Stephanie Gavilan-O’Neal
Cary
Summary
Knowledgeable Customer Experience Manager with strong background in enhancing customer satisfaction and loyalty. Successfully improved client retention and streamlined service processes. Demonstrated leadership and problem-solving skills while optimizing team performance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Farragut Systems
06.2023 - Current
- Strategized and executed a Customer Experience Transformation, significantly improving customer satisfaction and confidence
- Led a proactive customer engagement team to enhance customer relationships
- Enhanced the knowledge base application for both internal and customer use
- Organized and conducted statewide collaboration and learning events to improve and increase the customers’ utilization of the system
Implementation Manager
Farragut Systems
11.2015 - 06.2023
- Managed 13 successful implementations involving data migration, training, and application deployment
- Developed and refined the training strategy during implementations
- Collaborated with cross-functional teams to ensure successful and sustainable implementations
- Participated in sales demonstrations to showcase implementation success and capabilities
Instructor of Spanish
Needham Broughton High School
08.2005 - 10.2015
- Advocated for and implemented new curriculum for Spanish speakers (Spanish for Natives Levels 1 and 2)
- Participated in Teacher Leadership Corps of Wake County which provides training on instructing new digital programs and activities that enhance the teachers' ability to engage their students
- I, along with 3 other team members from my school then train the faculty on the information we learned in training
- Lead Spanish 2 Professional Learning Community
- Taught Spanish 1, 2, 3, 5 and AP Spanish Language and Culture as well as Spanish for Natives Levels 1 and 2
- Created and implemented peer tutors with the Sociedad Honoraria Hispánica (National Spanish Honor Society) students for students struggling in Spanish 1-3
- Advised the school's chapter of the Sociedad Honoraria Hispánica (SHH)
- Managed and monitored a point system for accountability of membership in the SHH
- Member of the School Improvement Team and participated in evaluating and adjusting Key Process One of the School Improvement Document which states the mission, focus and objectives for the school
Education
M.A. - Spanish Language and Literature
Saint Louis University
01.2003
B.A. - Spanish Language and Literature with Concentration in Education
North Carolina State University
Raleigh, NC01.1998
Skills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Business consultation
- Program improvement
- Training programs
- Customer journey mapping
- CRM software proficiency
Accomplishments
- PMP Certification, 01/23
- 7 Habits of Highly Effective Managers
- Clean for Teams
- National Board Certification
- Created and developed a new course for the school (Spanish for Natives Levels 1 and 2)
- Recipient of Capital grant at Needham Broughton High School to purchase headsets with boom microphones, 01/15
- Recipient of Academic Booster Club grant at Needham Broughton High School to purchase new Spanish-English dictionaries and Spanish Thesauruses, 01/13
Community Service
Scouting USA, Committee Chair, 2020-2024
Certification
- 7 Habits for Managers 1/2024
- PMP Project Management Institute 10/2023
- Clean for Teams Course 2020
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Customer Experience Manager
Farragut Systems
06.2023 - Current
Implementation Manager
Farragut Systems
11.2015 - 06.2023
Instructor of Spanish
Needham Broughton High School
08.2005 - 10.2015
B.A. - Spanish Language and Literature with Concentration in Education
North Carolina State University
M.A. - Spanish Language and Literature
Saint Louis University
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