Gabriela Hernandez Operations Leadership, CX Operations Analyst, Project

CX Operations Analyst

Dialpad

Dec 2022 - Current (3 years 5 months)

• Lead operational excellence and data-driven initiatives, focusing on strategic analysis, process optimization, and innovative solution implementation. • Design and deploy custom reports, dashboards, and visualizations to improve insights into product usage, customer feedback, and operational metrics, utilizing AI and automation for enhanced analysis. • Oversee full lifecycle of operational improvement initiatives, managing reporting integrations, data pipelines, and ensuring seamless project execution. • Facilitate requirements gathering, testing, rollouts, and manage project timelines/dependencies for smooth cross-team integration and adoption. • Partner with senior leadership to ensure operational strategies align with comp

IT Support Operations Lead

JP Morgan Chase & Co.

Feb 2021 - Dec 2022 (1 year 11 months)

• Led a team of 15+ IT support technicians to provide technical support and maintain quality service delivery. • Conducted candidate screening interviews to assess technical skills and ensure cultural fit within the team, contributing to a cohesive and effective work environment. • Optimized support processes through cross-functional collaboration and gap analysis, resulting in improved response times and customer satisfaction. • Analyzed service metrics and ticket data to monitor operational health, identify bottlenecks, and drive improvements. • Implemented and leveraged ServiceNow dashboards to track team KPIs, enabling data-driven decision-making and performance optimization.

IT Support Technician

JP Morgan Chase & Co.

Jun 2019 - Jan 2021 (1 year 8 months)

• Resolved complex Cisco CUCM/Unity and Avaya VoIP issues, maintaining high customer satisfaction. • Handled 30+ daily tickets with 98% first-contact resolution and 99% CSAT score. • Trained new team members on systems and processes, enhancing overall team performance.

HelpDesk Team Lead

Avaya

Mar 2018 - May 2019 (1 year 3 months)

• Managed a team of 10 technicians, optimizing staffing and coaching team members to decrease wait times. • Analyzed CSAT data to drive process and documentation improvements based on customer insights. • Collaborated with senior team members to enhance technician training and knowledge resources. • Supported senior leadership by performing the initial screening of candidates, focusing on assessing technical skills.

HelpDesk Tech Support Agent (Level 1)

Avaya

May 2017 - Feb 2018 (10 months)

• Documented customer interactions and resolutions in HP Service Manager for the knowledge base. • Delivered timely solutions and troubleshooting support via phone, email, and chat channels.

Gabriela Hernandez

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Gabriela Hernandez