Viviana Cadavid

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Director of Customer Care

Move Happy

Dec 2024 - Nov 2025 (1 year)

Accountable for leading the Customer service team in delivering high quality & efficient service to both internal and external customers for multiple branches. Managed both CS team and process in achieving high levels of productivity and performance metrics. Managed and developed a team for delivery of world class customer experience, while building a team of high performing, motivated, driven representatives. Demonstrated a breadth and depth of operational service delivery management expertise focused on service, quality, team, customer and process in order to align with company's standards. Lead the execution of the company's customer engagement strategy and ensure seamless, high quality service for our customers. Worked cross-functionall

Director of Customer Care

Roadway Moving

Aug 2020 - Nov 2024 (4 years 4 months)

As the Director of Customer Care, I lead and manage the customer care team, providing guidance, coaching, and support to ensure high performance. This includes recruiting, interviewing, hiring, and training staff to build a skilled team dedicated to exceptional service. I establish and maintain customer service policies and processes that ensure consistent service delivery, while also guiding the team in identifying areas for improvement. My focus is on meeting and exceeding customers' needs, expectations, and preferences, which directly impacts customer loyalty, retention, referrals, and reviews. I collaborate cross-functionally with other teams, including Marketing, Sales, and Operations, to provide the best customer experience possible.

International & Domestic Relocation Counselor

Weichert Workforce Mobility

Jul 2008 - Jul 2020 (12 years 1 month)

Widespread experience working with multinational oil and gas corporations. Policy and benefits counseling, profile, relocation process management. Proactive transferee case management. Skillfully prioritize and manage all aspects of international and domestic processes. Home marketing and home finding referral fee management. System data input, maintenance, expense process management and audit. Coordinating and managing the delivery of third-party services to transferees through affiliates and external supplier networks. Serve as a single point of contact for all transferees and families relocating in and out of the USA. Manage relocation benefits for short- & long-term assignments. Prepare cost estimates per clients' relocation policies. A

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International Relocation Coordinator

AIRES Houston

Mar 2005 - Feb 2007 (2 years)

As an International Relocation Coordinator, I facilitated clients' relocations by effectively managing every phase of the process from conception to fruition. This included supplier management and administration, ensuring that all partners met our high standards. I focused on measuring customer satisfaction and resolving any issues that arose, providing expert subject matter guidance to employees regarding the relocation process and guidelines tailored to clients' requirements. Additionally, my experience in managing B2B SaaS platforms was crucial, as it allowed me to maintain and track all components of our CRM system, which is essential for adjusting plans and monitoring movements for international relocations, particularly for Fortune 50

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Realtor

Findit Realtors

Jun 2002 - Feb 2005 (2 years 9 months)

As a Realtor, I was responsible for ordering and reviewing surveys, appraisals, inspections, and contracts, ensuring all documentation met regulatory standards. I led a bilingual assistance group, facilitating effective communication and support for diverse clients throughout the real estate purchasing process. My role encompassed assisting in all phases of real estate transactions, including financing, where I applied my expertise in real estate financing to guide clients through their options. Additionally, I recognized the importance of implementing new programs and processes, taking the initiative to ensure their success, which aligns with my commitment to customer success and satisfaction in every transaction.

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Technical Project Manager

AT&T Local Services

Apr 2000 - Mar 2002 (2 years)

Support Houston, San Antonio, and Austin operations team by tracking all new T-com orders. Review and verify engineering packages, circuit routing and identify capacity issues. Project manage special orders, arrange site surveys, coordinate test, and turn ups with large corporate customers.

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Digital Translations Analyst

AT&T Local Service

Apr 1999 - Mar 2000 (1 year)

Troubleshoot service affecting outages. Generated and maintained trouble tickets. Monitored different types of services and equipment ordered. Interfaced with local exchange carriers and long-distance carriers to coordinate installations. Processed requests and specific requirements for access to customer sites on circuit installation dates. Provide and maintain various daily, weekly, and monthly reports.

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Viviana Cadavid

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