Miurel Mayorga
Miami,FL
Summary
Goal-oriented leader with a proven track record in achieving team performance objectives and enhancing customer satisfaction. Committed to boosting team productivity through process improvements and effective leadership. Proficient in MS Office and team development, consistently exceeding goals by fostering teamwork and implementing strategic solutions. Demonstrates exceptional decision-making and customer service skills.
Overview
8
8
years of professional experience
Work History
Team Leader Manager - Xbox
Concentrix
01.2023 - 05.2024
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
- Enhanced problem-solving skills within the team through facilitating brainstorming sessions, encouraging creative thinking and action planning.
Quality Assurance Evaluator - Xbox
Concentrix
08.2019 - 01.2023
- Monitored and assessed customer service interactions to ensure adherence to company policies, quality standards, and regulatory requirements.
- Conducted evaluations of call center agents' performance, focusing on customer service skills, product knowledge, and adherence to scripted procedures.
- Provided detailed feedback to agents, highlighting strengths and identifying areas for improvement, while offering actionable recommendations for performance enhancement.
- Developed and implemented quality improvement initiatives, collaborating with training and management teams to ensure consistent service excellence.
- Analyzed call data and performance metrics to identify trends, training needs, and opportunities for process optimization.
- Maintained accurate records of evaluations, feedback sessions, and follow-up actions, ensuring comprehensive documentation for performance reviews.
- Facilitated training sessions and workshops to help agents improve their customer service skills and product knowledge.
- Ensured a high level of customer satisfaction by supporting agents in resolving complex customer issues and providing exceptional service.
Technical Support Representative - Xbox
Concentrix
12.2018 - 08.2019
- Provided technical assistance to customers via phone, chat, and email, resolving issues related to Xbox hardware, software, and network connectivity.
- Diagnosed and troubleshooted technical problems, guiding customers through step-by-step solutions to ensure timely and effective problem resolution.
- Assisted with account management tasks, including password resets, account recovery, and subscription services, ensuring customer account security and satisfaction.
- Utilized CRM software to document customer interactions, track issues, and maintain accurate records of support provided.
- Educated customers on product features, system updates, and best practices to enhance their gaming experience and maximize the use of Xbox services.
- Collaborated with cross-functional teams to escalate and resolve complex technical issues, ensuring a seamless customer support experience.
- Maintained up-to-date knowledge of Xbox products, services, and industry trends, participating in ongoing training and development programs.
- Achieved performance metrics such as response time, resolution time, and customer satisfaction scores, consistently meeting or exceeding targets.
Quality Analyst - Target
Accedo Technologies
12.2017 - 10.2018
- Analyzed quality and performance data to support operational decision-making.
- 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 consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Developed comprehensive training materials for new hires, fostering a culture of knowledge sharing and continuous learning within the team.
- Monitored KPIs to proactively address bottlenecks and quality issues.
Customer Service Representative - Target
Accedo Technologies
10.2016 - 12.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
BBA -
UPOLI
Managua, Nicaragua10.2015
Skills
MS Office
Time Management
Decision-Making
Goal-Oriented
Customer Service
Teamwork and Collaboration
Team Leadership
Business Analysis and Reporting
Critical Thinking
Data Entry
Performance reviewing
Languages
Spanish
English
Timeline
Team Leader Manager - Xbox
Concentrix
01.2023 - 05.2024
Quality Assurance Evaluator - Xbox
Concentrix
08.2019 - 01.2023
Technical Support Representative - Xbox
Concentrix
12.2018 - 08.2019
Quality Analyst - Target
Accedo Technologies
12.2017 - 10.2018
Customer Service Representative - Target
Accedo Technologies
10.2016 - 12.2017
BBA -
UPOLI