A Visionary Leader in Operations Excellence: The Professional Journey of Nadeshda Ponce
Nadeshda Ponce is a distinguished strategic leader whose career reflects a powerful blend of operational mastery, customer service excellence, and people-centred leadership. With nearly two decades of professional experience across global organisations, she has established herself as a transformational force within business operations, mortgage processing, analytics, customer support, and team development. Her commitment to operational quality, process improvement, and exceptional customer experiences has shaped her career as one of continuous progression, innovation, and influence.
Who Is Nadeshda Ponce?
A Strategic Leader Redefining Business Operations
Nadeshda Ponce is widely recognised for her ability to scale operations, redesign workflows, and drive cross-functional transformation. With nearly 10 years of deep expertise in mortgage operations—alongside extensive experience in customer support, issue resolution, business development, client management, and process training—she has built an exceptional reputation for delivering high-impact operational outcomes.
Her professional philosophy is rooted in measurable performance. She excels in setting operational benchmarks such as SOPs, SLAs, CTQs, and CTPs, ensuring that teams and processes consistently align with organisational goals. She is also known for identifying customer satisfaction drivers and implementing structures that elevate service quality across multiple channels.
Career Overview of Nadeshda Ponce
SAS Analyst III at Computershare (2025 – Present)
In her current role, Nadeshda Ponce serves as a SAS Analyst III, working remotely across the United States. Here, she applies her analytical strengths, business operations knowledge, and reporting expertise to support data-driven decision-making. Her capabilities in dashboard creation, data interpretation, and performance analysis make her a core contributor to operational effectiveness and strategic planning within the company.
Entrepreneurial Leadership – Loving Arms Assisted Living Facility (2024 – Present)
In addition to her corporate role, she is also a business owner. Through her assisted living facility, she manages staffing, HR policies, performance management, and client engagement—showcasing her exceptional versatility as both a leader and entrepreneur. Her focus on human connection, problem-solving, and high-urgency decision-making reflects her deep understanding of people-centric operations.
Customer Service and Operations Mastery
Customer Service Manager at HIRSCH (2023 – 2024)
Nadeshda Ponce made a significant impact during her time at HIRSCH. She:
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Oversaw daily operations of the Customer Service Team.
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Conducted coaching, training, and professional development.
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Managed escalations and resolved high-level issues.
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Introduced business development initiatives to enhance process flows.
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Developed training materials still used for new hires.
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Created a performance scorecard that transformed team evaluation standards.
Her achievements served as long-term operational assets for the organisation.
Operational Leadership Roles
Operations Manager at CC Hunter Inc (2022 – 2023)
Her role required high levels of coordination and communication. She represented the company during important customer and vendor interactions while ensuring the smooth flow of information within teams. Her skills in organising schedules, verifying job readiness, and aligning teams with production activities demonstrated her proactive and detail-oriented management style.
Sourcepoint – Processing Leadership (2020 – 2022)
At Sourcepoint, her progression from Processing Team Lead to Processing Manager highlighted her leadership capabilities. She:
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Identified process gaps and introduced practical solutions.
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Improved market share pipelines.
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Worked with borrowers and loan processors to enhance user experience.
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Led cross-functional initiatives to elevate operational performance.
Her role combined strategic thinking with hands-on management, contributing directly to organisational growth.
Early Career Excellence
Mortgage and HR Foundations
Before stepping into higher leadership roles, Nadeshda Ponce built her expertise through positions such as:
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Mortgage Loan Processor
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Loan Coordinator
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HR Coordinator
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Call Centre Manager
These roles prepared her for the extensive responsibilities she would later hold. Working closely with loan processors, borrowers, HR teams, and frontline customer support representatives, she developed a robust understanding of both operations and people management.
Leadership at HSBC (2004 – 2008)
Where Her Management Journey Began
Her early leadership roles at HSBC solidified her reputation for operational excellence. She:
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Created and rolled out quality monitoring processes.
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Conducted performance reviews and developed action plans.
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Motivated and trained teams to meet strategic goals.
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Improved productivity, morale, and communication across departments.
This foundational period marked the beginning of her long-running impact on operational transformation.
Skills and Expertise of Nadeshda Ponce
A Strategic Professional with Multi-Dimensional Strengths
Her professional profile demonstrates exceptional skill across diverse areas:
Operational and Analytical Strengths
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Business Operations Management
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Mortgage Processing & Underwriting
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Reporting & Dashboard Creation
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Data Integrity & Quality Monitoring
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Strategic Planning & Business Development
Leadership and People Management
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Employee Training & Development
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HR Policies & Employee Relations
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Performance Management
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Team Building & Coaching
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Managing Call Centre Operations
Customer Service Excellence
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Issue Resolution
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Process Improvement
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Client Management
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Service Quality Enhancement
These skills, combined with her experience, make Nadeshda Ponce a standout leader in her field.
Education and Professional Foundation
Nadeshda Ponce earned her Bachelor of Arts degree in Behavioural Sciences from the University of Santo Tomas. This academic background enhanced her understanding of human behaviour, communication, and organisational dynamics—skills that have consistently shaped her leadership approach throughout her career.
Conclusion
Nadeshda Ponce exemplifies what it means to be a strategic, forward-thinking leader in operations, customer service, and business management. Her journey is marked by consistent growth, impactful achievements, and a commitment to excellence across every role she has undertaken. Whether managing large teams, designing training systems, improving operational workflows, or driving data-based strategies, she continues to demonstrate outstanding leadership and transformative ability.
