Tricia Trujillo
Brighton,CO
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency while increasing customer satisfaction. Uses independent decision-making skills and sound judgment to positively impact the success of the organization.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
E-470 Public Highway Authority
10.2021 - Current
- Responsible for the the day to day operations in support of key contracts for Customer Experience.
- Manage annual Operations budget process and responsible for oversight of over 95% of the Operations budget.
- Responsible for managing the Operations contracts and relationships, which include but not limited to: Contact Center, Image Processing, DMV, Print and Postage, transponders and Voice of the Customer.
- Lead and track operational projects to successful completion.
- Monitor key metrics that help guide and identify areas to optimize and improve within the contact center and operations.
- Manage operational projects to ensure they stay on track, within budget and deliver the expected outcome.
- Provide professional development for direct staff and other team members.
Operations Analyst
E-470 Public Highway Authority
09.2019 - 10.2021
- Coordinated and managed 95% of the Operations Budget.
- Managed and optimized the ExpressToll Customer Rewards Program.
- Responsible for maintaining content on the ExpressToll website.
- Tracked and analyzed transponder inventory. Responsible for relationship with the vendor and accurately forecast and create annual order.
- Reviewed and audited monthly invoices for the contact center, image processing, print and postage and DMV services.
- Analyzed vendor activities an performance by tracking, measuring and reporting.
- Assessed operational performance to identify areas for improvement. Completed an assessment that provided areas fo opportunity and implemented all of the quick wins within 3 months.
- Developed performance metrics to evaluate operations effectiveness, enabling continuous improvement initiatives.
- Assisted with RFP to select DMV vendors.
- Collaborate in cross departmental working sessions when implementing new projects or processes.
Operations and Tolling Services Coordinator
E-470 Public Highway Authority
01.2016 - 09.2019
- Responsible for managing and coordinating all meetings for Operations and Tolling Services.
- Build and maintain relationships with external business partners and provide support when needed.
- Manage and track the department’s budget and contracts. This includes all accounting, leading the annual budget process and completing an analysis for print & postage and DMV expenses.
- Track all crashes, perform analysis and present the results to the board.
- Lead the ERC committee to reinforce and instill our organizations values.
- Participate and contribute in cross departmental working groups to establish and implement efficiencies for the organization.
- Assist with communication efforts by developing content for monthly messaging and maintaining the website to ensure content is up to date.
- Co-lead and contribute to the Good Guys Foundation and the Transportation Safety Foundation by coordinating events and leading the Transportation Safety Foundation grant selection process.
- Coordinated department and organizational wide events
- Collected and analyzed business data from various departments to prepare reports and presentations for management and stakeholders.
Contact Center Trainer
Parsons Brinkerhoff
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 m mentor group to help develop employees and reduce employee turna
Help Desk/Customer Service/Rental Contact
Parsons Brinkerhoff
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
- Vendor Management
- Budget Management
- Planning and organizing
- Reporting
- Trainers Certificate
- Conflict Management
- Project Management
- Communication
- Lean Six Sigma Yellow Belt
- MS Office
- Problem Resolution
- Customer-focused
- Call Center Operations
- Workforce Management
- Escalation Handling
Timeline
Customer Service 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
Bachelor of Science - Business Administration And Management
Western Governors University
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