Mariel Rosario
Santo Domingo,D.N
Summary
Customer Support specialist with over 5 years of experience delivering service via phone, email. Skilled in resolving billing inquiries, troubleshooting issues, and managing high-volume queues while ensuring timely solutions. Background in recruiting operations and team leadership, with a focus on prioritizing tasks and meeting SLAs in fast-paced remote settings.
Overview
2
2
Languages
2
2
years of post-secondary education
12
12
years of professional experience
Work History
Team Lead – Talent Acquisition Operations
Thoughfocus
Santo Domingo, DN
07.2024 - 07.2026
- Coached team of 11 on communication, quality standards, and customer service best practices, improving overall team performance.
- Resolved escalated inquiries from candidates and internal stakeholders via email and phone, enhancing candidate experience.
- Collaborated with cross-functional teams to address and resolve complex issues, facilitating smoother operations.
- Prioritized multiple requests while consistently meeting service level agreements (SLAs).
- Created and maintained process documentation to improve consistency and efficiency.
Recruiting Coordinator
Thoughfocus
Santo Domingo, DN
01.2023 - 07.2024
- Scheduled meetings and coordinated multiple priorities simultaneously.
- Responded to high-volume email inquiries from candidates and hiring managers.
- Investigated hiring process issues and worked with internal teams to resolve them.
- Maintained accurate records while ensuring timely follow-up and excellent service.
Commercial Audio Analyst
Media Monitors
Santo Domingo, DN
01.2019 - 04.2022
- Analyzed broadcast media data and conducted quality checks to ensure accuracy and compliance with client requirements.
- Reviewed and validated large volumes of media content while consistently meeting productivity and quality targets.
- Created reports and delivered reliable data insights to support client decision-making.
- Trained new hires on workflows, quality standards, and best practices to improve team performance.
Customer Service Representative
ERC
Santo Domingo, DN
04.2017 - 07.2018
- Managed high-volume inbound customer calls regarding billing, payments, and account services.
- Investigated and resolved billing discrepancies.
- Met quality assurance and productivity goals while maintaining customer satisfaction.
- Documented customer interactions accurately.
- Escalated complex issues to specialized departments when necessary.
Customer Service Representative
Alorica
Santo Domingo, DN
02.2014 - 08.2015
- Troubleshot mobile service issues and guided customers through resolutions.
- Delivered accurate, efficient support in a fast-paced call center environment.
- Assisted customers with account management, billing, and service inquiries.
- Managed multiple systems simultaneously while handling customer interactions.
Education
Bachelor of Arts - Industrial And Organizational Psychology
UASD
Santo Domingo, DN 06.2024 - 07.2026
Skills
- Process Improvement
- Process Documentation
- Google Workspace
- Microsoft Office
- Ticket Management
- Escalation Management
- Problem Solving
- Multitasking
- Time Management
- Customer onboarding
- Customer service
Languages
Spanish
First Language
English
Proficient (C2)
C2
Timeline
Team Lead – Talent Acquisition Operations
Thoughfocus
07.2024 - 07.2026
Bachelor of Arts - Industrial And Organizational Psychology
UASD
06.2024 - 07.2026
Recruiting Coordinator
Thoughfocus
01.2023 - 07.2024
Commercial Audio Analyst
Media Monitors
01.2019 - 04.2022
Customer Service Representative
ERC
04.2017 - 07.2018
Customer Service Representative
Alorica
02.2014 - 08.2015