Theater Management
New Mexico State University
Las Cruces, NM12.2012
Skills
- Customer Consultations
- Customer Relationship Management
- Document Organization
- Technical Support
- Performance Improvement
- Business Growth
- Business Analytics
- Operating Procedures and Policies
- Project Management
- Customer Care
- Assigning Projects
- Critical Thinking and Analysis
- Interdepartmental Collaboration
- Best Practices
Accomplishments
Received AppleCare Excellence Awards in 2015 and 2016.
Certification
- Certified Project Manager, Google Project Management Certificate
Languages
German
Native or Bilingual
Timeline
Director of Customer Success
Wefivesoft
04.2020 - Current
AppleCare Project Manager
Apple
08.2017 - 07.2019
AppleCare Team Manager
Apple
02.2016 - 07.2019
AppleCare Advisor
Apple
08.2013 - 02.2016
Copy & Print Center Manager
Staples
01.2009 - 08.2013
Bachelor of Arts - Theater Arts/ Theater Management
New Mexico State University
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