Maria Sutherlin
San Antonio,TX
Summary
Product Support Supervisor with experience in call center operations, customer service excellence, coaching, and performance improvement. Leads a team of 13 product support professionals, reduced call transfer rates by 50%, and decreased incomplete support tickets by 75% through training and quality oversight. Brings management and leadership, data analysis techniques, and Microsoft Office Suite proficiency.
Overview
17
17
years of professional experience
Work History
Product Support Supervisor
MEDTRONIC
San Antonio, TX
10.2021 - 05.2026
- Led, coached, and developed a team of 13 product support professionals in a high-volume call center, driving performance, quality, customer satisfaction, and operational excellence.
- Provided technical guidance and support to internal and external customers, resolving complex product, software, and operational issues to enhance customer satisfaction.
- Acted as the primary escalation point for advanced customer inquiries, troubleshooting medical devices and coordinating timely issue resolution.
- Collaborated with Quality, Engineering, and cross-functional stakeholders to identify recurring issues and implement corrective actions that improved customer experience.
- Presented KPI dashboards, performance trends, and operational recommendations to cross-functional leadership, enabling data-driven business decisions.
- Reduced call transfer rates by 50% through targeted coaching, workflow optimization, and enhanced troubleshooting strategies while consistently exceeding departmental KPIs.
- Decreased delays caused by incomplete support tickets by 75% within six months by implementing standardized documentation training and quality oversight; nearly eliminated the issue by Q3 2026 and received leadership recognition for the achievement.
Training Team Manager
TRANSFORMCO (SEARS HOLDINGS CORP)
San Antonio, TX
09.2017 - 04.2020
- Increased training graduation rates by 20% within six months through targeted coaching, performance gap analysis, and individualized development plans, achieving 100% graduation across six consecutive classes.
- Successfully onboarded 95%+ of new hires by implementing structured 30-, 60-, and 90-day development plans and providing ongoing coaching and performance support.
- Directed training operations in high-volume call center, facilitating instructor-led classes for up to 20 associates while overseeing attendance, engagement, performance, and attrition to ensure effective training delivery.
- Served as Subject Matter Expert (SME) for Technical Support and Repair operations, contributing to curriculum development, knowledge assessments, and training academy design.
- Partnered with learning experience designers to develop technical training focused on product knowledge, troubleshooting, customer psychology, communication, and change management.
- Analyzed training effectiveness using Level 1 surveys, attrition reports, customer feedback, and performance metrics to identify coaching opportunities and improve business outcomes.
- Monitored nesting team performance by evaluating quality, sales, customer satisfaction, and productivity metrics, identifying areas for improvement to enhance overall team effectiveness.
Training Advocate
SEARS HOLDINGS CORP
San Antonio, TX
09.2013 - 09.2017
- Improved employee retention by 20% and accelerated new hire productivity by creating engaging onboarding experiences and facilitating successful technical and cultural transitions.
- Partnered with Team Managers to improve low-performing associates, increasing proficiency levels to 95% or higher within the first 90 days.
- Evaluated new hire proficiency in call handling, order processing, and troubleshooting, providing targeted coaching to address performance gaps.
- Resolved complex customer issues while coaching associates on troubleshooting, execution, and escalation procedures, improving their skills and confidence.
- Coached and mentored call center associates transitioning from training to production, enhancing readiness and operational performance.
Customer Solutions Representative
SEARS HOLDINGS CORP
San Antonio, TX
04.2009 - 09.2013
- Resolved complex customer issues while coaching associates on troubleshooting and escalation procedures to improve service quality.
- Managed escalated customer complaints from investigation to resolution, coordinating follow-up to address concerns and enhance customer experience.
- Coached and mentored call center associates transitioning from training into production environments, improving readiness and operational performance.
- Evaluated new hire proficiency in call handling and order processing, providing targeted coaching to improve performance and efficiency.
- Partnered with Team Managers to improve low-performing associates, increasing proficiency levels to 95% or higher within the first 90 days.
- Improved employee retention by 20% and accelerated new hire productivity by creating engaging onboarding experiences and facilitating successful technical and cultural transitions.
Education
Bachelor's degree - foreign Languages & Literatures
UNIVERSITY OF MESSINA
Messina, ItalySkills
Personal Information
Title: Learning & Development Manager
Timeline
Product Support Supervisor
MEDTRONIC
10.2021 - 05.2026
Training Team Manager
TRANSFORMCO (SEARS HOLDINGS CORP)
09.2017 - 04.2020
Training Advocate
SEARS HOLDINGS CORP
09.2013 - 09.2017
Customer Solutions Representative
SEARS HOLDINGS CORP
04.2009 - 09.2013
Bachelor's degree - foreign Languages & Literatures
UNIVERSITY OF MESSINA