Suzie Silva

About Suzie Silva

At Altair Global, our team\'s commitment to innovation in global mobility has led to surpassing key performance metrics, driven by my expertise in process efficiency and client service excellence. The role demands a dynamic approach to problem-solving, where enhancing service delivery and talent development are paramount, reflecting my mission to empower clients and colleagues.With a proven track record in managing complex operations and client interactions, the focus is always on meeting and exceeding service level agreements. This dedication, coupled with strategic thinking and a leadership style rooted in transparency, positions our team to not only achieve but to redefine industry standards in customer experience.

Experience

1. Global Operations Manager Customer Experience

   Altair Global

   Nov 2021 — Present · Walnut Creek, CA, US

   Advanced knowledge of key global mobility lifecycle processes and methodologies includingcritical thinking and problem-solving• Finding solutions to complex problems• Finding efficiencies and automation opportunities, ensuring every process is documented, and more importantly that each process step adds value• KPIs, SLAs, goals, and metrics drive and motivate me, and have a proven track record of meeting and exceeding those goals• Developing talent with openness and vulnerability• Manage the day-to-day Global Operations Team to provide exceptional service in client interaction • Monitor all work and project activities of the team to ensure Service Level Agreements (SLAs) are met• Manage client requests and projects, while balancing the daily workloads of the team• Learn and utilize knowledge about clients, market, and technology to assist employees with delivering exceptional customer service experience and determining troubleshooting options as needed• Partner with Learning and Development department to coordinate the training and development of team members• Work through queries requiring root cause analysis and providing end-to-end solutions, contribute to improving the processes• Manage a full suite of global mobility vendors with a focus on performance management, accountability, escalation & exception protocol, and relationships

Education

• Patten University

  Bachelor's Degree, Management and Leadership

• Saddleback College

  Working towards, Business Administration and Management, General

• In Malaysia and Singapore

  High School, Business/Commerce, General

  1972 — 1979