Maya Billy

• Consistently maintain high customer satisfaction by resolving issues on the first call with empathy and personalized service. Support Spanish-speaking customers through accurate translation of policies and product details. Meet performance metrics reliably while serving as a go-to resource for peers on complex calls and procedural guidance. Foster a collaborative team environment through open communication and knowledge sharing.

Led a high-performing team of Leads focused on elevating customer and partner satisfaction. Delivered real-time coaching and weekly one-on-ones to drive performance and growth. Monitored calls, cases, and KPIs to ensure engagement and accountability. Maintained direct, solution-oriented communication with partners and customers. Known for critical thinking under pressure and delivering cost-effective, innovative solutions. As Supervisor of the Executive Escalation Department, managed end-to-end resolution of high-priority cases for partners including VinFast, Lucid Motors, Rolls-Royce, Lotus, Karma, and Porsche.

Served a team of frontline dispatch agents to exceed performance goals through hands-on coaching and targeted development. Identified performance gaps through direct observation, data analysis, and root cause discussions. Set measurable goals with team members and facilitated weekly huddles to strengthen morale and team cohesion. Successfully developed and promoted over 20 team members through consistent mentorship and support.

Monitored the operations floor to ensure productivity and accuracy of workflows throughout cases. Identified unproductive trends and resolved issues through direct confrontation and coaching of agents. Submitted detailed reports of floor activity to the dispatch supervisor for coaching and documentation purposes. Ensured accurate attendance records for staffing and timecard precision. Executed new implementations, tools, processes, training programs, and the piloting of new partner integrations.