Alejandra Zúñiga Miranda

Experience

• 

  Hewlett Packard Enterprise

  Dec 2009 - Apr 2017

  - Oversaw the IT Customer Care quality assurance and continous improvement programs.- Oversaw goal alginment, performance, and development of the IT Customer Care global quality assurance team. - Led cross-functional partnerships with internal and external support functions, service operations, and specialists to deliver continous improvement and quality goals.- Designed support processes for delivering IT Customer Care services to HP Inc & Hewlett Packard Enterprised.- Designed service support for MyIT PC, IT Kiosk, IT Customer Care Escalations, and IT Customer Care voice & chat channels.- Oversaw the service readiness and change management for supporting IT Customer Care operations during HP split.- Built and implemented ITIL v3 service support framework in the IT Customer Care organization.- Built the global IT Customer Care Quality Assurance program and improved customer satisfaction from ~63% to 87% within a 12-month period. Show less

  • IT Asset Manager

    Apr 2016 - Apr 2017

  • IT Customer Care Quality Lead and Continuous Service Improvement Specialist

    Dec 2009 - Apr 2016
• 

  DXC Technology

  Apr 2016 - Apr 2018

  IT Hardware and Software Asset Manager

  - Oversaw asset life cycle administrative activies for both hardware and software assets for Enterprise Service accounts and internal Enterprise Cloud account.- Oversaw the process for accurate tracking of Software License Management, management of license entitlements, renewals, counters, support, and end of service.- Oversaw and coordinated efforts to ensure financial reconciliation and asset tool consumption targets for fixed and leased assets were met. Exceeded financial reconciliation and compsumption metrics.- Oversaw data quality of asset repository compliance with organization's targets.- Oversaw the work and performance of IT Asset Analysts to ensure they delivered on account goals, metrics, projects and standards. Show less

• 

  Amazon

  Apr 2018 - now

  - Oversee and execute efficiency roadmap for internal Projects team (former PMO), as well as standardization of project templates.- Manage and support project, program, and change management activities for complex service delivery process changes, service expansions & transitions.- Oversee performance & development of HR support team managers, HR Specialists, and project coordinators.- Drive and execute vision in service delivery for tier II and Specialists (2020-2022).- Drive and oversee process improvement projects and JDIs with cross-partner teams to enhance the customer experience and Fist Contact Resolution (FCR), repeat & misrouted contacts, reduce aging cases, and improve customer satisfaction. - Oversee and own WBR and MBR write ups and compilation.Key achievements:- 30% manual work reduction in Projects team work through project tool & template introduction- Oversaw coordination of organization's project intake and project portfolio mechanisms- Oversaw service readiness for the implementation of global live support team for time & attendance employee inquiries.- Drove process & service readiness for new self-service live support tool implementation- Achieved 10% reduction of frequent fliers improving first contact resolution metrics.- Oversaw aged case reduction goal for pay-related inquiries increasing time to resolve metrics.- Oversaw the creation of tier II HR support team foundational training plan.- Developed and promoted four HR Specialists into Sr. Specialist roles.- Oversaw the HR Specialist POD lead implementation to professionalize specialists per knowledge area including redefinition of roles & responsibilities.00- Oversaw service readiness for high employee-impact policy & process changes. Show less - Oversaw the performance & development of content editors within the Global HR Content team.- Oversaw day to day deliverables for direct reports assigned tasks/projects.- Oversaw and collaborated with content intake triage mechanism, including revamping triage process- Managed complex global, cross-functional change projects, service expansions/transformations, and strategic content changes.- Created/updated internal team SOPs for standard content experience.- Participated in the creation of a content governance framework.- Oversaw the content clean up effort and built the strategy to drive it forward.- Built the content strategy to support the implementation of RPA products to enable self-service for employee data management. Show less

  • Change Management & Communications Specialist

    Jul 2023 - now

  • HR Group Manager & Program Manager

    Nov 2019 - now

  • Manager II Content Strategist

    Apr 2018 - Nov 2019