Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Abigail Marquez

El Paso,TX

Summary

Dynamic leader with a proven track record at Continuum Global Solutions, driving 108% outperformance in service delivery through data-driven strategies. Expert in customer experience and workforce planning, fostering an inclusive culture while optimizing KPIs. Adept at cross-functional collaboration and technology integration to enhance operational efficiency and team performance.

Overview

19
19
years of professional experience

Work History

Senior Manager, Service Delivery Operations

Continuum Global Solutions
El Paso, TX
01.2020 - 01.2025
  • Led a 100-person team managing $6M in revenue, delivering 108% outperformance vs. competitor KPIs through data-driven process optimization.
  • Spearheaded customer experience strategy, reducing friction points and improving service quality across phone, email, and chat channels.
  • Partnered with IT and BI teams to implement performance analytics tools, enabling real-time KPI tracking and executive reporting. Directed workforce management, vendor partnerships, and scalable workflows to support business growth.

National HR Generalist/Training Manager

Beto For America
Remote
01.2019 - 12.2019
  • Designed scalable training programs and compliance frameworks for a distributed workforce, ensuring alignment with organizational values.

Human Resources Manager

TLC Associates
El Paso, TX
01.2017 - 12.2019
  • Revamped employee engagement initiatives, fostering a culture of accountability and empowerment (aligned with Torrid's values).

Operations/Program Manager

Conduent
El Paso, TX
01.2006 - 01.2017
  • Optimized call center operations for 500+ agents, improving CSAT by 20% through workflow redesign and QA programs.

Education

Bachelor's - Business Administration

University of Phoenix
06-2018

Skills

  • Customer Experience (CX) Strategy
  • Voice of the Customer (VOC) Programs
  • Omnichannel Service Delivery
  • KPI Optimization
  • Workforce Planning
  • Remote Team Leadership
  • Cross-Functional Collaboration
  • Process Improvement
  • Technology Integration
  • Compliance
  • Risk Mitigation
  • Business Continuity
  • Talent Development
  • Inclusive Culture Building

Accomplishments

  • Customer-Centric Leadership: Drove double-digit improvements in CSAT/NPS by implementing VOC feedback loops.
  • Operational Scalability: Scaled teams for 24/7 service delivery, leveraging automation and AI tools to enhance efficiency.
  • Cross-Functional Impact: Collaborated with IT, and Digital teams to resolve systemic customer pain points.

Timeline

Senior Manager, Service Delivery Operations

Continuum Global Solutions
01.2020 - 01.2025

National HR Generalist/Training Manager

Beto For America
01.2019 - 12.2019

Human Resources Manager

TLC Associates
01.2017 - 12.2019

Operations/Program Manager

Conduent
01.2006 - 01.2017

Bachelor's - Business Administration

University of Phoenix

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