Maria De Padua
Alexandria,USA
Summary
Customer-focused operations and account management professional with 10+ years of experience supporting enterprise clients, driving KPI performance, managing forecasts, and partnering cross-functionally to deliver growth. Proven ability to translate data into insights, manage complex client relationships, optimize commercial performance, and execute against service, revenue, and operational targets. Adept at analytics, executive presentations, and continuous improvement in fast-paced environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Client Service Delivery
Concentrix
08.2021 - Current
- Serve as the primary point of contact for enterprise customer accounts, owning day-to-day communication, performance alignment, and issue resolution.
- Drive achievement of contractual KPIs by translating customer objectives into executable operational plans.
- Analyze performance, volume, and trend data to identify risks and growth opportunities, delivering insight-based recommendations.
- Partner cross-functionally with Analytics, Finance, Workforce Management, Quality, and Training teams to support customer objectives.
- Support forecasting, volume planning, and monthly financial reconciliation, ensuring billing accuracy and spend alignment.
- Develop and deliver customer-facing business reviews and executive presentations summarizing results, insights, and action plans.
- Act as escalation lead for customer concerns, ensuring timely resolution and stakeholder communication.
Operations Manager
Concentrix
01.2021 - 08.2021
- Led operational teams delivering services for customer accounts, ensuring consistent execution against performance targets.
- Managed staffing models, forecasting, and capacity planning to align resources with customer demand.
- Coached and developed direct reports through structured performance management and development planning.
- Implemented data-driven process improvements that increased productivity and KPI attainment.
- Partnered with client-facing leaders to ensure operational readiness and performance stability.
Sr. Specialist, Control & Compliance
Concentrix
09.2019 - 01.2021
- Designed and maintained performance and compliance dashboards to monitor trends and identify corrective actions.
- Developed and enforced SOPs aligned with client, regulatory, and enterprise requirements.
- Partnered with leadership to implement procedural controls, reducing compliance incidents quarter over quarter.
- Delivered reporting and insights to senior stakeholders.
Supervisor
Concentrix
02.2018 - 09.2019
- Supervised frontline teams supporting client programs, driving KPI achievement and service consistency.
- Conducted coaching and performance reviews to improve quality and productivity.
- Collaborated with training and quality teams to address performance gaps.
Education
Associate of Science - Business Administration And Management
Northern Virginia Community College
Alexandria, VA08-2026
Skills
- Account & Customer Support
- KPI & Performance Management
- Forecasting & Volume Planning
- Data Analysis & Insight Generation
- Executive & Customer Presentations
- Commercial & Operational Reporting
- Cross-Functional Collaboration
- Process Improvement (Lean Six Sigma)
- Stakeholder Communication
- Excel & PowerPoint (Advanced)
- Voice of Customer (VoC) Insights
- Bilingual: English & Spanish
Certification
- Yellow Belt Lean Six Sigma (Spring, 2025)
- Green Belt Lean Six Sigma Ongoing
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Client Service Delivery
Concentrix
08.2021 - Current
Operations Manager
Concentrix
01.2021 - 08.2021
Sr. Specialist, Control & Compliance
Concentrix
09.2019 - 01.2021
Supervisor
Concentrix
02.2018 - 09.2019
Associate of Science - Business Administration And Management
Northern Virginia Community College