EVA MACIEL
Executive Leader | Global Operations & Digital Transformation
Denver,CO
Summary
With over 15 years of experience leading Fortune 50, 100, and 500 companies, the focus is on driving results and achieving success in digital transformation, AI/ML-driven automation, customer satisfaction, and operational efficiencies. Excels in optimizing business processes, enhancing client experiences, and generating revenue growth through strategic implementations. The passion lies in leveraging technology and customer insights to deliver measurable business impact.
Overview
21
21
years of professional experience
2
2
Languages
Work History
Customer Success Manager
Laivly
Denver, CO
10.2023 - Current
- Managed up to 8 clients simultaneously, collaborating with cross-functional teams to enhance customer experience and ensure smooth client onboarding and continued success, insuring smooth client onboarding and continued success.
- Spearheaded customer success for Enterprise and SME clients using Laivly's SIDD platform, driving digital transformation and operational efficiencies through AI, ML, and digital automation solutions.
- Led cross-functional collaborations to ensure seamless rollout and adoption of SIDD, enhancing customer satisfaction and improving key operational KPIs by 35%.
- Designed and implemented customer retention strategies, contributing to a 30% increase in client renewals.
- Developed data-driven success metrics, improving decision-making and aligning customer support strategies with business growth.
- Established feedback loops between customers and product teams, driving iterative improvements and enhanced product adoption.
- Played a key role in enhancing automation solutions, resulting in a 25% increase in efficiency for enterprise clients.
- Championed customer success strategies that shaped Laivly’s CS playbook, ensuring scalable and repeatable best practices.
- Delivered high-impact training and enablement programs, improving team efficiency by 40%.
Vice President of Global Experience
IntouchCX
Aurora, Colorado
08.2013 - 01.2023
- Promoted from Supervisor to VP of Global Experience, spending 75% of tenure in senior leadership roles.
- Directed multiple high-profile client programs across e-commerce, streaming, and hospitality sectors, overseeing strategic operations and expansion efforts.
- Managed a global team responsible for program health monitoring, process improvement, and escalations, responsible for program health monitoring, process improvement, and escalations.
- Developed and executed initiatives that improved KPIs for underperforming programs, driving 30% improvement in CSAT and SLA adherence.
- Partnered with executive leadership and VPs to enhance proactive program management, reducing client escalations by 40%.
- Conducted global market trend analyses, aligning business strategies with emerging industry needs.
- Led a 30-day discovery initiative in an offshore site, identifying cultural language gaps impacting CSAT.
Developed and delivered customized training solutions, leading to a rapid improvement in customer satisfaction and a 160% increase in program expansion (from 500 to 1300 agents). - Designed standardized processes, SOPs, and training solutions that enhanced operational efficiency across multiple high-profile accounts.
- Led and managed a global team of 500+ employees, spanning multiple departments, including customer experience, training, and business operations.
- Spearheaded global initiatives that generated over $3 million in operational savings by optimizing customer experience strategies.
- Led cross-functional teams to align business priorities, enhancing customer engagement and satisfaction metrics by 20%.
- Developed data-driven decision frameworks that improved customer insights and streamlined support processes.
- Designed and implemented customer service training programs that improved first-call resolution rates by 20%.
- Drove cultural transformation initiatives, increasing employee morale and productivity across multiple global teams.
- Expanded business operations by optimizing agent experiences, leading to a 15% improvement in service delivery efficiency.
- Played a key role in securing major account acquisitions, driving business expansion and revenue growth.
High Balance Risk Mitigation Supervisor
T-Mobile
Thornton, Colorado
12.2003 - 06.2010
- Managed and trained a team of 20 financial analysts, ensuring compliance with risk management policies.
- Led financial risk mitigation strategies, successfully reducing monthly debt by over $1 million.
- Assessed customer risk and financial standing through in-depth financial document analysis.
- Designed and implemented risk assessment protocols, improving fraud detection and prevention by 25%.
- Managed and trained a team of 20 financial analysts, ensuring bilingual support and compliance with risk management policies.
- Enhanced debt recovery processes, leading to a 15% increase in collections efficiency.
- Created internal reporting frameworks, improving tracking and mitigation of high-risk accounts.
Skills
- AI, Machine Learning & Digital Automation Implementation
- Customer Success & Retention Strategies
- Business Process Optimization & Workflow Automation
- Financial Analysis & Risk Mitigation
- Leadership Development & Change Management
- Data-Driven Decision-Making & Market Analysis
- Cross-Functional Team Leadership & Stakeholder Management
- Bilingual (English & Spanish)
Software & Tools
CRM Systems: Salesforce, HubSpot, Zendesk
Data Analytics & BI Tools: Tableau, Power BI, Google Analytics
Project Management: JIRA, Asana, Mondaycom
Automation & AI Platforms: Laivly SIDD, ChatGPT
Communication & Collaboration: Slack, Microsoft Teams, Zoom, Hangouts
Office & Productivity: Microsoft Office Suite, Google Workspace
Education Certifications
- Business & Financial Analysis Certification
- AI & Automation in Customer Success Training
- Leadership Development & Change Management Programs
Timeline
Customer Success Manager
Laivly
10.2023 - Current
Vice President of Global Experience
IntouchCX
08.2013 - 01.2023
High Balance Risk Mitigation Supervisor
T-Mobile
12.2003 - 06.2010
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