Daniela Flores
About Daniela Flores
Daniela Flores is a Senior Manager of Technical and Student Support at Handshake, where she has been working since 2023. She has extensive experience in support management and operations, having held various roles at Smartsheet and other organizations.
Current Role at Handshake
Daniela Flores serves as the Senior Manager of Technical and Student Support at Handshake, a position she has held since 2023. In this role, she orchestrates the deployment of comprehensive support processes and initiatives, focusing on enhancing the overall user experience. Her responsibilities include managing technical support operations and ensuring that students receive the necessary assistance to navigate the platform effectively. This position is based in Cottonwood, Arizona, and is conducted remotely.
Previous Experience at Smartsheet
Prior to her current role, Daniela Flores worked at Smartsheet in various capacities. She was the Operations Manager for Global Support from 2021 to 2022, where she developed performance improvement plans that significantly impacted the US Support division. Before that, she served as the Technical Support Team Manager from 2018 to 2021, where she spearheaded cross-disciplinary initiatives aimed at reducing escalations and enhancing customer engagement. Additionally, she worked as a Senior Product Specialist and Project Manager from 2022 to 2023.
Educational Background
Daniela Flores studied at Central New Mexico Community College, where she achieved an Associate of Science (AS) degree in Integrated Sciences. She attended the institution from 2014 to 2016. Her educational background provides her with a solid foundation in scientific principles, which she applies in her professional roles.
Career Progression and Roles
Daniela has held various managerial and support roles throughout her career. She worked as a Client Services Manager and Head of Operations at Interim HealthCare Inc. for five months in 2018. Prior to that, she was the Support Manager at Soothing Touch from 2015 to 2017. Additionally, she served as the Provider Relations Lead at UnitedHealth Group from 2017 to 2018. Her diverse experience has equipped her with skills in operations management, client services, and technical support.
Analytical and Strategic Skills
Throughout her career, Daniela Flores has demonstrated strong analytical and strategic skills. At Smartsheet, she conducted in-depth analyses of management metrics to create customized developmental coaching strategies. She also executed evaluations of agent attrition patterns, leading to targeted onboarding strategies that addressed training-to-production transition challenges. Her ability to collaborate with international teams has further enhanced operational excellence and quality assurance.