MARIA FIGIROVA
Spring,TX
Summary
Dynamic professional offering solid customer service background, diligent attention to detail and hardworking nature. Energetic, focused and experienced coaching and mentoring new employees in service delivery, telephone etiquette and troubleshooting. Well-versed in sales, service and conflict resolution.
Overview
7
7
years of professional experience
Work History
Customer Services Lead
McLane Foodservice, Inc.
Houston, Texas
04.2019 - 05.2024
- Supported efficient call handling by processing add-on requests, credits, and tracking delivery times.
- Conducted periodic audits of call recordings and emails sent by agents for quality assurance purposes.
- Maintained accurate records of customer interactions and transactions.
- Reviewed customer feedback to identify areas for improvement in products and services.
- Implemented changes based on feedback received from customers.
- Worked closely with cross-functional departments including sales, marketing, and IT to facilitate efficient service delivery.
- Analyzed and recorded key metrics to monitor average response time and first call resolution rate.
- Ensured compliance with company policies and regulations related to customer service operations.
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Monitored team performance against set targets and KPIs.
- Collaborated with external vendors and suppliers providing support services related to customer service operations.
Event Specialist
Advantage Sales and Marketing
Spring, Texas
04.2017 - 03.2018
- Promoting products to consumers while maintaining the standards listed by the company.
Education
MBA -
University of Arizona global Campus
Arizona, United States07.2024
Bachelor of Arts in Journalism and English -
Ashford University
San Diego, California01.2016
Skills
- Retail Sales
- Team training and development
- Credit Analysis
- Marketing
- Order Management
- Customer service excellence
- Email Etiquette
- Research and analysis
- Customer Complaint Resolution
- Call center
- Administrative duties
- Telephone Etiquette
Awards
Gold Key Honor Society, Alpha Sigma Lambda, Mentor Champs, Magma Cum Laude, Customer Service Support of theYearr, Leadership Training
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Services Lead
McLane Foodservice, Inc.
04.2019 - 05.2024
Event Specialist
Advantage Sales and Marketing
04.2017 - 03.2018
MBA -
University of Arizona global Campus
Bachelor of Arts in Journalism and English -
Ashford University
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