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María González | Deck Operations Manager

Location: Cali, Valle del Cauca, Colombia

Compensation range discussed (USD): $2,000 - $2,800

LinkedIn Profile | Email: mafegonja3193@gmail.com | Phone: +57 319 7107550

Candidate Snapshot

US-Based Experience:

Over 7 years of experience working with US-based clients. She's worked with companies such as Sutherland Global Services, where she managed a bilingual customer service team of up to 20 agents for a financial company in the United States.

Team Leadership Experience:

She has managed the day-to-day operations for teams of up to 40 people in different business functions such as customer service and sales, ensuring efficient performance and alignment with objectives.

Her leadership accomplishments include:

○ Coaching and mentoring new hires and junior team members.

○ Managing sales campaigns focused on migration and new lines of service.

○ Supervising teams to meet individual and group sales targets.

○ Conducting regular reports for clients on new employee quality and project performance.

Education:

○ Bachelor's in Business Administration | Universidad Nacional de Colombia

Tools Used:

○ Advanced: CRM, NICE, Amazon Workspace, Google G Suite, Slack

○ Intermediate: Salesforce, Five9, Power BI, Guru, Jira

○ Beginner: MaestroQA, Workday

Meet María

This video from our screening interview provides a look into María's background and her experience within the US market.

Key Qualifications & Highlights

Team Leadership Environment

○ Team Leadership Experience: Track record of successfully managing teams of up to 40 agents for clients in the US, Canada, and Colombia.

○ Multi-Industry Leadership: Extensive experience leading various teams, including a multi-channel customer service team at TaskUs, a bilingual customer service team at Sutherland Global Services, and sales teams at Uno27 S.A. and Azteca Comunicaciones Colombia.

○ Talent Development: Specializes in developing and implementing training programs that improve team productivity and service quality. Her focus is on motivating and empowering work teams to achieve company goals.

Operations Management

○ Process Optimization: As a Team Manager, she implements data-driven strategies to improve performance and satisfaction, as demonstrated by her ability to significantly increase FCR.

○ Client-Oriented Experience: She has a proven track record of managing relationships with clients in the BPO, customer service, finance, and telecommunications sectors, ensuring their expectations are met.

○ Remote & On-Site Team Management Experience: She has successfully managed customer service teams both on-site and remotely.

○ Client-Facing Expertise: She acted as the "voice of the customer" for Product, Engineering, and UX teams, directly influencing the development of new products and usability improvements.

Top Team Leadership Achievement (Star Method)

○ Situation: As the only Bilingual Team Manager for the entire overnight shift at Sutherland Global Services, she led a team of 40 agents from 8:00 p.m. to 6:00 a.m. The entire operation was struggling with a low First Contact Resolution (FCR) rate of 68%, which led to increased call volume and customer frustration.

○ Task: Her goal was to significantly improve the FCR and overall performance of the overnight team without sacrificing service quality.

○ Actions: To address this, she created a unique solution: a dedicated "UCI" (Unit of Intensive Care) station for in-office agents whose FCR was below target. For remote agents, she established a mandatory virtual workroom. Both "units" were equipped with extensive resources, including direct lines to subject matter experts and updated knowledge bases. Additionally, she developed and delivered focused training sessions, introduced a peer-mentoring system, and conducted one-on-one coaching using call recordings.

○ Results: Within less than two months, her team's First Contact Resolution (FCR) rate increased from 68% to 83%. This improvement had a ripple effect, leading to higher customer satisfaction (CSAT), a decrease in invalid escalations, and a rise in quality assurance (QA) scores. The new processes and the UCI concept were later adopted as a best practice by other teams.

Screening Interview - Key observations

○ Approach to AI: She has extensive experience with AI tools in her current role, using them for tasks like quality assurance, sentiment analysis, and managing idle times. She views AI as a powerful tool but emphasizes the critical need for a human component to teach, oversee, and ensure accuracy, likening it to a "kid" that needs guidance to avoid mistakes.

○ Management Philosophy: Her management style is rooted in building trust and strong personal relationships with her team members. She strives to be the leader she never had, focusing on creating a supportive environment and understanding each team member individually. Her goal is to develop top performers so they leave for better opportunities, not because they are running away from a bad work environment.

○ Areas for Development: She is actively working on improving her ability to "see the bigger picture" and not react impulsively to perceived injustices. She has learned to slow down, research a situation thoroughly, and approach her manager with a well-supported perspective rather than an immediate complaint.