Sandra Jirous
About
Sandra Jirous is from San Francisco Bay Area. Sandra works in the following industries: "Computer Software", "Semiconductors", "Internet", "Information Technology & Services", "Financial Services", and "Entertainment". Sandra is currently North America Vendor Management Lead at Stripe, located in San Francisco Bay Area. In Sandra's previous role as a Program Manager, SMB Vendor Training and QA at Facebook, Sandra worked in Menlo Park, CA until Jun 2018. Prior to joining Facebook, Sandra was a Head of Tweep Support Center at Twitter and held the position of Head of Tweep Support Center at San Francisco Bay Area. Prior to that, Sandra was a Consumer Operations Vendor Manager at Google, based in Mountain View, CA from Aug 2014 to Aug 2015. Sandra started working as Customer Service Business Program Manager at Google in Mountain View, CA in Aug 2013. From Feb 2013 to Jul 2013, Sandra was Training Manager at Intel Corporation, based in Santa Clara, CA. Prior to that, Sandra was a Customer Service Training Manager at Netflix, based in Santa Clara, CA from Jul 2010 to Dec 2012. Sandra started working as Global Training Manager at Riverbed Technology in Jun 2009.
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Sandra Jirous's current jobs
Manage the relationship and performance of vendor sites Lead and implement global and cross-functional programs Lead cross-functional programs that help grow and improve the vendor operation Obsess over the user experience and act as customer advocate Partner with product teams to ensure the support experience is a core part of our product experience Consistently find ways to reduce user friction in the product Ensure we keep a single view of the customer’s journey, align with the GTM strategy and partner closely with Sales & Marketing to drive future growth Always keep an eye toward cost and return on human capital Never stop thinking about employee engagement and development
Sandra Jirous's past jobs
Drive key learning projects for SMB with cross-functional partners in collaboration with regional sales and global program managers to meet key business goals. Drive design, execution, and evolution of the SMB vendor training stategy. Managed renovation of new hire curriculum for both sales and service programs, improving agent experience and trainer feedback on curriculum. Following EMEA roll-out, Client Services saw a 30% increase in resolution rate across three waves of new hires. Launched eLearning courses that saved roughly 400 classroom hours of ILT in one half. Created a curriculum request process to improve GSL resource planning, which helped with visibility and resource planning. Represented SMB outsourcing needs with cross-functional partners to build relationships and ensure training program align with legal and compliance requirements, and are strategically incorporated into vendor contracts and negotiations
Delight Twitter employees Elevate employee services with innovative customer service approaches Build, direct, and ultimately be held accountable for the consistent handling and the timely response and resolution of Tier 1 inbound employee matters
Manage the overall performance of the ConOps vendor workforce in terms of cost, quality and delivery of service. Ensure all aspects of vendor SLAs are consistently met. Monitor daily performance, collect and analyze data in order to recognize trends and potential problem areas. Support vendor selection, negotiations, and overall vendor operations strategy, while leading regular business reviews and any vendor relationship management activities. Communicate process changes, enhancements, and modifications to management, peers, staff, and other employees so that issues and solutions are understood. Work closely with various internal groups to understand business requirements, implement new processes, participate in workforce planning and budgeting activities, and contribute to ongoing process improvements.
Manage the overall business support strategy to ensure all end-to-end operations are ready for launches, and product and service changes. Account for the business’s Key Performance Indicators and responsible for implementing strategies that address customer support issues and drive business success. Develop and manage project plans that address areas of customer dissatisfaction and other issues identified during business reviews and analyses. Work closely with various internal groups to understand business requirements, implement new processes, and contribute to ongoing process improvements.
Focused on making an impact on the effectiveness on the Netflix Customer Service training program for customer-facing vendors and the Global Customer Service Center. Work closely with the Netflix CS-Engineering, Product, and Vendor Operations teams, I triage training priorities based on business growth, product launches, and regional call center needs. I am a service provider and work with my stakeholders to develop a vision and roadmap for Customer Service vendor training and development. Responsible for the training curriculum and delivery, driving a culture of highly engaged learning among front line teams, and understanding that learning is a process and not an event. Customer Service training for outsourced call centers requires constant innovation, updates and improvements for new courses, course systems, processes for handling and improving on attrition.
Manage North American training team, with six trainers throughout US. Collaborate with leadership team to ensure all training needs are being met. Design and implement new hire training, on-boarding programs, and employee improvement programs. Analyze all training programs (new hire, support, outreach) for effectiveness, efficiency, and relevancy.
Assistant General Manager, Training Program Manager