Maureen Bonilla

Operations Leader and Project Coordinator with 15+ years of experience driving business operations, customer programs, and process improvement across multinational organizations. Proven success leading cross-functional teams of 100+ employees, improving KPI performance, optimizing business processes, and enhancing customer satisfaction while ensuring operational excellence. Skilled in stakeholder management, project coordination, workforce planning, reporting and analytics, quality management, resource planning, and continuous improvement.

Operations Coordinator at Information Evolution (2026 – Present)

• Directed daily operations across three client accounts supporting more than 100 researchers, achieving SLA compliance and improving operational performance through workforce planning and KPI management.
• Led Team Leads by implementing structured coaching, performance management, and employee development plans that strengthened operational consistency.
• Monitored and analyzed KPIs including SLA, QA, CSAT, productivity, adherence, and turnaround time to identify trends and implement continuous improvement initiatives.
• Partnered with Operations, Quality, and Client stakeholders to resolve escalations, mitigate operational risks, and improve service delivery.
• Coordinated onboarding activities, operational reporting, documentation, and process improvement projects supporting business growth.

Back Office QA Team Lead at Information Evolution (2024 – 2025)

• Led a team of 25 Quality Analysts responsible for quality assurance, compliance, coaching, and performance management.
• Conducted quality audits, calibration sessions, and root cause analysis to improve operational performance and client satisfaction.
• Collaborated with Operations Leadership to standardize quality processes and drive continuous improvement initiatives.

Back Office Researcher at Information Evolution (2023 – 2024)

• Validated business information and maintained data accuracy.
• Delivered client projects through research, documentation, and quality assurance.

Senior Quality Analyst at Concentrix (2019 – 2023)

• Increased customer satisfaction by 96% by redesigning quality assurance processes, implementing targeted coaching programs, and providing continuous performance feedback.
• Performed quality evaluations, root cause analysis, and trend reporting to improve customer experience and operational efficiency.
• Partnered with Operations and Training teams to develop action plans that improved quality metrics and reduced recurring issues.

Customer Service Representative – Cisco Back Office at Concentrix (2017 – 2019)

• Delivered internal customers with quoting, operational requests, and service coordination.
• Maintained SLA compliance while delivering excellent customer service.

Procurement Specialist at Farmavisión (2016 – 2016)

Procurement Assistant at Florida Bebidas (2014 – 2015)

Executive Assistant / BP&A Expense Analyst / Procurement Assistant at Citi Shared Services (2011 – 2014)

Customer Service Specialist at Tico Times (2009 – 2011)

Compliance Coordinator at Diageo PLC, USA (2006 – 2008)

Bachelor of Business Administration – Lewis University