MARCIA PONCE DE LEON
Arlington
Summary
Resourceful Service Coordinator with proven ability to deliver high productivity and efficiently complete tasks. Skilled in client relationship management, problem-solving, and workflow coordination. Excel in communication, teamwork, and adaptability, ensuring seamless service delivery and client satisfaction.
Overview
9
9
years of professional experience
Work History
Service Coordinator
American Alarm And Communications
Arlington
02.2024 - Current
- Managed communication between clients and technicians for efficient service delivery.
- Assisted in resolving service-related issues by providing accurate information.
- Collaborated with cross-functional teams to enhance customer satisfaction initiatives.
- Worked closely with other departments within the company to ensure successful completion of projects.
- Confirmed completed or closed work order by reviewing notes and following up on pending items.
- Ensured compliance with all relevant regulations pertaining to service operations.
BILINGUAL CUSTOMER SUPPORT SPECIALIST
EF Education First Ultimate Break
Cambridge
05.2023 - 02.2024
- Responded to customer emails and phone calls promptly, courteously, and professionally
- Developed innovative strategies to improve customer experience with company products and services
- Prepared daily activity reports summarizing customer support requests
- Ensured customer satisfaction through effective communication and problem resolution techniques
- Applied de-escalation techniques and maintained composure in challenging customer situations
AU PAIR
Au Pair in America
Stamford
12.2019 - 07.2022
- Created nurturing, safe environments to promote emotional, social, and intellectual growth in children
- Provided guidance and discipline aligned with parental values and expectations
- Developed strong relationships with families by exhibiting professionalism throughout the employment period
- Implemented daily routines fostering a structured and nurturing environment
- Mediated conflicts among children, teaching problem-solving and communication skills
QUALITY ASSURANCE SPECIALIST
Contacto BPO
Lima
01.2017 - 10.2019
- Conducted supplier evaluations, audits, assessments, and quality inspections
- Created detailed reports summarizing inspection and testing results
- Managed customer complaints and non-conformance issues, ensuring swift resolutions
- Collaborated with cross-functional teams to develop strategies for improving product quality
- Supervised daily operations, including planning, organizing, and directing activities
- Ensured compliance with policies, procedures, and internal controls
- Conducted research, compiled reports, and provided clear communication for disseminating information across the organization
- Created spreadsheets in Microsoft Excel for record-keeping and reporting
- Organized office documentation, maximizing efficiency and increasing productivity
- Maintained accurate financial records, including invoices, payments, and receipts
HEAD OF SECTION - SEASONAL
National Institute of Statistics
Lima
10.2017 - 11.2017
- Managed team workflows and coordinated project timelines effectively.
- Reviewed reports for consistency and adherence to organizational standards.
- Analyzed customer feedback to identify areas of improvement in service delivery processes.
- Supervised daily operations of the section including planning, organizing, staffing, directing and controlling activities.
Education
Associate of Applied Science - Chemistry
IESTP Simon Bolivar
Lima, PeruSkills
- Multitasking and organization
- Service Level Agreement (SLA) management
- Conflict resolution
- Service coordination
- Regulatory compliance
- Quality assurance processes
- Time management
- Problem solving
- Attention to detail
Websites
Languages
- English
- Spanish, Native or Bilingual
- English, Native or Bilingual
Timeline
Service Coordinator
American Alarm And Communications
02.2024 - Current
BILINGUAL CUSTOMER SUPPORT SPECIALIST
EF Education First Ultimate Break
05.2023 - 02.2024
AU PAIR
Au Pair in America
12.2019 - 07.2022
HEAD OF SECTION - SEASONAL
National Institute of Statistics
10.2017 - 11.2017
QUALITY ASSURANCE SPECIALIST
Contacto BPO
01.2017 - 10.2019
Associate of Applied Science - Chemistry
IESTP Simon Bolivar