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Wanda Vazquez

@wandavazquez

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Senior project and operations leader driving AI-enabled process transformations and measurable efficiency.

United States

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What I'm looking for

I’m looking to lead AI- and KPI-driven transformation, govern SLAs and risk, and build high-performing cross-functional teams that deliver measurable efficiency in regulated, tech-enabled environments.

I’m a results-driven operations and project management executive with 8+ years leading cross-functional teams of up to 20, managing budgets up to $14M, and delivering enterprise-wide process transformation across highly regulated, tech-driven industries. I specialize in translating operational complexity into scalable, repeatable systems with strong SLA governance and risk mitigation.

I’ve repeatedly driven measurable outcomes—like spearheading an AI-driven workload optimization initiative that reduced manual workload by 25%, and operationalizing a $14M program by replacing an external BPO with automation, AI, and a newly built internal team to deliver $800K in cost savings. I also built customer support from the ground up, increasing first-contact resolution to 95% and improving customer satisfaction to 90%, while reducing ticket volume by 50% through self-service training and Zendesk automation.

Experience

Work history, roles, and key accomplishments

Current

Project Manager, Marketing Ops

Current

Blend360

Aug 2025 - Present (9 months)

Led end-to-end project delivery and process improvements for a Fortune 500 benefits program serving 27M customers, coordinating 30+ stakeholders and managing a 5-person team. Reduced support ticket volume 41% and cut handle time 75% by rebuilding training materials and redesigning the Loyalty API workflow using Copilot and Claude.

Project Management Process Optimization Stakeholder Management AI Assisted Documentation (Copilot Claude Loyalty API Workflow Mapping Performance Tracking

Senior Operations Manager

Andros

Mar 2022 - Jun 2025 (3 years 3 months)

Managed a $14M communications program and a team of 10, delivering $800K in cost savings by replacing an external BPO with internal automation and AI. Using Zendesk AI and Jira AI, reduced manual workload 25% and improved turnaround time 70% while executing OKRs and trend-based compliance audits.

Operations Management Digital Transformation Vendor Management Automation Zendesk Jira OKRs Cost Optimization Compliance Audits

Customer Support Manager

Andros

Oct 2021 - Mar 2022 (5 months)

Built Andros’ customer support function from the ground up, recruiting and onboarding 3 direct reports to achieve operational readiness in under 45 days. Implemented Zendesk automation and a self-service training portal to reach 95% first-contact resolution, 90% customer satisfaction, and 50% lower ticket volume.

Customer Support Leadership Zendesk Onboarding First Contact Resolutions Customer Satisfaction Process Design

Liability Claims Manager

GEICO

Jan 2017 - Jan 2021 (4 years)

Progressed through a management program from Claims Intake Supervisor to TCR Manager, leading 10 adjusters across claim intake, investigation, reserving, negotiation, and settlement. Applied Lean Six Sigma to improve AHT, file quality, and customer satisfaction, consistently ranking in the top 3 of 22 supervisors while maintaining regulatory and coverage compliance.

Claims Operations Team Leadership Lean Six Sigma Settlements Regulatory Compliance Performance Coaching AHT & QA Metrics Call Center Operations