Nadeshda Ponce: A Strategic Leader in Business Operations and Customer Service Excellence

In today’s highly competitive global business landscape, leaders who combine operational excellence with people-centred strategies stand out. One such professional is Nadeshda Ponce, a strategic leader whose career spans nearly two decades of experience in business operations, customer service, mortgage management, training, and entrepreneurship. Known for her ability to scale processes, inspire teams, and enhance client satisfaction, Ponce represents the perfect blend of operational efficiency and human-centred leadership.

Early Career Foundations

The career journey of Nadeshda Ponce is built on a strong academic and professional base. She studied at the University of Santo Tomas, where she earned a Bachelor of Arts in Behavioural Sciences. This academic foundation played a critical role in shaping her ability to understand people, analyse behaviour, and develop interpersonal communication skills. These abilities later became essential in her leadership roles, especially in customer service operations and team management.

Strategic Leadership at Computershare

Currently, Nadeshda Ponce works as a SAS Analyst III at Computershare, a global financial services company. Based in Houston, Texas, she has been part of the organisation since March 2025. In this role, she leverages her expertise in data analysis, reporting, and operational efficiency to deliver insights that guide decision-making and enhance business performance.

Her tenure at Computershare highlights her adaptability to modern corporate environments, especially those driven by data, analytics, and process optimisation. Ponce’s focus is not only on numbers but also on translating insights into actionable strategies that boost customer satisfaction and ensure long-term operational sustainability.

Entrepreneurial Vision: Loving Arms Assisted Living Facility

Beyond corporate leadership, Nadeshda Ponce has also demonstrated entrepreneurial flair. In May 2024, she founded the Loving Arms Assisted Living Facility, based in Centennial, Colorado. This initiative combines her passion for business with her commitment to compassionate care.

At Loving Arms, Ponce has integrated strong human resources practices, effective employee engagement strategies, and innovative care management models. Her leadership here shows that she values both operational efficiency and emotional intelligence, ensuring that residents receive the best possible support in a nurturing environment.

This venture not only reflects her entrepreneurial drive but also her ability to identify community needs and transform them into sustainable business solutions.

Customer Service Leadership at HIRSCH

In July 2023, Nadeshda Ponce joined HIRSCH as a Customer Service Manager, a role she held until April 2024. At HIRSCH, she spearheaded day-to-day operations, ensuring that the customer service team consistently met targets and delivered excellence.

Some of her key contributions included:

• Developing training materials for new hires.

• Designing a balanced scorecard to measure team and individual performance.

• Overseeing customer order processing while simultaneously addressing escalated issues.

Her leadership at HIRSCH was marked by a commitment to coaching, training, and professional development, further cementing her reputation as a people-focused strategic leader.

Operational Impact at CC Hunter Inc

Between December 2022 and July 2023, Nadeshda Ponce worked with CC Hunter Inc as an Operations Manager. Here, she played a pivotal role in customer and vendor relations, ensuring that communication and workflow remained seamless across projects.

Her responsibilities included:

• Representing the company at external events and meetings.

• Addressing project-related concerns in real-time.

• Collaborating with internal teams to ensure job site readiness.

Her time at CC Hunter Inc demonstrated her ability to balance client management with internal process optimisation, all while maintaining a strong sense of urgency and focus on customer satisfaction.

Experience and Growth at Sourcepoint

Before her roles at HIRSCH and CC Hunter, Nadeshda Ponce spent over three years at Sourcepoint, a major player in mortgage processing. She began as a Mortgage Loan Processor, advanced to Processing Team Lead, and eventually became a Processing Manager.

At Sourcepoint, her contributions included:

• Identifying opportunities for process improvements.

• Leading cross-functional initiatives.

• Training and developing new and existing loan processors.

• Supporting business expansion by managing the opportunity pipeline.

This progression at Sourcepoint showcases her ability to grow within an organisation while consistently improving customer experience, loan servicing, and operational management.

Earlier Career Roles

The impressive career of Nadeshda Ponce also includes significant contributions at HSBC, Sutherland, Nationstar Mortgage, Benchmark Mortgage, and ABM Industries.

At HSBC, she worked as an Operations Manager, where she developed quality monitoring processes and conceptualised new projects to enhance site performance. At Sutherland, she led call centre operations, from hiring and training to performance monitoring and conflict resolution. These early roles gave her extensive experience in customer service management, call centre leadership, and mortgage processing, which later became the bedrock of her senior leadership positions.

Key Skills and Expertise

Throughout her career, Nadeshda Ponce has developed a wide range of skills, including:

• Business Operations Management

• Customer Service Excellence

• Training and Development

• Human Resources and Employee Engagement

• Process Optimisation and Quality Assurance

• Call Centre Management

• Data Analysis and Reporting

• Mortgage Operations and Loan Servicing

Her ability to combine technical knowledge with people management skills makes her a versatile and highly effective leader.

Leadership Style and Philosophy

What sets Nadeshda Ponce apart is her holistic leadership approach. She understands that operational success depends not only on processes and data but also on people. By balancing customer satisfaction, employee engagement, and business strategy, she has built a reputation for delivering sustainable results.

Her leadership style is marked by:

• A high sense of urgency in addressing operational challenges.

• Creative problem-solving to resolve complex issues.

• Empowering teams through coaching, training, and skill development.

• A focus on measurable outcomes such as SLA adherence, quality assurance, and customer experience scores.

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Conclusion

The professional journey of Nadeshda Ponce is a story of resilience, adaptability, and strategic vision. From her early roles in call centre management to her current position as a SAS Analyst III at Computershare, she has consistently proven her ability to lead, innovate, and deliver results.

Her entrepreneurial venture, Loving Arms Assisted Living Facility, further highlights her versatility and passion for community-focused initiatives. With experience across industries such as mortgage processing, customer service, and healthcare, Ponce exemplifies the qualities of a modern leader who blends operational expertise with human-centred leadership.

In every role, Nadeshda Ponce has demonstrated that true leadership is not only about achieving targets but also about empowering people, improving processes, and creating meaningful impact.