Marco Covarrubias
Austin,Texas
Summary
Motivated service delivery lead possessing excellent vendor relationship and contract manager skills. Well-versed in mentoring and developing high-performing teams to meet organizational goals. Extensive leadership experience in planning and problem-solving abilities, focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability.
Organized and systematic with natural relationship-building and leadership talents, making connections to increase buy-in and develop strong performers.
Overview
6
6
years of professional experience
Work History
Operations Team Lead
Accenture
Austin, TX.
07.2021 - 05.2023
- Led a team of 24 technical support professionals supporting a 24/7 operation for a 50,000 employee Fortune 500 company with a budget of 55B.
- Analyzed weekly, monthly, and quarterly metrics to ensure client SLA and KPIs were met. Used best-practices and situationally unique insights to identify and remedy areas for improvement while reducing workflow turn-around times, first contact resolution and agent handle times by 25%.
- Implemented improved equipment, process reliability programs and operator development, which reduced cycle time by 30% for 15 months in a row.
- Conducted 1:1 analyst meetings to maintain over 95% in SLA and KPIs through coaching and training, identifying strengths and areas for individual and group development.
Senior Analyst
Accenture
Austin, TX
08.2019 - 07.2021
- Point of contact for 12 analysts working for a social media client; oversaw the client's billing and payment support for one of their platforms, along with its internal escalation process.
- Assisted in strengthening the team's performance to meet client’s SLA, investigated bugs and managed high priority internal escalations for multiple client teams including Legal, Engineering and Policy while maintaining a 100% resolution rate for 24 months in a row.
Ads Payment Review Specialist
BCforward
Austin, TX
10.2017 - 08.2019
- Provided international billing and payments support for an influential social media platform.
- Championed billing and payments solutions to users and maintained internal communication channels with other teams; reported bugs, assisted with billing inquiries, and oversaw internal and high-level escalations for corporate users and political parties with global operations.
Education
Bachelor of Arts - Political Science And Government
Instituto De Estudios Superiores De Occidente
Guadalajara, Mexico.Skills
- Strategic planning
- Proactive Communication and Customer Service
- Business Ethics
- Customer Relationship Management
- Project Management
- Quantitative Research
- Leadership
- Bilingual (Spanish, English)
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Operations Team Lead
Accenture
07.2021 - 05.2023
Senior Analyst
Accenture
08.2019 - 07.2021
Ads Payment Review Specialist
BCforward
10.2017 - 08.2019
Bachelor of Arts - Political Science And Government
Instituto De Estudios Superiores De Occidente
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