Susanna Haro

About Susanna Haro

I lead global IT support operations that keep large enterprise workforces productive and connected.Currently, I oversee a 24/7 service desk supporting users, directing a hybrid workforce of 70+ analysts across internal teams and vendor partners, and scaling operations to 200+ analysts during major incident response events. My focus is building high-performing teams while improving operational efficiency through automation, data-driven decision making, and scalable support models.I’m a people-first leader with 15+ years of experience building teams grounded in empathy, accountability, and cross-functional collaboration. I believe that when teams feel supported, seen, and empowered, everything else - performance, retention, and customer satisfaction - follows.Throughout my career, I’ve focused on creating cultures where people thrive and processes evolve. I’ve led initiatives that improved morale, strengthened retention, and delivered measurable improvements across key metrics such as first-contact resolution, service performance, and operational efficiency.I’ve also led teams through major incident events that drove 600% spikes in support demand, where rapid coordination, workforce scaling, and clear communication were critical to maintaining service continuity.My experience spans enterprise service desk leadership, contact center operations, incident management, and automation initiatives, leveraging technologies such as ServiceNow, AI-driven knowledge systems, and modern telephony platforms.I’m at my best when solving complex operational challenges, building strong cross-functional partnerships, and bringing clarity and momentum to fast-moving environments.

Experience

1. Talent Ambassador

   United Airlines

   Oct 2022 — Present · Chicago, IL, US

   Lead talent initiatives to attract, develop, and retain diverse talent across the organization, contributing to a more inclusive workplace culture.• Design and manage a mentoring program that fosters professional development, supports career growth, and strengthens cross-functional collaboration.• Partner with recruiting teams to elevate employer branding and promote BRG (Business Resource Group) initiatives to prospective candidates.• Collaborate with senior leadership to align BRG goals with enterprise-wide diversity, equity, and inclusion (DEI) strategies.• Champion employee engagement, driving increased participation and visibility in BRG-led programs and company-wide initiatives.

Education

• Morton College

  Associate's degree

• Eastern University

  Bachelor of Business Administration - BBA, Business Administration and Management

Skills

• Online Advertising
• Cold Calling
• Spanish
• Non-Profit Fund Development
• Customer Service
• Non-Profit Volunteering
• Non-Profit Board Leadership
• Microsoft Office
• Sales
• Html
• Strategic Planning
• Sales Management
• Management
• Team Building
• Project Management
• Call Center Administration
• Social Networking
• Nonprofit Management
• Social Media Marketing
• Public Speaking
• Customer Support
• Confidentiality
• Non-Profit Board Development
• Leadership
• Non-Profit Leadership
• Event Planning
• Marketing Communications
• Interpersonal Communication
• Social Media
• Process Improvement
• Marketing