Amanda Urena

Experience

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  University of Pennsylvania

  Aug 2009 - May 2010

  Information Technology Advisor

  •Set up computer systems for college house students•Handled computer and internet problems that existed through troubleshooting methods•Recorded the status of each of the computers that were dealt with in an online tracking system

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  Hill College House Services Center

  Sept 2009 - May 2010

  Clerk

  •Tracked items sold and other activities performed inside the services center logbook•Organized packages and letters to be directed to current residents as well as past residents

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  Penn Arts Program

  Jan 2010 - Jan 2010

  Leader

  • Organized arts related events• Guided students throughout Philadelphia and the University of Pennsylvania campus discussing different art styles

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  Foot Locker

  Jun 2010 - Aug 2010

  Cashier and Visual Analyst

  • Provided customer service through cash collection, paperwork processing, store design, and other requests• Delegated responsibilities to sales team to maintain store appearance and effective customer service

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  Godiva Chocolatier

  Jun 2010 - Feb 2011

  Sales Associate

  • Worked towards daily sales goals ranging from $100 to $500 through customer service transactions• Monitored store product provisions and efficiently replaced products that were high in demand

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  WQHS Radio Station

  Sept 2010 - Jan 2013

  Program Director and Disc Jockey

  • Launched radio show schedules including artist interviews, ticket giveaways, live room events and advertisements• Improved station quality by establishing disc jockey point tracking system through Microsoft and Google excel• Advised DJs and other Board Members on increasing station awareness and equipment maintenance• Designed new training schedule to improve DJ satisfaction as well as increase quality of programs• Conferred with non‐profit organizations on fees in exchange for advertisements on the radio• Planned radio show set-list and advertising. Show less

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  High Rise N' Shine Cafe

  Sept 2010 - May 2013

  •Manage a staff of 17 baristas•Coordinated with new and previously established vendors to maintain delivery timeliness and café inventory• Created an inventory tracking system to identify customer needs for future purchases• Planned promotional events to garner new customers, retain customers, and increase basket size• Arranged staff meetings to train, encourage staff collaboration, and increase job satisfaction• Organized pseudo‐kanban system of stocking for more efficient product ordering and usage of staff work time Show less

  • Cafe Manager

    May 2011 - May 2013

  • Cafe Barista/ Manager in Training in Rodin College House Cafe

    Sept 2010 - May 2011
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  Architech Solutions

  May 2011 - Aug 2011

  Staffing Specialist

  • Negotiated with candidates for Full‐Time and Contract positions earning $180,000 in projected revenue• Developed new leads for government and commercial clientele in need of BPM recruiting services• Provided procedural manual focused on sales, social media, and recruiting practices.• Researched DCAA compliant time tracking systems for procurement• Designed company documents including organizational chart, IT project structures, submittal forms, etc.• Established online referral system to increase website traffic and probability of successful placements Show less

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  Altruette

  Sept 2011 - Dec 2011

  Consultant

  • Performed market research and competitive analysis in the jewelry, philanthropic, and charms markets• Created a brand pyramid identifying Altruette’s core competencies to refine brand management strategies• Devised a marketing communication plan intended to increase sales through website specifications and targeted ads

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  Hidden

  Dec 2012 - Nov 2014

  Recruiting Sourcer

  SOURCED 1300 QUALIFIED PROSPECTS AND HELPED PLACE 10 CANDIDATES-Harvested resumes by dispatching position details to top firms and schools -Searched and screened candidates in both technical and managerial roles-Simplified applicant details for managers to sustain movement in pipeline

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  Macys.com

  Jul 2013 - Feb 2015

  Merchant Assistant in Ready-to-Wear Petites

  BUYING AND MANAGING ONLINE EXPERIIENCE FOR 11 PETITE VENDORS ONLINE-Analyzed Omni data reacting with buying, pricing, and site modifications-Assembled analytics reports regularly and recap business trends ad-hoc-Planned assortment and write buys for casual petites vendors-Drafted purchase orders and assessed best sellers to re-order with open to buy-Managed ad samples and negotiated alterations in shipping/cost for delays-Monitored shipping and recorded changes in assortment plans for forecasts -Ensured product was being featured through several marketing initiativesPROJECTED GROWTH FOR PETITES ON BLACK FRIDAY (BF) -Headed BF for Petites by partnering cross-functionally and facilitating projects-Forecasted BF sales and strategically priced for holiday eventsENHANCED CUSTOMER EXPERIENCE AND REDUCED COST -Designed work flow collaborating with counterparts to meet deadlines -Planned photo budget reducing redundant expenditures-Modified processes to yield more productive inventory and reduce site errors Show less

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  Macy's

  Feb 2015 - Jul 2015

  Digital Assistant Merchant II in Missy Active & The North Face

  GREW MISSY ACTIVE ONLINE BUSINESSES-Planned online price strategy to optimize omnichannel sales and margin -Managed an assistant to ensure execution of photography workflow-Analyzed customer, sales, and site data to execute site enhancements

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  Shoptiques.com

  Jul 2015 - Aug 2016

  Senior Customer Experience Manager & Team Lead

  Focus on operations improvement-Predicted inbounds & scheduled team to level out workload based on heijunka-Formed policies and process maps supporting customer base & 5000+ partners-Built logic in Salesforce reducing waste and beat productivity goal +18%-Liaised with Boutique Support building issue reporting & troubleshooting systemFOCUSED ON TOTAL QUALITY MANAGEMENT RAISING QUALITY SCORE-Defined guidelines around customer interactions with feedback mechanism-Tested quality and reported on issues and site improvement opportunities-Trained team on social psychology techniques to diffuse difficult situations STRATEGIZE OUTREACH CAMPAIGNS GROWING REPEAT CUSTOMER BASE-Devised marketing experiments & personalized tactics with output Show less

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  FCTRY

  Oct 2016 - Mar 2020

  • Operations Manager

    Dec 2017 - Mar 2020

  • Project Manager

    Oct 2016 - Dec 2017
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  PiperWai

  Mar 2020 - Mar 2020

  Chief of Staff (Consultant)
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  Integra Managed Care

  Apr 2020 - Jul 2022

  Care Management Operations Specialist
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  Elevance Health

  Jul 2022 - now

  • Manager, GBD Special Programs

    Dec 2022 - now

  • Government Business Division Senior Operations Analyst

    Jul 2022 - Dec 2022