Mayra García

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•

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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.

• 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.

• 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.

• 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

• 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.