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Lorena Valentin

Professional Services Manager @ Medallia

Visionary Leader | Professional Services | Product | Customer Focused | Equality | Entrepreneur

New York City Metropolitan Area

Ranked #661 out of 13,212 for Professional Services Manager in New York

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Lorena Valentin's Email Addresses & Phone Numbers

Lorena Valentin's Work Experience


Professional Services Manager

January 2017 to May 2018

Palo Alto, CA


Product Manager - IT User Experience

February 2015 to January 2017

San Jose, California


Central America Leader - IT Client Experience

May 2011 to February 2015

Miami/Fort Lauderdale Area

Lorena Valentin's Education


2002 to 2006

Rensselaer Polytechnic Institute

Bachelor of Science (B.S.), Infortmation Technology and Web Science concentration in Aerospace Engineering

2008 to 2012

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About Lorena Valentin's Current Company


● Re-engineered implementation methodology which decreased time and effort to implement by 40%.● Pilot lead of new managed servicing model that projected a resource cost reduction of 25% by leveraging partners for small accounts.● Responsible for Implementing, Consulting and Managing Operational successful customer facing programs in Retail, B2B and Finance strategic accounts. Customer NPS: 100.o Owner of...

Frequently Asked Questions about Lorena Valentin

What company does Lorena Valentin work for?

Lorena Valentin works for Medallia

What is Lorena Valentin's role at Medallia?

Lorena Valentin is Professional Services Manager

What is Lorena Valentin's personal email address?

Lorena Valentin's personal email addresses are l****[email protected], and l****[email protected]

What is Lorena Valentin's business email address?

Lorena Valentin's business email addresses are not available

What is Lorena Valentin's Phone Number?

Lorena Valentin's phone (212) ***-*128

What industry does Lorena Valentin work in?

Lorena Valentin works in the Computer Software industry.

Who are Lorena Valentin's colleagues?

Lorena Valentin's colleagues are Tinou Bao, Drew McLaughlin, Kara Cabassa, Rob Severn, Matt Strom, Meeta CPA, Frazer Bayley, Phyllis Wong, and Dannel Shanker

About Lorena Valentin

📖 Summary

Professional Services Manager @ Medallia ● Re-engineered implementation methodology which decreased time and effort to implement by 40%.● Pilot lead of new managed servicing model that projected a resource cost reduction of 25% by leveraging partners for small accounts.● Responsible for Implementing, Consulting and Managing Operational successful customer facing programs in Retail, B2B and Finance strategic accounts. Customer NPS: 100.o Owner of day-to-day decision making and coaching internal teams comprising of Senior Manager/Advisor, Analysts, and Partner Specialists for each customer program. o Utilizes sound judgment to guide complex customers through their individualized Operational Customer Experience Management journeys by defining strategy and operation.o Accountable for helping clients, from senior executives to CX experts, understand industry trends, mine survey structured and unstructured data to identify actionable insights.o Manager of programs’ budget, forecasting, meeting cadence, project and business plans. ● PM Subject Matter Expert for internal Operations initiatives that will help organization understand impact of budget hours and costs; expecting to directly improve project cost variances by 23% by end of FY19.Founder and President of HispanX Voices, Medallia’s first Hispanic Employee Resource Organization.● Partnered with non-profit organizations, such as SHPE and Hispanic Foundation to organize community outreach events with local schools, host networking mixers and career development workshops.● Partnered with Hispanic Foundation to develop a Summer Leadership Competition that allowed students to research and present their ideas to an Executive Panel at the Medallia campus. After the visit, all students grew exponentially in self-confidence, applied research and presentation skills. o The corporate summer program is now funded by San Jose City College and the curriculum will be formalized to offer a half-credit college class, equivalent of 2 credit high school class. From January 2017 to May 2018 (1 year 5 months) Palo Alto, CAProduct Manager - IT User Experience @ Cisco Led a 6-member cross-functional, international team of UX Design, Research, and Engineering with a $300K annual budget.Assigned as Product Owner in the Agile development framework model to deliver an innovative feedback application with $1M expected Return on Investment.Turned visions a reality from new ideas, industry experience, engaging with industry experts and thoroughly understanding the needs of our customers. Executed Change Management effort to adopt a standard User Experience metric to be reported by all 150 IT Services. • Coached IT Services teams to create their client journey mapping, pinpoint strategic “touchpoints” to collect feedback, analyze contextual feedback, and create actionable business outcomes.• Achieved business value growth by reducing the employee Directory’s Alpha and Beta releases’ duration by 50%. Managed marketing communications strategy and implementation across web, print, digital signage, and services training.• Aligned marketing plans to the promotion of feature releases; resulted in 50% increased Services adoption and increased feedback activity by 1200% in 6 months. From February 2015 to January 2017 (2 years) San Jose, CaliforniaCentral America Leader - IT Client Experience @ Cisco Managed IT Client Experience for 240 users in 8 Latin American countries.Spearheaded digitization of laptop and mobile self-ordering processes for all Latin America. • Reduced New Hire Laptop/Mobile ordering time from 3 days to 30 minutes. Resulted in IT tools being available on first day.• Designed, developed, delivered, and supported an internal IT Playbook for the Top 8 Most Used Services at Cisco.Subject Matter Expert for Internal Collaboration Platforms, WebEx Social and Jive. • Co-delivered Cisco on Cisco presentation on WebEx Social to external customer in Mexico that closed $500,000 deal.• Prepared, coordinated and executed 4 webinars to improve User Productivity. Averaged 50 global attendees per session with presenter scores of 9 out of 10.Vendor Relationship Manager• Leveraged native Spanish to remotely initiate, maintain and manage vendor relationships. • Successfully negotiated Apple corporate discounts that resulted in 20% savings for the Region.LATAM Mobility - Operations Team Lead• Ensured all Latin American countries adhered to Global Mobility’ guidelines to provide a global user experience. Stretch Assignment – LATAM IT Mobility • Led Blackberry decommissioning strategy and execution for all 13 countries in Latin America.• Gathered and analyzed all mobile plans’ data for Latin America to identify potential cost savings. Project resulted in a $50,000US yearly reduction for Mexico by consolidating all lines into one Corporate plan. From May 2011 to February 2015 (3 years 10 months) Miami/Fort Lauderdale AreaIT Analyst Intern @ Cisco Data Analyst for Global Regional IT Leadership Operations Virtual Team.Responsible for collecting and analyzing existing metrics in order to develop a set of metrics that will measure Leadership’s success by directly aligning to strategic objectives.Assisted on achieving communication efficiency and operational excellence by identifying common strategic roles and responsibilities of Regional IT leaders.Accountable for documenting final results in an official Regional IT Leadership Roles Handbook and conducting a RASCI analysis. From May 2011 to May 2011 (1 month) San Jose, CaliforniaFamily Worker @ Apple Tree Day Care CDC II Served as a liaison between families and the center to enhance the relationship between teachers and families.Met with families regularly in order to assist in building social connections and determining their own social needs.Accomplishments:• Successfully facilitated low income Hispanic families to sources that provided food, clothing, furniture and shelter.• Increased student enrollment by implementing a simpler application process for non-English speaking families. From January 2010 to May 2010 (5 months) Paterson, New JerseyServices Product Manager @ Medallia Owner of designing and developing a Product Owner Toolkit that delivers a unified scalable framework for 10+ Product Owning Teams to create, manage and track adoption of current and new offerings. Partnering closely with PS Operations, Pre Sales, Sales Operations, Product Marketing and Product Teams to define strategic direction for current suite of 80+ core and accelerator offerings. Responsible for building Medallia’s first Comprehensive Services Product Catalog. Establishing a Professional Services Products Development Lifecycle with defined gating criteria and supporting resources to help Product and Feature Owners create and scale efficiently and effectively.Managing Professional Services commercial collateral including SOW templates, contacts and scoping materials for each service product offering. From April 2018 to September 2018 (6 months) San Mateo, CADirector of Expert Services @ Evolv Technologies From 2019 to 2020 (1 year) San Francisco Bay AreaSenior Manager - Professional Services @ Elementum From 2018 to 2019 (1 year) Mountain View, California

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In a nutshell

Lorena Valentin's Personality Type

Extraversion (E), Sensing (S), Feeling (F), Judging (J)

Average Tenure

1 year(s), 3 month(s)

Lorena Valentin's Willingness to Change Jobs



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