Jacqueline Herrera

Experience

• 

  Alienware

  Jun 2006 - Sept 2008

  Customer Service back up team lead

  Agente servicio al cliente, tech support y order processing.

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  Northstar media

  Nov 2008 - Feb 2009

  Customer Service Representative

  Support agent and deposit options rep

• 

  Dataminers

  Mar 2009 - May 2013

  Customer support staff team leader
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  Amazon

  Nov 2013 - now

  -Single-threaded owner responsible for the planning, execution, and delivery of straightforward projects related to an existing technology known as Amazon Connect.-Use of Change management strategies for MENA voice launch. - Apply project management best practices to make the team you work with more efficient.- Understand a broad range of analytics techniques and know how (and when) to use them- work backwards; starting with customers and stakeholders. Work to understand their needs/problem(s) and provide this business context to engineers- Define project requirements and work to clarify the technical implementation by driving design discussions.-Establish milestones and drive sensible deadlines. -Manage project communications and may serve as the first point of contact for team projects.- Ensure the right information about the state of a project is delivered to the right audience at the right time (e.g., status reports, metrics reports, etc.).--Clearly articulate scope, timeline, owners, risks, and the steps to mitigate those risks at each stage. عرض أقل

  • Workforce Manager

    Apr 2023 - now

  • Program Manager

    Jun 2020 - Apr 2023

  • Global Expansion Program Manager

    Apr 2020 - Apr 2023

  • Workforce Manager

    Jun 2018 - Apr 2020

  • Workforce Analyst

    Dec 2016 - Jun 2018

  • Customer Service Team Manager

    Jul 2014 - Dec 2016

  • Customer Service Associate

    Nov 2013 - Jul 2014