Maria Luz G. Buena

Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.

• Launches (2015) - Pioneer TM | Intuit
• Launches (2018)– Operations Manager | TripAdvisor.
• Revenue attainment (2023) – MoM increase from 500K to 1M.
• Client commendation (2023) – for responsiveness and dynamics exhibited while working with all workstreams.
• D4D (Design for Delight) Champion - a client-driven initiative, was chosen by the client to spearhead an Innovation Council aimed to resolve customer complaints on wait time through a strategic Attendance Management mechanism. This initiative impacted a 4pts lift in the site's overall NPS for the month.
• TNPS Care Bay Initiative designed & spearheaded QB tNPS Care Bay team and influenced ~20pts to lift in overall NPS through tactical execution of targeted action plans towards Customer Experience in alignment with the process.
• Nesting Expert - Handled Nesting teams in QB Customer Service primarily aimed to reduce the NH learning curve by quickly exposing consultants to performance reality (common challenges, quick tips, and tricks, call handling strategies, etc.)

• Red Flag Tracking – Led the awareness campaign intending to eliminate end-user critical defects, reduce ZT and/or Fatal cases, and ultimately build a culture of Integrity.
• Training Revamp – Spearheaded project proposal of adding Nesting with a customized design of expected productivity and learning events based on location (El Sal and Omaha)
• QA Score improvement via Manual Selection of Tickets – Managing consistency of audit’s ticket assignment.
• Reporting Overhaul – Investigated client and internal queries used to determine actual output for alignment.