Goal-oriented team manager with exceptional leadership, communication, and multitasking skills. Proficient in setting and achieving team objectives, as well as resolving interpersonal conflicts. Extensive hands-on experience in overseeing daily operations and guiding team members towards success.
Hi, I’m
MARIA STONE
Spring
Summary
Overview
16
years of professional experience
1
Certification
Work History
Cortica
Behavioral Interventionist
07.2024 - 09.2024
Job overview
- Collaborated with multidisciplinary teams to evaluate client progress and adapt strategies effectively.
- Designed and implemented individualized behavioral intervention plans to support client development.
- Conducted assessments to identify behavioral needs, ensuring tailored interventions were in place.
- Maintained detailed documentation of client sessions, tracking progress and adjusting plans as necessary.
- Engaged clients using evidence-based methodologies, fostering skill acquisition and social integration.
- Promoted a positive learning environment by modeling appropriate social skills and fostering respectful interactions among students.
- Reduced classroom disruptions by providing proactive support to teachers in managing challenging behaviors.
Alorica- Express Scripts
Team Manager
11.2023 - 03.2024
Job overview
- Led team of 15 to exceed performance targets, boosting productivity and enhancing client satisfaction. Implemented process improvements, reducing errors and increasing efficiency.
- Mentored team members, fostering professional growth and collaborative environment. Resolved complex client issues, ensuring timely and effective solutions.
- Analyzed performance metrics, driving strategic decisions for continuous improvement. Managed team to exceed sales targets by 15% through strategic business planning.
- Directed cross-functional teams to achieve project milestones and operational goals.
- Implemented performance metrics to monitor team effectiveness and drive continuous improvement.
- Facilitated regular team meetings to communicate objectives and align on priorities effectively.
Alorica- Barclays
Team Manager
05.2023 - 09.2023
Job overview
- Led staff performance initiatives, achieving measurable improvements in key metrics and team efficiency. Monitored daily attendance for compliance, enhancing overall team discipline and reliability.
- Evaluated calls to improve coaching sessions, aiding in agent development and root cause analysis.
- Delivered daily feedback on KPIs, resulting in improved quality and reduced handle time.
- Administered recognition programs, significantly boosting team morale and motivation.
Alorica- Turbo Tax
Team Manager
11.2022 - 04.2023
Job overview
- Boosted team morale and performance through incentives and a positive work environment.
- Maintained high adherence rates by monitoring daily attendance.
- Enhanced team development with targeted coaching and call evaluations. Provided daily KPI feedback to ensure quality and efficiency.
- Resolved escalated customer issues, ensuring satisfaction with subject matter expertise.
Alorica- Costco
Team Manager
04.2022 - 11.2022
Job overview
- Led staff performance initiatives, achieving measurable improvements in key metrics. Monitored daily attendance, ensuring compliance with company standards.
- Evaluated calls to enhance coaching sessions, aiding in agent development and root cause analysis.
- Delivered daily feedback on key performance indicators, improving quality and handle time.
- Administered recognition programs, significantly boosting team morale and motivation.
Alorica-Turbo Tax
Team Manager
02.2022 - 04.2022
Job overview
- Motivated team with incentives, fostering a positive environment and enhancing performance.
- Monitored daily attendance, maintaining high adherence rates for optimal team efficiency.
- Evaluated calls to improve coaching, aiding in team development and performance.
- Provided daily feedback on KPIs, ensuring quality, attendance, and call handling standards.
- Resolved escalated customer issues, leveraging expertise for customer satisfaction.
Alorica- QVC
Customer Service Agent
08.2021 - 02.2022
Job overview
- Opened and maintained customer accounts, ensuring accurate and complete information flow. Resolved product/service issues by identifying problems and implementing effective solutions.
- Assessed customer needs to achieve high satisfaction and fostered trust through open communication. Met personal and team sales targets, consistently handling high call volumes.
- Followed up on customer issues to ensure resolution, enhancing overall service quality.
Growth & Guidance Daycare
Child Care Worker
02.2020 - 08.2021
Job overview
- Ensure child safety and well-being, maintain hygiene, and monitor emotional development.
- Organize educational activities and maintain daily routines for balanced growth.
- Prepare nutritious meals and snacks, manage dietary needs, and track progress.
- Address behavioral issues and collaborate with parents for effective solutions.
- Reported developmental milestones to parents, enhancing child engagement.
Segnik Healthcare Services
Healthcare Worker
10.2018 - 02.2020
Job overview
- Assisted with daily tasks, improving patient comfort and care quality Supported speech therapy, enhancing patient communication skills Transported patients safely, ensuring timely medical appointments
Customized Cleaning & Organizing
Self-Employed
08.2016 - 10.2018
Job overview
- Managed daily operations and finances, ensuring smooth business continuity and client satisfaction.
- Scheduled and coordinated services for business and residential clients, maintaining high standards.
- Tracked income and expenses, ensuring accurate financial records and budget adherence.
- Provided a range of cleaning services, from one-time cleanings to deep cleanings, meeting diverse client needs.
Growth & Guidance Daycare
Child Care Worker
03.2014 - 08.2016
Job overview
- Ensured child safety and security, fostering a nurturing environment. Prepared balanced meals, promoting healthy eating habits.
- Maintained hygiene standards, assisting with personal care routines.
- Implemented engaging activities, enhancing learning and exploration. Managed daily operations, improving safety and educational outcomes.
HB Plus Bandamatic
Logistics Manager/Customer Service Manager/Insides Sales Representative/Accounts Receivable Clerk
08.2012 - 02.2014
Job overview
- Resolved logistics issues, ensuring compliance and customer satisfaction through effective problem-solving. Monitored import/export processes for legal compliance, enhancing operational efficiency.
- Directed distribution center operations, achieving cost and productivity goals.
- Negotiated transportation rates, reducing costs and improving service quality.
- Collaborated across departments to integrate logistics with business systems, optimizing workflows.
HB Plus Bandamatic
Customer Service Manager
07.2012 - 08.2012
Job overview
- Resolved customer complaints across channels, ensuring prompt issue resolution and improved satisfaction. Verified account information and managed orders, refunds, and exchanges for seamless transactions.
- Suggested solutions for product issues, enhancing customer experience and retention.
- Handled order placements and cancellations, providing accurate company information. Analyzed customer feedback to improve process efficiency and service delivery.
NCO
Site Administrator
06.2009 - 07.2012
Job overview
- Issued building passes and headsets, resolving issues promptly to maintain security and efficiency
- Supported front desk operations including security, inventory, and equipment maintenance Coordinated interviews between management and vendors, ensuring a smooth and efficient process Reviewed vendor products and provided recommendations, improving procurement decisions
- Built and maintained effective relationships with vendors and employees, enhancing workplace collaboration
NCO
HR Receptionist
02.2009 - 06.2009
Job overview
- Directed calls to associates, improving communication and reducing response times. Greeted and guided visitors, bolstering the company's professional image.
- Managed office supplies, ensuring timely procurement and distribution.
- Handled clerical tasks like photocopying, faxing, filing, and mail sorting, enhancing office efficiency.
- Oversaw front desk operations, ensuring smooth workflow and high visitor satisfaction.
Cape Air
Customer Service Agent
06.2008 - 10.2008
Job overview
- Trained new staff on reservations and flight management software, boosting team efficiency and accuracy.
- Assisted customers with directions and local information, enhancing satisfaction and loyalty.
- Operated computerized ticket terminal, ensuring seamless ticketing and boarding processes.
- Verified passenger counts and seat availability, maintaining compliance and flight safety.
Education
The Sawyer School
Honors Certificate from Hospitality, Travel, and Event Planning Program
11.2008
University Overview
Skills
- Quality Assurance
- Sales Force
- Reservation coordination
- Excel & Word
- Microsoft Outlook
- Administrative duties
- Hospitality & Travel
- Oral Communications
- Amazon Connect & Oracle
- Team leadership
- Individual performance coaching
- Performance Management
- Problem Solving
- Workflow Management
- Customer Service
- Prioritization and scheduling
- Conflict Resolution
- Collaborative team development
Accomplishments
Accomplishments
- Been complimented by your supervisor or co-workers
- Contributed to good customer service
- Received a merit award for my performance
Certification
Received a certification in Hospitality and Event Planning.
Languages
English
Work Type
Full TimeWork Location
RemoteTimeline
Behavioral Interventionist
Cortica
07.2024 - 09.2024
Team Manager
Alorica- Express Scripts
11.2023 - 03.2024
Team Manager
Alorica- Barclays
05.2023 - 09.2023
Team Manager
Alorica- Turbo Tax
11.2022 - 04.2023
Team Manager
Alorica- Costco
04.2022 - 11.2022
Team Manager
Alorica-Turbo Tax
02.2022 - 04.2022
Customer Service Agent
Alorica- QVC
08.2021 - 02.2022
Child Care Worker
Growth & Guidance Daycare
02.2020 - 08.2021
Healthcare Worker
Segnik Healthcare Services
10.2018 - 02.2020
Self-Employed
Customized Cleaning & Organizing
08.2016 - 10.2018
Child Care Worker
Growth & Guidance Daycare
03.2014 - 08.2016
Logistics Manager/Customer Service Manager/Insides Sales Representative/Accounts Receivable Clerk
HB Plus Bandamatic
08.2012 - 02.2014
Customer Service Manager
HB Plus Bandamatic
07.2012 - 08.2012
Site Administrator
NCO
06.2009 - 07.2012
HR Receptionist
NCO
02.2009 - 06.2009
Customer Service Agent
Cape Air
06.2008 - 10.2008
The Sawyer School
Honors Certificate from Hospitality, Travel, and Event Planning Program
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