Mariana Guido Vindas

• Monitored and evaluated agent interactions to ensure compliance with quality standards, company policies and KPIs • Acted as first escalation point for complex issues, ensuring prompt investigation, resolution. • Partnered with internal departments to improve processes, reduce errors, and enhance customer satisfaction. • Delivered feedback and coaching to drive performance improvements. • Contributed to documentation updates and process standardization to increase efficiency and clarity. • Developed and maintained quality reports and dashboards. • Led weekly presentations to communicate process updates and trends. • Coordinated calibration sessions and supported training material development.

• •Managed performance, KPIs, and scheduling for a team of 15 agents, ensuring consistent service quality. • Delegated and monitored tasks across team members to support operational priorities. • Collaborated with HR, workforce management, and operations teams to resolve issues and maintain service levels. • Delivered performance reviews, coaching, and improvement plans to achieve organizational goals.

Supported onboarding of groups of 50+ new hires, ensuring a smooth transition into production. • Provided real-time support, feedback, and guidance on tools, systems, and internal processes. • Strengthened new hire readiness, reducing ramp-up time and increasing training effectiveness.

• Facilitated onboarding sessions for groups of up to 24 employees. • Assisted trainers with content delivery and ensured consistency across training programs. • Mentored new hires in systems navigation, communication standards, and customer service best practices

Provided support for accounts, orders, deliveries, and refunds policies.

Provided financial support to credit card account holders. Serving with upgrades and changes, policies, billing, account services, fraud reports, credit card applications and KYC, among other services related to credit cards.