Adriana Gutierrez

Senior Program Manager at Capital One · customer support, Zendesk

Capital One

Los Angeles, CA · PT (UTC-8)

10+ years experience

Duke University

English

Collaborating Advising

Messaging unavailable

Overview

Based in Los Angeles. I work on customer operations at Capital One. Cut cost per order by 35% with routing and staffing changes. Before that: Wells Fargo and Pinterest. Most at home with workforce planning and Zendesk.

Good reasons to reach out

Advice on customer operations
Collaborators for my side project
Second opinions on Zendesk decisions

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Crypto token projects
Offshore staffing offers
Courses and coaching offers

Replies within two days

Skills

workforce planningcustomer supportZendeskautomationquality

CollaboratingLooking to collaborate

closes in 3 months

Building a free course on automation for students - need co-instructors

Project: A free course on automation for students - need co-instructors
Skills needed: Zendesk, Backend
Time commitment: Part-time
Outcome: Published guide

Weekends only. Based in Los Angeles, happy to work remotely.

Los Angeles, CAworkforce planningzendeskcustomer support

Open

AdvisingOpen to advising

closes in 3 months

Open to advising pre-seed teams on customer operations

Topics: customer operations, customer support, quality
Format: Office hours
Terms: Paid
Capacity: One advisory role at a time
Best for: Teams scaling past 50 people

11 years of customer operations. Small equity or paid hours - flexible.

Los Angeles, CAautomationzendeskquality

Open

Experience

Senior Program Manager
Sep 2023 - Present
Capital One · 3 yr 1 mo · Full-time · Los Angeles, CA
- Rebuilt the planning process the company still runs every quarter.
- Cut cost per order by 26% with routing and staffing changes.
- Brought support first-response time from 8 hours to under 1.
Program Manager
Feb 2020 - Sep 2023
Wells Fargo · 3 yr 7 mo · Full-time · Los Angeles, CA
- Rebuilt the planning process the company still runs every quarter.
Program Manager
Nov 2017 - Feb 2020
Pinterest · 2 yr 3 mo · Full-time · Los Angeles, CA
- Rebuilt the planning process the company still runs every quarter.
- Launched operations in 21 cities.
Operations Associate
Jul 2016 - Nov 2017
Mastercard · 1 yr 4 mo · Full-time · Los Angeles, CA
- Built the privacy programme for launches in 27 countries.
- Secured 6 payments licences.

References

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Education

Duke University
BS, Economics
2011 - 2015

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