Mayra García
Bayamon
Summary
Customer service professional with oexperience in the communications industry, including 10+ years in management. Possess strong leadership and strategic planning skills to drive high performance and achieve goals. Skilled in situational analysis and problem-solving with solid people skills. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets.
Overview
17
17
years of professional experience
1
1
Certification
Work History
General Manager Call Center Coordinator
Turnos PR
09.2024 - Current
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Developed and executed comprehensive employee training program, elevating staff skills and improving service delivery.
- Fostered culture of continuous improvement, introducing regular review sessions that boosted team performance and morale.
- Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Managed workforce planning initiatives, ensuring appropriate staffing levels during holidays, weekends, and other peak times.
- Developed tailored coaching plans to address individual needs and improve overall team performance metrics in the long run.
- Streamlined call center operations by implementing new processes, resulting in reduced wait times and increased productivity.
- Organized team-building activities that fostered camaraderie among employees while promoting strong work ethic.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Developed and implemented strategies to improve customer service.
Contact Center Manager
Liberty Puerto Rico
11.2020 - 05.2024
- Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
- Reduced call waits times by optimizing workforce scheduling and utilizing real-time data insights.
- Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Managed team of 14 supervisors and 170 indirect customer service representatives, ensuring top-notch service delivery to customers.
- Established positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Optimized call routing strategies to decrease call abandonment rates and improve overall customer experience.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Developed and implemented customer service policies and procedures.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Area Sales Manager
AT&T Mobility Call Center
01.2017 - 11.2020
- Strategic Partner Manager for Customer Loyalty Call Center in Barranquilla, Colombia
- In charge of Customer Loyalty Group in Colombia and Puerto Rico with 5 direct reports and 50+ indirect reports
- Direct and manage team of 6 additional direct reports and 60+ indirect reports for Mobility Sales and Service group.
- Established strong relationships with key clients, resulting in increased customer retention and satisfaction.
- Enhanced team performance by providing ongoing coaching, training, and mentoring to supervisors and sales representatives.
- Managed successful sales team, consistently achieving and exceeding monthly sales targets.
- Reported sales activity, generated sales quotations, and proposals and maintained customer contact database to achieve sales objectives and quota.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Quality Manager M&P
AT&T Mobility
01.2015 - 01.2016
- Directed and reviewed calls to ensure that quality standards were followed and properly implemented.
- Performed quality calibrations for Loyalty call centers in Puerto Rico and Colombia
- Processed audit reports on PDTS and START and provided feedback to leadership team.
- Coordinated with other teams and supervisors to address customer service topics to improve quality of service provided.
- Served as facilitator in interview and selection process of MI60 program
- Provided training and assistance for MI60 program employees on LEAP
- Shadowed Team Managers and MI60 employees on LEAP tactics.
- Launched quality assurance practices for each phase of development
Customer Service Team Manager
AT&T Mobility
01.2008 - 01.2015
- Supervised staff of 15 to 25 direct reports involved in customer service and retention.
- Collaborated closely with managers and staff to assess and meet customer service goals.
- Trained, guided, and monitored employee performance.
- Monitored over 30 calls monthly in customer service group to ensure proper productivity and quality.
- Coordinated teams and supervisors in several areas in customer service.
- Responsible for meeting productivity goals
- Reviewed progress of customer operations employees as related to productivity objectives and developed programs to improve overall call handling results.
- Served as resource to others in resolution of complex problems and issues.
Education
Master of Business Administration -
University of Phoenix
Phoenix, Arizona01.2013
Bachelor of Arts in Commercial Advertising -
University of Puerto Rico
Carolina, Puerto Rico01.1999
Skills
- Compliance knowledge
- Coaching and Mentoring
- Crisis Management
- Workforce Management
- Staff recruitment
- Effective leader
- Staff Management
- Hiring and Onboarding
Accomplishments
- Maintained the Language Loyalty Centers on the Top 5 Nationally during 2017
- Effectively guided the transition of the Puerto Rico Customer Loyalty Group to MSS during Aug-Sep 2017
- Top Area Manager in Customer Experience and Our Promise during 2018
Languages
Spanish
Native language
English
Proficient
C2
Certification
Certificación Gerencia de Proyectos
Universidad de Puerto Rico
Timeline
General Manager Call Center Coordinator
Turnos PR
09.2024 - Current
Contact Center Manager
Liberty Puerto Rico
11.2020 - 05.2024
Area Sales Manager
AT&T Mobility Call Center
01.2017 - 11.2020
Quality Manager M&P
AT&T Mobility
01.2015 - 01.2016
Customer Service Team Manager
AT&T Mobility
01.2008 - 01.2015
Master of Business Administration -
University of Phoenix
Bachelor of Arts in Commercial Advertising -
University of Puerto Rico
Similar Profiles
Mayra GarcíaMayra García
General Manager Call Center Coordinator at Turnos PRGeneral Manager Call Center Coordinator at Turnos PR
Kathy LeKathy Le
Insale Sales Coordinator at PR Fitness EquipmentInsale Sales Coordinator at PR Fitness Equipment
Taylor LoveTaylor Love
Graphic Design Intern at Lee Johnson Global PRGraphic Design Intern at Lee Johnson Global PR