Maria Diaz de Perez
San Juan Opico
Summary
Professional in managing and overseeing customer service and sales operations throughout the company or a particular branch. This includes ensuring that customer service and sales practices are well-established and adhered to by employees. Applies coordination and collaborative problem-solving skills, with strong team leadership, to maintain team spirit and drive sales performance. Extremely hardworking and consistently driven to achieve the company's goals.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Seasonal Talent Acquisition Director Belize City
Ready Call Center Belize
10.2024 - 02.2025
- Coordinated with finance teams in structuring financing arrangements for acquisitions, optimizing capital allocation across deals.
- Assisted in the development of long-term growth plans by providing data-driven insights on acquisition performance trends.
- Enhanced overall deal success rates through continuous improvement initiatives aimed at refining internal processes.
- Established rigorous due diligence protocols that improved risk assessment capabilities during the acquisition process.
- Monitored market trends and competitor activities, adjusting acquisition strategies accordingly to maintain a competitive edge.
Sales Team Leader
Convergys Ltd.
02.2020 - 09.2024
- Provide support on high product and policy knowledge
- Historical monitoring Direct Reports to discover knowledge gaps around products and sales
- Ensure support is provided to the expected professionalism level
- Identify trends and develop competitive environments to create a strong business performance and present findings and recommendations to other peers
- Responsible for coaching, motivate and accountability
- Work with Cluster Management for performance management
- Root cause analysis
- Action plans with a 30-60-90-day period
- Evaluate levels of process and staff effectiveness and work with Business stakeholders to create and collaborate on execution of improvements plans
- Manage and review operational reports (attendance, adherence, Client Scorecard, Metrics and management reports.
Operations Specialist
Convergys Ltd.
08.2019 - 02.2020
- Support business solutions requirements and partner with the development and application delivery team on developing reports
- Implementation of actions to deliver related insights, seeking to drive significant impact and value enabled through data driven decisions across the business
- Help drive and support accurate financial forecasting and planning cycles for business visibility
- Suggest budget and perform modeling and financial analysis related to investments
- Attend business reviews with Direct Client
- Manage Team Leaders and support staff and synchronize business needs to meet client goals
- Analize and maintain all Client Service Level Agreements
- Manage and review operational reports (attendance, adherence, Client Scorecard, Metrics and management reports.
Team Leader Supervisor Bell Canada
Convergys Ltd.
05.2015 - 08.2019
- Responsible for the day-to day supervision of a group of associates including work and attendance monitoring
- Effectively coach direct reports on their performance and ensure metrics are achieved
- Identify performance related issues, develop an action plan for improvement, implement corrective action and include termination of employment
- Ensure the service delivered to our customers meets contractual Key Performance Indicators and financial expectations
- Conduct Team Meetings to ensure expedient communication of relevant information is understood and considered
- Promote values through both behavior and attitude are implemented.
Technical Support Bell Canada
Convergys Ltd.
01.2014 - 05.2015
- Offered technical support and customer service to Bell Canada (Internet and Phone support
- Coached peers and received Supervisor escalation calls
- Taking appropriate actions and offering a prompt solution to customer´s complaints and issues
- Support Trainings, updates, Feedback, propose action plans to improve internal metrics.
Customer Care Manager
Ready Call Center Ltd. Belize
06.2011 - 01.2014
- To respond to input from customers and support managers (complaints, praise and concerns) to help us identify better ways of providing the service
- Determining quick fixes to put immediate issues right
- Identify root causes of issues and put forward proposals to the management team for improving the system and service to ensure that longer term solution is provided
- Presenting to management team each month on headline stats and analysis with recommendations for changes
- Working with Support Managers to determine what is and isn’t working
- Undertaking customer satisfaction research to identify customer’s experience of service.
Quality Manager
Ready Call center Ltd. Belize
08.2009 - 06.2011
- Manage documentation related to Quality System guidelines
- Formulate and manage the development and implementation of goals, objectives, policies, procedures and systems pertaining to the quality assurance and regulatory functions
- Develop, implement, communicate and maintain a quality plan to bring the Company’s Quality Systems and Policies into compliance with quality system requirements
- Provide leadership for developing and directing Quality Assurance and Quality improvement initiatives
- Report on timely basis to executive management on the performance of the quality system, any non-compliance issues and recommended actions.
Supervisor
Sykes El Salvador
03.2008 - 06.2009
- Setting goals and objectives
- Providing assistance and support
- Providing a climate for motivation
- Creating a supportive working relationship
- Emphasizing continuing development
- Monthly presentations of performance.
Tracfone Corporate Quality Evaluator
Servicios Laborales S.A de C.V
03.2006 - 03.2008
- Evaluating Performance of National and International Call Centers
- Providing Feedback to Improve Customer Service Experience
- Conference with Client
- Creating Report for Internal and External Support
- Identify Root Cause and Proposal of Action Plans.
Tracfone Wireless Operator
Servicios Laborales S.A de C.V
- 03.2006
- Offered technical support and customer service to TRACFONE cellular phone users in the United States
- Coached peers and received Supervisor escalation calls
- Taking appropriate actions and offering a prompt solution to customer´s complaints and issues.
Education
Skills
- Bilingual: speak, read and write English and Spanish fluently
- Strong written and verbal communication skills
- Experience in working with a variety of clients and internal team members
- Self-motivated, dependable and goal oriented
- Customer Service, Technical Support and Sales experiences
- Exceptional account relationship and management capabilities
- Ability to adapt to changes quickly according to business needs and processes
- Manage Microsoft Office, Internet, Electronic mail and other desktop publishing software
References
Personal references furnished upon request.
Languages
English
Proficient
C2
Spanish
Proficient
C2
Certification
- Certified in Spanish - LATAM Virtual - Root Cause Analysis
- Certified in Root Cause Analysis
- Certified in Change Management
- Certified in Effective Communication - Learning in Action
- Certified in Moving Forward with Change Planning
- Certified in Leading Your Team Through Change
- Certified in Leading Sales Team Effective Team Huddles
- Certified in Client Relationship Management
- Certified in Getting to the Root of a Problem
- Certified in Being a Fair and Caring Manager
Timeline
Seasonal Talent Acquisition Director Belize City
Ready Call Center Belize
10.2024 - 02.2025
Sales Team Leader
Convergys Ltd.
02.2020 - 09.2024
Operations Specialist
Convergys Ltd.
08.2019 - 02.2020
Team Leader Supervisor Bell Canada
Convergys Ltd.
05.2015 - 08.2019
Technical Support Bell Canada
Convergys Ltd.
01.2014 - 05.2015
Customer Care Manager
Ready Call Center Ltd. Belize
06.2011 - 01.2014
Quality Manager
Ready Call center Ltd. Belize
08.2009 - 06.2011
Supervisor
Sykes El Salvador
03.2008 - 06.2009
Tracfone Corporate Quality Evaluator
Servicios Laborales S.A de C.V
03.2006 - 03.2008
Tracfone Wireless Operator
Servicios Laborales S.A de C.V
- 03.2006
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