Willow Aguiar
New Bedford,MA
Summary
Experienced in driving team success through effective coaching and motivation, resulting in increased financial profitability, operational efficiency, and customer satisfaction. Demonstrated ability to consistently meet organizational objectives. Possess excellent interpersonal skills, enabling seamless collaboration with colleagues in supervisory and support staff roles.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Program Manager, Global Professional Services Strategy & Business Operations
Pure Storage
03.2023 - Current
- Drive strategic initiatives and operational excellence within Pure Storage's Professional Services division.
- Lead cross-functional projects to improve business processes and service delivery.
- Develop and execute business strategies, performance metrics, and operational frameworks.
- Enable scalability of professional services offerings to support business growth.
- Focus on data analysis, process optimization, and continuous improvement.
- Play a pivotal role in positioning Pure Storage's Professional Services for sustained growth and success.
- Engaged with customers, partners, and constituent groups to create positive, trusting, and professional relationships.
Service Account Manager - Pure Storage
CMK Resources, Inc.
05.2022 - 03.2023
- Manage key customer accounts, ensuring exceptional service delivery and support for Pure Storage solutions
- Serve as the primary point of contact for clients, addressing their service needs and resolving escalations
- Build and nurture long-term relationships with enterprise customers to drive satisfaction and loyalty
- Collaborate with cross-functional teams to ensure seamless service operations and solution delivery
- Provide expert guidance on Pure Storage products, helping clients optimize usage and maximize ROI
- Analyze customer data to identify trends and opportunities for improvement, driving both business growth and service enhancements
- Lead efforts to improve customer satisfaction by implementing proactive support measures and continuous improvement initiatives
- Act as a trusted advisor to customers, ensuring their success with Pure Storage's professional services and solutions.
Senior Advisor, Services Account Manager, West
Dell EMC
10.2018 - 04.2022
- Support Penetration and Business Development
- Organically grew enterprise penetration of ProSupport Plus 150% in my account base and grew client penetration by 46% in the same two year period
- Improved customer NPS responses around service and support including turning 3 detractor accounts into promoters over a 6 month period
- Provide customers with experiential knowledge and information on selecting the correct products and services to meet the customer business driven needs
- Provide reports, analysis, and information to help make informed and data driven decisions about internal processes and procedures, product acquisition and retirement, and day to day operational excellence
- Create and foster ongoing relationships with account executives and customers to ensure service experiences are optimized
- Successfully taken multiple CIO escalated situations and coordinated responses, resources, and engagements to de-escalate and turn CIOs into promoters of Dell
- Successfully mentored 4 new hire Service Account Managers from day 1 to taking on accounts
Senior Advisor, Technical Program Management
Dell EMC
08.2016 - 10.2018
- Engineered and designed processes and procedures to ensure that the customer experience went as expected and adjusted as issues were found to continuously improve these leading to a 20 point increase in product Net Promoter Score
- Saved $1M in inventory carry costs, labor costs and project overages by leading the development of end-to-end cost, process and efficiency gains
- Established new technology relationships with key partners to enable the delivery of a cross industry, first to market, solution for agile application developers
Senior Manager, Services Leadership Development Program
Dell EMC
05.2013 - 09.2016
- Global Services Leadership Development Program Lead
- Led a global program designed to take recent undergraduate and MBA students and foster their internal knowledge of EMC by completing 4 different functional development opportunities within Global Services
- Developed, managed, and presented a curriculum to show associates that management and leadership together create successful business organizations and are important keys to driving a successful project, division, or organization
- Managed a budget of $4M annually including travel and expense, hiring and salary profiles, and quarterly P&L reviews.
Manager, Product/Support Operations
Dell EMC
09.2010 - 05.2013
- Lead a team of program and consultants focused on driving annual reductions and product improvements responsible for $2M a year in cost reductions, product and process improvements designed to help alleviate P&L pressures and improve the top and bottom lines for Global Services
- Created multiple frameworks and processes that when standardized across the Global Services organization led to a 10% improvement in employee productivity and a reduction of almost 400,000 hours a year in labor
- Propelled a newly introduced product from 99.9% uptime and customer reliability to 99.9999% uptime and customer reliability through deep dive analysis of technical support cases and with cross functional collaboration with engineering
- Designed and led teams to restructure and improve team layout and assignments to enable intelligent swarming which creates synergies between engineers allowing them to work collaboratively on cases that involve multiple technical elements driving down time to resolution of the case by 20%.
Technical Support Engineer
Dell EMC
09.2008 - 09.2010
- Technical Support Engineer
- Responsible for taking incoming calls from products with issues and diagnosing, resolving, or escalating issues
- Maintained the highest rate of successful closure and case acceptance rates among engineers
- Assisted with projects and programs related to call flows and employee effectiveness
- Wrote, approved, and deployed knowledge base solutions to enable other engineers to handle issues more effectively on first touch.
Customer Service Technician - EMC Corporation
TAC Worldwide (TACENG)
10.2007 - 09.2008
- Customer Service Technician
- First touch contact for customers having issues with their hardware or software
- Provide world class customer service by assisting customer in finding the correct support group or connecting them to groups responsible for open cases
- Created the first Accelerated Service team to enable customers to do self-repairs on systems capable of supporting themselves alleviating 10% of the call flow going to L1 technical support organizations.
Teller Manager
Eastern Bank
05.2007 - 10.2007
- Responsible for managing the daily operations of the Teller staff
- Ensures compliance with bank policies and procedures
- Under guidance of Branch Manager administers oral and written corrective actions as necessary, develops and delivers performance evaluations, plans and administers salary actions
- Conducts regular staff meetings
- Monitors Teller difference records
- Maintains attendance records and vacation schedules
- Manages Teller resources to minimize customer wait time
- Coaches, counsels, trains, and develops current and new staff members to increase efficiency and enhance productivity
- May perform daily Teller functions part of the time.
Teller/Senior Teller
Citizens Bank
08.2006 - 05.2007
- Coordinates and oversees scheduling and workflow of Teller staff
- Ensures staff compliance with bank policies and procedures
- Trains and coaches teller staff as needed
- Ensures appropriate branch cash supply, orders currency, prepares currency shipments, verifies money shipped to the branch
- Opens and closes vault daily, controls cash in vault, distributes daily cash to Tellers
- Approves Teller transactions as appropriate
- Supervises branch proof, teller recap, and reporting
- Meets teller sales referral goals and actively participates in sales promotions.
Education
Bachelor of Science - Operations Management
08.2025
Associate of Science - General Business
05.2013
Skills
- Strategic Planning
Operations Management
Resource Management
Program Improvement
Data Analytics
Customer Acquisition
Customer Empathy
Cross-Functional Collaboration
Certification
Lean Six Sigma Green Belt
ITIL Foundations v4
Certified Scrum Master
Timeline
Program Manager, Global Professional Services Strategy & Business Operations - Pure Storage
03.2023 - Current
Service Account Manager - Pure Storage - CMK Resources, Inc.
05.2022 - 03.2023
Senior Advisor, Services Account Manager, West - Dell EMC
10.2018 - 04.2022
Senior Advisor, Technical Program Management - Dell EMC
08.2016 - 10.2018
Senior Manager, Services Leadership Development Program - Dell EMC
05.2013 - 09.2016
Manager, Product/Support Operations - Dell EMC
09.2010 - 05.2013
Technical Support Engineer - Dell EMC
09.2008 - 09.2010
Customer Service Technician - EMC Corporation - TAC Worldwide (TACENG)
10.2007 - 09.2008
Teller Manager - Eastern Bank
05.2007 - 10.2007
Teller/Senior Teller - Citizens Bank
08.2006 - 05.2007
University of Massachusetts - Dartmouth - Bachelor of Science, Operations Management
Community College of Rhode Island - Associate of Science, General Business
Lean Six Sigma Green Belt
ITIL Foundations v4
Certified Scrum Master
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