Summary
Overview
Work History
Education
Skills
Timeline
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MARIA VEGA

TX

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

20
20
years of professional experience

Work History

Customer Service Team Lead

ADT Security
03.2023 - Current
  • Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
  • Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
  • Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
  • Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
  • Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
  • Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Collaborated with cross-functional teams to develop new strategies for improving the overall customer experience.
  • Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.

Call Center Representative

ADT Security
10.2021 - 02.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.

Office Manager

PRO TEC INNOVATIONS
07.2018 - 03.2021
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
  • Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.

ACCOUNTS PAYABLE, PROJECT COORDINATOR

MULTI FAMILY ROOFING
06.2015 - 06.2018
  • Kept projects on schedule by managing deadlines and adjusting workflows.
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
  • Prepared meeting agendas and minutes for distribution and record keeping.
  • Created job files for each project and maintained current data in each file.
  • Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
  • Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
  • Managed budgets effectively, ensuring resource allocation was optimized for maximum project success.
  • Maintained database and spreadsheets with accurate inventory and status.
  • Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
  • Maintained accurate documentation of all projects, facilitating efficient audits and future reference.

Assistant Manager of Operations

VEGA CONSULTING & SERVICES
06.2004 - 07.2014
  • Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
  • Coordinated with General Manager in different operational issues and promotional activities.
  • Implemented safety protocols to maintain a secure work environment for employees.
  • Developed strong relationships with suppliers, resulting in improved product quality and delivery times.
  • Boosted customer satisfaction by addressing inquiries promptly and resolving issues effectively.
  • Optimized inventory management by closely monitoring stock levels and placing timely orders.
  • Assisted in budget planning and tracking, ensuring financial targets were met or exceeded.
  • Managed purchasing, sales, marketing and customer account operations efficiently.

SALES REPRESENTATIVE

B&E INDUSTRIES
10.2012 - 04.2014
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.

ASSISTANT MANAGER

XL PARTS
07.2010 - 07.2012
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.

Education

High School Diploma -

Venture High School
05.2005

Skills

  • Microsoft system
  • QuickBooks
  • Customer Relations
  • Professional telephone demeanor
  • Customer Satisfaction
  • Multi-line phone talent
  • Team Management
  • Escalation Handling
  • Team Training

Timeline

Customer Service Team Lead

ADT Security
03.2023 - Current

Call Center Representative

ADT Security
10.2021 - 02.2023

Office Manager

PRO TEC INNOVATIONS
07.2018 - 03.2021

ACCOUNTS PAYABLE, PROJECT COORDINATOR

MULTI FAMILY ROOFING
06.2015 - 06.2018

SALES REPRESENTATIVE

B&E INDUSTRIES
10.2012 - 04.2014

ASSISTANT MANAGER

XL PARTS
07.2010 - 07.2012

Assistant Manager of Operations

VEGA CONSULTING & SERVICES
06.2004 - 07.2014

High School Diploma -

Venture High School

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MARIA VEGA