Maritza Ayala
Cleveland,TX
Summary
Bilingual Customer Service Representative. Dependable and reliable worker equipped for fast-paced work and changing daily needs. Serves customers effectively with attention to detail and hardworking approach. Seeks opportunities to go beyond basics, improve processes, and increase customer satisfaction.
Overview
34
34
years of professional experience
Work History
CX Quality Analyst Supervisor
Shell Energy Solutions
05.2022 - Current
- Developed Quality SOPs for Quality Analyst group with instructions on their daily quality expectations
- Created and revised procedures, checklists, and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating trends for coaching purposes
- Assigned to complete the NICE CX-One QM project to enable Quality Team and Supervisors to complete evaluations and generate pre-built reports for quality purposes
- Complete Quality training to outsource quality team to cover Quality expectations and how to use the NICE CX-One Quality Manager system
- Strengthened internal communication channels through regular meetings with stakeholders across departments, Colombia (AGR) and Mexico(TP), facilitating seamless information exchange related to quality assurance efforts.
- Scheduled calibrations with stakeholders, including internal/external managers, quality analysts, and trainers, to review and score three calls weekly to help improve sales and agent performance in the call center.
- Ensured compliance with regulatory requirements by reviewing documentation and maintaining accurate information.
- Advised developers on problems with Salesforce/Webtool performance and other account issues.
CX Support and Quality Analyst
Iberdrola Texas (AVANGRID)
07.2020 - 07.2021
- Supported customers & internal agents through the company "Contact Us" & Escalation Customer Service email box by providing helpful information, answering account questions or concerns, and responding to complaints.
- Assisting customers with payments, processing service order requests, validating orders by ERCOT, handling customer inquiries, resolving billing issues, completing billing adjustments, issuing payment arrangements, and collections on electric service.
- Maintained healthy, proactive relationships with Care Team members, achieving productivity and quality targets.
- Worked with managers in both the Customer Service and Sales departments to understand and address diverse problems, consistently improving team performance and efficiency
- Involved in creating Customer Service and Sales Department Quality Script & Evaluation forms for both department channels
- Prepared calibrations with managers, quality analyst and trainers to review 4 calls weekly, score calls to help improve sales and agent performance in the call center
Customer Service Loan Officer
Horizon Finance
01.2020 - 07.2020
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Kept records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken.
- Performed administrative support functions such as processing payments, balancing cash draws, and reconciling accounts.
- Collect payment on 30 - 180 days overdue accounts by informing customers of their debt and their various options for repayment or advise of further action (small claims) to collect payment on debts.
- Evaluate loan applications and review required documents for new and refinance accounts with available credit.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
CX Escalation Specialist
Direct Energy
07.2018 - 11.2019
- Resolved customer complaints by effectively managing escalations and addressing concerns on time.
- Coordinated with other departments to gather necessary information and resources to resolve escalated cases successfully.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Streamlined the escalation process by developing clear communication guidelines for team members and stakeholders.
- Maintained comprehensive records of all escalated cases, tracking trends and identifying areas for improvement. PUCT
Multi Skill Customer Support & Quality Analyst
IQor Technologies
05.2005 - 07.2018
- Trained and provided constructive coaching feedback for improvement of performance.
- Ensured materials were accessible, and equipment was operating at full capacity.
- Communicated policy updates to the team, answered questions, and enforced compliance.
- Addressed and resolved customer inquiries and complaints and engaged with customers to determine product satisfaction levels.
- Supervisor Skill trained on multiple campaigns: Mobile Insurance, Roadside Assistance, AT&T cell phone, cable, and internet product offers
- Under the Bounce Energy campaign -Call monitoring and providing actionable insight. Gather information to help improve agent performance in the call center. Use an evaluation form to capture the call information.
- Review recorded, side-by-side, or live calls and provide immediate feedback to agents to avoid Critical Errors.
- Identify common customer issues, improve customer experience, and help standardize communication processes with customer.
- Train new and tenure agents on Quality Call score requirements, customer Service Call Scripts, and Evaluation form
- Monitor two calls per agent- sales and service calls, 76 weekly to close with 304 calls observed monthly and maintain a quality average above 85%
Collection Manager and Audit Analyst
Island Finance
05.1990 - 02.2004
- Maintained accurate records of all collection activities, providing transparency to stakeholders and senior management.
- Promoted a culture of continuous improvement within the collections department by regularly soliciting feedback from team members and implementing changes based on their recommendations.
- Reduced delinquency rates through vigilant monitoring and proactive communication with clients.
- Leveraged advanced data analysis tools to identify trends in payment behavior, enabling informed decision-making for future collection efforts.
- Perform clerical tasks such as typing, filing, and copies. Run bank reconciliation reports to verify the total amount lent daily and balance, and avoid any overages that may need to be reported.
- Process loans, type required fields in disclosures, enter-sign check amount disbursed, revise documents, and close loans.
- Completed training in Iowa to initiate a collection department in each financial institution
- Reviewed delinquent accounts from 30-180 days past due to initiate collection efforts by telephone, mail, or personal visits to solicit payment
- Answer customer questions regarding delinquency on the accounts and strategies for debt repayment.
- Reviewed total on each delinquent category and set reduction plan to reduce collection by 3%-5% MTD
- Initiate a collection team review of each assigned delinquent category to identify accounts that need follow-up according to broken promises.
- Initiate small claims on delinquent accounts over $5,000.00 in debt with excessive collection effort.
- Assigned to audit and review collection efforts on the following regions: St. Croix, St. Thomas, Mexico, Netherlands-Aruba, Bonaire and St. Martin, Trinidad & Tobago
Education
No Degree - Accounting Course
University of The Virgin Islands
St. Thomas, USVIHigh School Diploma -
St. Croix Central High School
Kingshill, St. Croix, USVI 06.1990
Skills
- Monitoring / Quality processes
- Customer Focus
- Risk Assessment
- Active Listening and Learning
- Time Management / Multi-Task
- Able to rapidly gain product knowledge
Timeline
CX Quality Analyst Supervisor
Shell Energy Solutions
05.2022 - Current
CX Support and Quality Analyst
Iberdrola Texas (AVANGRID)
07.2020 - 07.2021
Customer Service Loan Officer
Horizon Finance
01.2020 - 07.2020
CX Escalation Specialist
Direct Energy
07.2018 - 11.2019
Multi Skill Customer Support & Quality Analyst
IQor Technologies
05.2005 - 07.2018
Collection Manager and Audit Analyst
Island Finance
05.1990 - 02.2004
No Degree - Accounting Course
University of The Virgin Islands
High School Diploma -
St. Croix Central High School
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