MARIA MACIAS
Haltom City,TX
Summary
Accomplished and results-driven leader with 15+ years of experience in customer service and team management. Proven ability to build strong relationships, resolve complex challenges, and drive customer loyalty. Recognized for leading major organizational initiatives, improving team performance, and executing large-scale projects with precision. Trusted by executive leadership for strategic thinking, professionalism, and a calm, solutions-focused approach. Recipient of the Deluxe CEO Leadership Award.
Overview
20
20
years of professional experience
Work History
Contact Center Manager
First American Payment Systems
11.2021 - Current
- Responsible for managing the day-to-day operations of a 13-time award winning contact center averaging 15,000+ inbound calls per month.
- Played a key role in developing the Chatbot AI solution, collaborating with technical teams and supporting implementation, training and cross department alignment.
- Implemented Microsoft Bookings as the primary scheduling platform, developed procedures, documentation, and cross team training to support adoption.
- Achieved high customer satisfaction rating through one call resolutions of customer issues, successfully resolving 94% of issues with a single phone call.
- Developed and implemented operating procedures to maintain quality service levels that averaged 90% and above.
- Actively participated in recruiting, interviewing, and hiring of customer service agents, team leads and supervisors.
- Minimized workflow issues by cross training staff on technical procedures, PCI and customer service practices.
- Assessed personnel performance and implemented incentives and team building events to boost morale.
Customer Support Manager
Agile Financial Systems
05.2021 - 11.2021
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Devised recommendations to streamline and simplify customer support systems and improve response time.
- Successful merged customer service and Payk12 support teams to better support all customers.
- Elevated customer satisfaction and loyalty by taking ownership of escalated customer issues and following through to resolution.
Coordinator - Retention and Customer Service
First American Payment Systems
01.2006 - 05.2021
- Supervised multiple departments including Customer Service, PCI, E3 and Retention.
- Cross trained multiple representatives to assist with call volume for PCI and Retention.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Prepared daily board reports to assist business leaders with key decision making and strategic operational planning.
- Suggested new retention procedures to persuade customers to stay with company, resulting in 33% save average.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
Education
Custom Graduate Certificate - Organizational Leadership
St. Catherine University
Saint Paul, MN05.2026
Bachelor of Arts - Criminal Justice
University of Texas - Arlington
Arlington 12.2023
High School Diploma -
Diamond Hill Jarvis H.S. H
Fort worth, tx05.2001
Skills
- Leadership & Staff Development
- Performance Management & Quality Assurance
- Project & Program Management
- Cross Functional Collaboration
- Process Improvement & SOP Development
- Employee Engagement & Culture Building
- Recruiting, Training & Onboarding
- Escalation & Issue Resolution
- Digital Tools: Canva, Jira, Microsoft Bookings, Microsoft Loop, SharePoint
- CRM: Merchant System, HubSpot, SalesForce
- Communication Systems: RingCentral, Netrio, Avaya, Microsoft Teams, Comm100, and Zoom
Accomplishments
- Deluxe CEO Leadership Award Recipient - 2025
- ATSI Call Center Award of Distinction: 2013-2025
- Contributor to AFS Dishout development: 2021
- Help Desk Analyst of the Year Nominee: 2007
- Call Center MVP: 2008
- Contributor to Retention Module build (2015) and PCISmart conversion (2017).
Languages
Spanish
Native or Bilingual
Timeline
Contact Center Manager
First American Payment Systems
11.2021 - Current
Customer Support Manager
Agile Financial Systems
05.2021 - 11.2021
Coordinator - Retention and Customer Service
First American Payment Systems
01.2006 - 05.2021
Custom Graduate Certificate - Organizational Leadership
St. Catherine University
Bachelor of Arts - Criminal Justice
University of Texas - Arlington
High School Diploma -
Diamond Hill Jarvis H.S. H