Maria Lacayo
Doral,FL
Summary
Dynamic Guest Care Vendor Supervisor with expertise in vendor BPO management, quality assurance, and process improvement. Achieved consistent CSAT scores of 85-90% while reducing average handle time by 10%. Committed to enhancing customer experience through effective KPI management.
Overview
11
11
years of professional experience
Work History
Guest Care Vendor Supervisor, Contact Center Operations
Spirit Airlines
08.2023 - 05.2026
- Managed daily operations of high-volume omni-channel BPO contact centers, ensuring excellence in customer experience experience for over 100 agents.
- Maintained CSAT scores between 85-90% alongside an average of 95% quality assurance scores.
- Achieved a 10% month-over-month reduction in average handle time during the last quarter.
- Implemented action plans that promoted accountability and continuous improvement in key performance indicators, including average handle time and CSAT.
- Conducted weekly audits to identify service trends and initiate process improvements for enhanced customer experience.
- Facilitated weekly, monthly, and quarterly business reviews with management to evaluate operational metrics and identify performance gaps.
- Facilitated monthly performance reviews with senior leadership, showcasing customer experience initiatives aimed at achieving metric goals and improving service quality.
- Developed escalation and specialty teams desk, emphasizing key performance metrics for improved customer satisfaction and first contact resolution.
- Attended weekly WFM meeting to hold BPO accountable for schedule adherence and advanced planning and scheduling (APS) goals.
Guest Care Quality Assurance Analyst
Spirit Airlines
03.2020 - 08.2023
- Managed five BPO omni-channel quality assurance departments to uphold quality standard compliance.
- Facilitated weekly calibrations to align quality analysts, operations, and trainers on evaluation criteria, ensuring consistent quality assessments.
- Conducted weekly QA audits with chat quality analysts to ensure adherence to headquarters' scoring standards.
- Provided headquarters leadership with weekly QA reports summarizing scoring results and evaluation metrics.
- Issued weekly coaching alerts identifying learning opportunities and trends, supporting targeted performance improvements.
- Researched and delivered detailed feedback on escalated guest complaints and suggested process and customer service improvements.
- Enabled new BPO site launches by mentoring new agents throughout nesting phase.
- Collaborated with new quality analysts to standardize scoring and feedback practices, aligning them with quality assurance standards.
Quality Assurance Analyst, Appointment Call Center
UHealthConnect
03.2015 - 03.2020
- Monitored new and tenured agents to uphold service quality standards for uHealth patients.
- Delivered feedback to agents to ensure adherence to policies and call center expectations.
- Evaluated trends for individual agents and department, sending weekly QA blasts as reference tools.
- Facilitated weekly huddles with agents and supervisors to review performance and address key topics.
- Facilitated successful transitions for newly hired agents in the First90 program through structured coaching.
- Led refresher training sessions for call center agents to enhance service delivery skills.
- Assisted in developing uHealthConnect and LGBTQ Quality Expectations Manuals to standardize service protocols.
- Researched and delivered detailed service recoveries for complaints and compliments received from uHealth.
Education
Associates in Arts -
Miami Dade College
Miami, Florida12-2010
High School Diploma -
Miami Coral Park Senior High School
Miami, FL06-2003
Skills
- Vendor BPO Management
- Quality Assurance
- KPI management
- Performance Metrics
- Process Improvement
- Customer Experience
- Omni-channel Contact Center Software: Cresta, Sprinklr, Calabrio, Quiq, NICE inContact, NICE Engage (Ai Enabled)
- Customer Service Software
- CRM: Microsoft Dynamics
- Microsoft Office: Word, Excel, Outlook, PowerPoint
- Team Leadership
- Bilingual: English & Spanish
Timeline
Guest Care Vendor Supervisor, Contact Center Operations
Spirit Airlines
08.2023 - 05.2026
Guest Care Quality Assurance Analyst
Spirit Airlines
03.2020 - 08.2023
Quality Assurance Analyst, Appointment Call Center
UHealthConnect
03.2015 - 03.2020
Associates in Arts -
Miami Dade College
High School Diploma -
Miami Coral Park Senior High School