Professional Overview

Versatile and results-driven professional with over six years of experience in the BPO industry, including three years in operations and team management. Proven track record in performance optimization, team leadership, and cross-functional project coordination. Adept at streamlining processes, elevating customer experience, and driving metrics-based success. With a strong foundation in customer service and quality assurance, Maria is passionate about growth, learning, and making meaningful contributions across departments.

Currently open to opportunities in customer service, quality assurance, and project coordination — bringing hands-on expertise and a strategic mindset to every role.

Core Skills & Expertise

• Team Leadership & Staff Development

• Operations & Performance Management

• Process Improvement & Strategic Planning

• Quality Assurance & Root Cause Analysis

• Customer Service (Chat, Email, Voice)

• Data Reporting & KPI Monitoring

• Escalation Handling & Client Communication

• SMART Goal Coaching & Feedback Delivery

Tools & Technology

• CRM Systems (for documentation & customer tracking)

• Microsoft Office Suite (Excel, PowerPoint for reporting & presentations)

• Workforce Management Tools

• Performance Dashboards

• QA Evaluation Platforms

• Telehealth Software (Opticall BPO experience)

• Survey & Data Collection Tools (Addison Research)

Why Choose Me?

I bring a unique blend of frontline customer service experience and managerial oversight, which allows me to see the big picture without losing sight of the details. My leadership style is people-centered, focused on coaching, motivating, and aligning teams toward shared goals. I thrive in fast-paced environments and enjoy identifying areas for improvement — then acting decisively to optimize them. Bilingual, adaptable, and always open to learning, I am ready to contribute meaningfully and grow alongside a forward-thinking team.