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Julian Donado
Senior Manager, Operations and Customer Excellence @Odeko
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WORK HISTORY
Senior Manager, Operations and Customer Excellence @Odeko
Deliver strategic leadership for customer support operations with team of 15 for distributor of supplies to small local coffee shops across U.S. Manage customer support team of 15 to deliver all training and onboarding of operations leaders and customers. Solve complex customer issues while leveraging data to identify trends and areas to drive improvements in customer satisfaction in collaboration with cross-company teams. Coordinate resources, labor, and financial requirements between operations team, third-party auditors, and C-suite. Create gearing ratio to ensure optimized staffing in relation to budgeted headcount.• Achieved 97% increase in inventory accuracy in 3 months by creating inventory count processes• Increased bin accuracy for 2 lowest performing sites by creating robust recovery plan and delivering targeted training sessions over 4 days • Enabled 5 company acquisitions by delivering virtual and on-site training on company practices, processes, and systems to new customers • Reduced failed payments and collections in partnership with Finance• Boosted CSAT score, reduced ticket close out time, and reduced first response time in 6 months by restructuring customer support team into 2-tiered regional organization
EDUCATION
Duquesne University
Bachelor’s Degree
SKILLS
ABOUT JULIAN DONADO
Senior Leadership @ Odeko | Customer Excellence Operations | Advocate of Change & Learning
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