Alexandra Diaz

Experience

• 

  Macy's

  Apr 2009 - Mar 2018

  Lead 135 associates and 5 executives to ensure elevated service is provided to cardholdersImproved customer satisfaction survey results through key initiatives implemented to focus on customer satisfactionCollaborate with cross-functional groups and key stakeholders of Bloomingdale’s organization to implement key customer service initiatives:o LUXE Client Pilot: Reward and service Bloomingdale’s top-500 spend clientso Retail Clients: Motivate and empower direct-level managers to help teams drive productivity and positive customer satisfaction survey results through top tier level quality Show less • Oversee 200+ associates, 7 executives, within a $5 MM operation. Directed functions involving operations management, vendor relationship, and contract negotiation. • Served as Project Director for Authorizations in credit conversion from Macy’s credit platform to First Data/CITI credit platform. o Formulated authorizations strategies to ensure minimal disruption to the customer, developed business and functional requirements, documented authorizations processes, consulted frequently with vendor, created test plans, and documented policies and procedureso Highlights included: Ensured compliance with Credit Card Act, increased authorizations approval rate and reduced call volume• Established partnerships with key stakeholders from Finance, Work Force Management, Risk, Fraud and CITI bank to help drive initiatives to reduce referral rates (100 bps), improve productivity and reduce service levels Show less • Revamped Leave of Absence (LOA) administration process from paper and phone intake process to self-service online process within Macy's employee portalo Reduced leave of absence administration staff from 50 to 25 agents o Received “Perfect” internal audit rating for Leave of Absence processing and compliance of FMLA regulations and internal procedures (2011 & 2012)o Improved process turnaround time by 66% • Established strong relationships with multiple human resource groups: Americans with Disability Act office, Worker’s Compensation, Legal team, Labor Relations, and Benefits• Improved service levels by 33% by creating more efficient forecasting, budgeting and staffing models• Created phone skills and vectors to ensure proper phone routing to subject matter experts by regions Show less • Managed staff of 25 credit authorizations agents to ensure the delivery of outstanding service to customers. Created and analyzed reports to identify call volume trends and key performance indicators status. • Became a subject matter expert in the credit algorithm systems when developing the program specifications, testing, and implementation of TRIAD, a credit risk authorizations system • Realized annual savings of $70K through reduced call volume by designing an automated phone system to assist pre-pay credit employees in calculating payment• Held Intensification Seminars at two underperforming regions in Tennessee to assist in reaching new account application volume goals• Accountable for the operation of the domestic auditing team and the collections operations team in India (HCL Technologies). • Gained global experience when managing key performance indicators for international partner center• Provided domestic agents with audit feedback to ensure agents followed standard operating procedures and the Fair Debt Collection Practices Act• Created and presented an Executive Development proposal to the Board of Directors regarding an automated check payment enhancement in the interactive voice response unit; estimated annual savings of $252K Show less

  • Director Of Customer Service

    Apr 2017 - Mar 2018

  • Director Of Credit Operations

    Jan 2013 - Apr 2017

  • HR Administration Director, Leave of Absence

    Jun 2010 - Dec 2012

  • Operations Manager

    Apr 2009 - Jun 2010
• 

  PwC

  Mar 2018 - now

  Global Collaboration Product Owner for Low Code No Code products at PwC. Developing and executing enablement strategies, working with vendors to provide the best user experience for low code products. Senior Program Manager in Business Change & Technology, Chief of Staff Team. Global Technology role. Application Support Vendor Management and Liaison for Business Stakeholders to escalate urgent issues with Partner’s applications. Analyze data to influence application enhancements and project roadmaps. Application owner for portfolio management.

  • Product Manager

    Oct 2022 - now

  • Sr. Program Manager

    Jan 2020 - Sept 2022

  • US Tehnology Service Manager

    Mar 2018 - Jan 2020