Suzie Silva

Global Operations Manager Customer Experience @Altair Global

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

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