Wandy Peguero
RIVERVIEW,FL
Summary
Veteran Director of Support with top-level skills in relationship building. Likeable personality and customer-focused background coupled with expertise in communication and leadership. Always ready to collaborate and tackle new challenges & build mission & vision aligned success.
Overview
12
12
years of professional experience
Work History
Director of Support
UpTogether
Oakland, CA
07.2019 - Current
- Established UpTogether's Support Team from the ground up by implementing new technologies such as intercom, Aircall, and Boostlingo.
- Introduced 3 new support channels, chat, phone, and SMS (text).
- Own, track and report on key performance metrics.
- Understood use cases and workflows to continually assess systems, best practices, tool quality and suggested areas of improvements.
- Contribute strong, data-backed feedback into product engineering, technical enablement, operational policies and workflows.
- Develop and maintain strong partnerships with business operation teams to inspire change within defined processes and workflows.
- Train new employees on proper protocols and customer service standards.
- Assist in recruiting, hiring and training of team members.
- Train and guide team members to maintain high productivity and performance metrics.
- Handle problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Director of Operations
UpTogether
Oakland, CA
02.2012 - 06.2019
- Oversaw day-to-day production activities in accordance with business objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented and revised operational policies and guidelines.
- Monitored office workflow and administrative processes to keep operations running smoothly.
Family Liaison
UpTogether
Oakland, CA
02.2010 - 01.2012
- Supported the launch of the Boston FII site by recruiting and onboarding families.
- Built and maintained strong working relationships with family participants so much so that they felt comfortable sharing detailed and personal life experiences.
- Attended monthly group meetings as well as individual quarterly meetings in an effort to fully document family challenges and successes.
- Evaluated data provided by families in an effort to identify resources the organization could potentially offer family as they worked to improve their social & economic lives.
- Regularly attended external meetings and events where I would speak about the organizational goals, mission and vision.
Education
No Degree - SQL Basics
Coursera
OnlineAssociate of Arts - Business Administration And Management
Bunker Hill Community College
Charlestown, MA05.2015
Nonprofit Management And Leadership - Nonprofit Management And Leadership
Boston University - Institute For Nonprofit Management And Leadership
Boston, MA05.2013
Graduate - Information Technology
Year Up
Boston, MA01.2010
Skills
- Strong Management experience
- Strong interpersonal and problem solving skills
- Excellent written and verbal communication skills, fast learner, team player
- Facilitative Leadership Training at Interaction Institute for Social Change
- Proficient in Microsoft Office (Word, Excel, Outlook, Power Point, Access and Visio)
- Customer Support
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Director of Support
UpTogether
07.2019 - Current
Director of Operations
UpTogether
02.2012 - 06.2019
Family Liaison
UpTogether
02.2010 - 01.2012
No Degree - SQL Basics
Coursera
Associate of Arts - Business Administration And Management
Bunker Hill Community College
Nonprofit Management And Leadership - Nonprofit Management And Leadership
Boston University - Institute For Nonprofit Management And Leadership
Graduate - Information Technology
Year Up
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