Mariana Gabriela

Bilingual Operations and Quality Specialist with experience in quality assurance, process improvement, performance analysis, operational coordination, and customer experience. Proven ability to monitor KPIs, identify operational gaps, coach teams, manage escalations, and implement process improvements in remote environments. Skilled at collaborating with cross-functional teams, supporting business operations, and driving performance through data-driven insights and continuous improvement initiatives.

Quality Analyst at Support Services Group (2023-10 – Present)

• Audit 40+ weekly customer interactions across chat and phone channels to ensure compliance with client requirements, quality standards, and performance KPIs.
• Conduct coaching sessions and performance reviews to support employee development and improve service quality.
• Partner with clients and operations teams during calibration sessions to align expectations and maintain evaluation consistency.
• Develop training materials, quality reports, and performance feedback resources.
• Analyze trends, identify operational gaps, and recommend process improvements to enhance overall performance.

Administrative & Operations Coordinator at LeFleur Props Mexico (2021-05 – Present)

• Coordinate daily business operations, logistics, inventory tracking, and administrative processes.
• Maintain and manage databases containing 300+ records while ensuring data accuracy and organization.
• Develop workflow improvements and operational procedures to increase efficiency and support business growth.
• Oversee project coordination, vendor communication, and operational planning activities.
• Support process documentation and continuous improvement initiatives across business operations.

Bilingual Customer Support Representative at Support Services Group (2023-07 – 2023-10)

• Delivered bilingual customer support in English and Spanish through chat and phone channels.
• Resolved customer inquiries, account concerns, and service-related issues while maintaining quality standards.
• Maintained accurate customer records and documentation within CRM systems.

Customer Support & Billing Specialist at Teleperformance Mexico (2017-06 – 2018-07)

• Assisted customers with billing inquiries, account support, and issue resolution.
• Supported onboarding and training activities for new team members.
• Maintained compliance with service standards and operational procedures.

Incomplete Degree in Communication Sciences & Technologies – Universidad Interamericana para el Desarrollo (UNID)