Open to opportunities

Allena Pugliano

@allenapugliano

Message

Scaled Customer Success & Operations leader who builds data-driven onboarding and retention.

United States

Message

What I'm looking for

I’m looking for a remote-first team where I can scale data-driven customer success programs—owning onboarding, adoption, and retention through automated workflows, customer health metrics, and playbooks—while continuously optimizing processes to improve outcomes.

I’m a scaled customer success and operations professional with 10+ years of experience designing automated, data-driven customer programs across onboarding, adoption, and retention. I build scalable playbooks, customer journey workflows, and one-to-many engagement models that drive customer outcomes.

I’m a builder at heart who uses customer health metrics, usage data, and engagement signals to proactively optimize success at scale in fast-growing environments. In my roles, I’ve standardized onboarding and enablement for 30+ employees, improved efficiency and retention through continuous process optimization, and partnered cross-functionally to resolve escalations and de-risk performance issues.

Experience

Work history, roles, and key accomplishments

Current

Service/Assistant Manager

Current

Mad Mex (Big Burrito Restaurant Group)

May 2012 - Present (14 years)

Designed and executed scalable onboarding and enablement programs that supported 30+ employees using standardized playbooks and workflows. Used performance metrics and customer feedback to proactively identify risks, optimize processes, and improve adoption and retention.

One To Many Engagement Operational Excellence

Project Coordinator

ProShare Services

Feb 2021 - Sep 2023 (2 years 7 months)

Supported scaled customer coordination across multiple concurrent engagements by maintaining documentation, reporting, and data tracking. Improved account accuracy, billing integrity, and customer health visibility while making internal workflows more consistent and repeatable.

Documentation Management Data Tracking Account Accuracy Controls Billing Integrity Customer Health Process Improvement

Construction Project Coordinator

First Link Management, LLC

Aug 2022 - Jul 2023 (11 months)

Managed a portfolio of customer engagements as the primary point of contact across the full customer lifecycle. Built structured workflows, reporting, and risk monitoring to improve predictable delivery, align stakeholders, and de-risk customer accounts.

Customer Lifecycle Management Workflow Design Reporting Systems Risk Management Cross Functional Collaboration Stakeholder Management Process Optimization