Tricia Trujillo
Brighton,CO
Summary
Customer experience leader with a strong history of streamlining operations and enhancing customer satisfaction. Expertise in strategic planning, vendor management, and cross-functional collaboration drives measurable results. Proficient in leveraging data-driven insights to optimize processes and promote continuous improvement. Committed to achieving excellence in customer service while fostering operational efficiency.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
E-470 Public Highway Authority
Aurora, CO
10.2021 - Current
- Strategically manage day-to-day operations for customer service and pivotal vendor contracts, enhancing customer satisfaction and operational efficiency
- Manage and forecast the Customer Experience budget, ensuring accurate financial planning, cost management and alignment with strategic objectives. .
- Develop and monitor KPIs across customer service and operations, driving continuous improvement initiatives and aligning metrics with organizational objectives.
- Lead operational projects from inception to completion, ensuring on-time delivery, budget adherence, and achievement of targeted outcomes.
- Provide leadership and mentorship to direct reports, cultivating a collaborative, accountable environment that promotes continuous development and aligns with organizational objectives
Operations Analyst
E-470 Public Highway Authority
Aurora, CO
09.2019 - 10.2021
- Coordinated and managed 95% of the Operations Budget.
- Managed and optimized the ExpressToll Customer Rewards Program.
- Successfully forecasted and managed transponder inventory, avoiding supply chain disruptions.
- Reviewed and audited monthly invoices for the contact center, image processing, print and postage and DMV services.
- Analyzed vendor performance through reporting, driving accountability and improved service quality..
- Completed a comprehensive operations assessment, delivering and executing actionable recommendations within three months
- Created and implemented performance metrics to track and enhance operational efficiency.
- Supported procurement processes, including RFP development, to secure key vendor partnerships.
- Partnered with marketing and communications teams to update website content, ensuring clear and engaging customer information.
Operations and Tolling Services Coordinator
E-470 Public Highway Authority
Aurora, CO
01.2016 - 09.2019
- Managed and coordinated all Operations and Tolling Services meetings.
- Built and maintained relationships with external partners, providing support as needed.
- Oversaw department budget and contracts, led the annual budget process, and analyzed print, postage, and DMV expenses.
- Tracked and analyzed crash data, presenting findings to the board.
- Led the ERC committee to reinforce organizational values and coordinated company-wide events.
- Contributed to cross-departmental initiatives to improve organizational efficiencies.
- Developed content for monthly communications and ensured website content was up-to-date.
- Co-led the Good Guys and Transportation Safety Foundations, coordinating events and managing the grant selection process.
- Analyzed business data to prepare reports and presentations for management and stakeholders.
Contact Center Trainer
Parsons Brinkerhoff
Aurora, CO
02.2014 - 01.2016
- Refined, managed and delivered all new hire and refresher trainings.
- Developed and documented a structured training and mentor program to develop employees and increase retention.
- Performed quality assurance testing on all TCS software builds.
- Monitored and enforced PCI guidelines
- Communicated and enforced changes across the contact center to ensure contractual terms were met.
- Trained and mentored to support employee development and reduce attrition.
Help Desk/Customer Service/Rental Contact
Parsons Brinkerhoff
Aurora, CO
06.2010 - 02.2014
- Provided excellent customer service and handled escalated customers
- Monitored quality assurance through recordings, live monitoring, and side by sides and provided coaching
- Managed commercial and rental accounts, credit card charge backs, customer refunds and processed disputes
- Streamlined the Call Center Management inbox to ensure that escalated issues were resolved in a timely manner
- Processed lockbox, mail bundles, NWP reversals, emails and other various projects as assigned.
- Applied effective time management techniques to meet tight deadlines.
Education
Bachelor of Science - Business Administration and Management
Western Governors University
01.2020
Skills
- Strategic Planning & Execution
- Vendor & Budget Management
- Customer Experience Optimization
- Team Leadership & Development
- Data-Driven Decision Making
- Call Center Operations
- Marketing & Communications Collaboration
- Performance Metrics & Reporting
- Conflict Resolution & Problem Solving
Certification
- Trainers Certificate
- Lean Six Sigma Yellow Belt
- Workforce Management Certificate
- Customer Experience Certificate - In Progress
Timeline
Customer Experience Manager
E-470 Public Highway Authority
10.2021 - Current
Operations Analyst
E-470 Public Highway Authority
09.2019 - 10.2021
Operations and Tolling Services Coordinator
E-470 Public Highway Authority
01.2016 - 09.2019
Contact Center Trainer
Parsons Brinkerhoff
02.2014 - 01.2016
Help Desk/Customer Service/Rental Contact
Parsons Brinkerhoff
06.2010 - 02.2014
- Trainers Certificate
- Lean Six Sigma Yellow Belt
- Workforce Management Certificate
- Customer Experience Certificate - In Progress
Bachelor of Science - Business Administration and Management
Western Governors University
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