Mayra - Customer Experience Manager with 8+ years of leadership in BPO industry

San Pedro Sula, Cortés Department, Hondurasen

Managed daily operations and coached teams at Alorica, ensuring high performance and quality standards.

Conducted data analysis and audits as a Quality Analyst to ensure compliance and drive process improvements.

Publicado en CazVid

Resumen

Customer Experience professional with over 8 years in contact center management, quality assurance, and process optimization. Skilled in leading teams, analyzing performance data, and leveraging technical tools to enhance service quality.

Logros Clave

Processed and validated customer orders and managed complex cases, maintaining strict quality and productivity metrics.

Habilidades

Customer Service OperationsAdvanced

Led daily customer service operations, coaching teams, and ensuring quality at Alorica.

Data Analysis & Quality AssuranceAdvanced

Performed process audits and monitored agent performance to maintain compliance and continuous improvement.

Order Processing & Case ManagementAdvanced

Processed customer orders with high accuracy and managed complex discrepancies across multiple functions.

Technical Tools & ReportingIntermediate

Utilized SAP, Salesforce, Power BI, and Microsoft Excel to support operational and analytical tasks.

Idiomas

English(Fluent)Spanish(Fluent)

Experiencia

Team Manager Customer Experience

Alorica

2021 - Actual

Overseeing daily operations, Coaching teams, Ensuring quality and performance standards, Driving continuous improvement through effective leadership.

Quality Analist

Alorica

2019 - 2021

Ensuring accuracy, compliance, and continuous process improvement through data analysis, audits, and performance-driven recommendations., Monitoring and evaluating agent performance across order processing, email management, and case resolution to ensure compliance with quality standards and client...

Backoffice Agent

Alorica

2016 - 2019

Processed and validated customer orders with high accuracy, Managed complex cases and discrepancies, Met strict quality and productivity metrics, Collaborated cross-functionally to ensure timely and accurate order fulfillment.