Maria Morales
Summary
Experienced with leading and managing teams to achieve operational excellence. Utilizes strategic planning and effective communication to drive team performance. Track record of fostering collaborative environment and meeting organizational objectives.
Overview
12
12
years of professional experience
Work History
Team Manager
Rogers Communications
03.2023 - 05.2024
- High Performance - meeting or exceeding departmental KPIs consistently through strong leadership skills combined with strategic coaching.
- Developed comprehensive training programs to enhance team members skills, ultimately leading to higher customer satisfaction rates.
- Recognized exemplary performance within the team, fostering a culture of continuous improvement and celebrating achievements that contribute to customer satisfaction.
- Collaborated with cross-functional departments to drive cohesive efforts towards common business goals and objectives
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives. (Productivity/Adherence, Revenue)
- Leader mentor, support growth and development
Supervisor - Customer Care
Shaw Cable Communications
04.2020 - 03.2023
- Drive high performance team through regular coaching, identifying opportunities for further skill development and training initiatives.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex business needs
Business Support - Tier III
Shaw Cable Communications
05.2015 - 03.2020
- Assisted with day-to-day operations, working efficiently and productively with senior leaders
- Manage and delegate department inbox; business client inquires / requests
- Implemented a knowledge management system to centralize information resources for easy access by the support team.
- Mentored junior team members, providing guidance on best practices and professional development opportunities.
- Collaborated with other departments to address customer needs holistically and provide comprehensive solutions.
Customer Care Support
Shaw Cable Communications
09.2012 - 04.2015
- Assisted with day-to-day operations, working efficiently and productively with all team members and leaders
- Monitored call quality assurance, provided findings to leader constructive feedback for coaching
- Improved customer satisfaction with prompt and courteous resolution advisor inquiries and complaints.
- Reduced conflict incidents significantly, fostering cohesive team environment through effective conflict resolution strategies.
Customer Sales Representative
Shaw Cable Communications
04.2012 - 08.2012
- Enhanced the overall customer experience by providing personalized recommendations based on their preferences and needs.
- Implemented cross-selling strategies during client interactions leading to increased sales revenue from existing customers.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Education
Business Administration
Southern Alberta Institute of Technology
Calgary, AB05-2008
Skills
- Client Relations
- Collaborative Team Leadership
- Staff management
- Operational Efficiency Enhancement
- CRM Expertise
- Performance management
- Mentorship and Support
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Team Manager
Rogers Communications
03.2023 - 05.2024
Supervisor - Customer Care
Shaw Cable Communications
04.2020 - 03.2023
Business Support - Tier III
Shaw Cable Communications
05.2015 - 03.2020
Customer Care Support
Shaw Cable Communications
09.2012 - 04.2015
Customer Sales Representative
Shaw Cable Communications
04.2012 - 08.2012
Business Administration
Southern Alberta Institute of Technology
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