Maria Villada

- Delivered compassionate, high-quality support across 50–80 inbound calls and emails daily, resolving complex customer issues with a strong focus on first-contact resolution.

- Served as a subject matter resource for escalated after-sales, billing, and repair cases, ensuring accurate and timely resolution.

- Translated complex service processes into clear, step-by-step guidance, empowering customers to navigate systems independently.

- Partnered with internal departments (Sales, Operations, Repair Centers) to resolve multi-step issues requiring cross-functional coordination.

- Maintained detailed, compliant documentation in CRM systems while handling sensitive customer and financial information.

- Achieved a customer satisfaction score of 8.9/10 in a fast-paced, high-volume environment.

- Ranked 3rd in sales, contributing $223,750 in annual revenue while maintaining service quality standards.

- Managed 80–100 customer interactions daily via phone, resolving complex account, billing, and eligibility-related inquiries with accuracy and empathy

- De-escalated high-stress situations by actively listening, gathering relevant information, and providing clear resolutions

- Reviewed documentation and transactions for accuracy while adhering to strict regulatory and confidentiality standards

- Owned customer issues through resolution, coordinating follow-ups and partnering with internal teams as needed

- Ranked in the top 14% nationally and earned Top Performer Award (Top 1%) for service excellence

- Oversaw daily operations, including order coordination, inventory tracking, vendor management, and client onboarding.

- Implemented inventory and process tracking systems to improve accuracy, reporting, and operational efficiency.

- Trained and supported team members while ensuring adherence to procedures, timelines, and customer service standards.

- Managed sensitive business and client information with a high level of discretion and attention to detail.