Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

MARIA CARTER

Subic Bay

Summary

Adept at maintaining customer satisfaction and collaborating across departments to support sales and service processes. Team- and result-oriented with a superior work ethic and adaptable approach.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Team Leader II

DOXA Solutions
02.2022 - Current
  • Client Operations & Onboarding: Act as the primary operational liaison between employees and clients, ensuring smooth onboarding through intake discussions and effective management of recruiting information.
  • Recruitment Strategy: Develop and execute recruitment strategies for each position, balancing quality and speed in collaboration with internal recruiting teams.
  • Escalation & Communication: Serve as the key escalation point for resolving issues between operations and clients, while providing regular progress updates to all stakeholders.
  • Employer Brand Transformation: Lead the Employer Brand Transformation process by gathering branding assets, guiding clients through the 8-module framework, and producing targeted recruitment marketing collateral.
  • Client Account Management: Build and maintain strong client relationships through regular status meetings, analytical reporting, and consistent follow-up to ensure alignment and satisfaction.
  • Competitive & Strategic Expertise: Utilize independent subject matter expertise, including AI-driven insights and competitor research, to tailor recruitment marketing strategies and enhance brand positioning.
  • Cross-Functional Collaboration: Work closely with recruiting, marketing, and leadership teams to ensure seamless service delivery, meeting deadlines and exceeding client expectations.

Engagement Manager

Go2
08.2021 - Current
  • Provided input into team practices and areas in need of improvement.
  • Consulted with customers to gather and define requirements.
  • Expanded personnel skill sets by team mentoring both individually and in groups.
  • Planned and facilitated meetings to share marketing plans and explain future business goals.
  • Interviewed and hired talented individuals to add value to the team.
  • Cultivated business partnerships to build lasting relationships with internal and external parties.
  • Evaluated marketing personnel and offered actionable feedback on ways to improve.

Assistant Center Manager

Teleperformance
03.2018 - 06.2021
  • Motivated and led team members to work together to achieve targets.
  • Delivered exceptional client experiences through the hands-on leadership of associates and managers.
  • Oversaw operations at high volume.
  • Delegated work to staff, setting priorities and goals.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Formed and sustained strategic relationships with clients.
  • Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
  • Used strong issue-resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Prepared staff work schedules and assigned team members to specific duties.

Customer Relationship Manager

Stream Global Solutions
09.2009 - 01.2018
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Directed customer support team members and leveraged data analytics to identify areas of improvement and accountability.
  • Addressed inquiries from clients and department team members.
  • Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
  • Provided an exemplary level of service to customers to extend relationships for future business opportunities.
  • Revised department schedules to maximize coverage during peak hours.
  • Drove customer escalations to resolution by engaging directly with clients.
  • Prepared documentation, reports, and logs to identify and manage sales metrics and support process-driven activities.
  • Coached and motivated new employees, driving performance development within team.
  • Developed, implemented and monitored programs to maximize customer satisfaction.
  • Delivered solution-based strategies to customers to solve pending issues on accounts.

Sr Customer Service Representative

Sykes Asia
04.2004 - 12.2008
  • Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Monitored customer accounts to track outstanding issues and implement new solutions.
  • Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
  • Educated customers about products, pricing, and policies to address and resolve issues.
  • Consulted with customers regarding needs and addressed concerns.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Education

Bachelor of Arts - Development Communication

Ateneo De Naga University
03.2004

Skills

  • Strategic Planning and Alignment
  • Relationship Building
  • Performance Evaluations
  • Training and Onboarding
  • Complex Problem Solving
  • Implementation Management
  • Online Presence Monitoring
  • Complaint Resolution
  • Calendar Management
  • Root Cause Analysis
  • Microsoft Office
  • Corporate Communication
  • Decision Making
  • Conflict Resolution
  • Project Management
  • Customer Retention Strategies
  • Business Needs Analysis
  • Staff Monitoring

Certification

  • Lean Six Sigma White Belt - 2011
  • Lean Six Sigma Yellow Belt - 2012
  • Lean Six Sigma Green Belt - 2015

Timeline

Team Leader II

DOXA Solutions
02.2022 - Current

Engagement Manager

Go2
08.2021 - Current

Assistant Center Manager

Teleperformance
03.2018 - 06.2021

Customer Relationship Manager

Stream Global Solutions
09.2009 - 01.2018

Sr Customer Service Representative

Sykes Asia
04.2004 - 12.2008

Bachelor of Arts - Development Communication

Ateneo De Naga University

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MARIA CARTER