Maricela Calvillo

Team Leadership Responsibilities:

• Supervise a high-performing remote operations team supporting nationwide healthcare services, ensuring SLA compliance and service excellence.
• Manage daily workflows, staffing schedules, and real-time performance metrics using platforms like Five9 and Atlassian.
• Coach and mentor team members to promote professional growth, productivity, and accountability.
• Act as the primary escalation point for client and operational issues, implementing long-term solutions in collaboration with leadership.
• Lead onboarding and training programs to ensure smooth integration and readiness of new hires.
• Partner with cross-functional teams, including Quality Assurance, Training, and IT, to align operations with evolving organizational priorities.

Project Manager Responsibilities:

• Manage end-to-end project lifecycles from planning through completion, including project scoping, stakeholder coordination, and risk identification.
• Lead cross-functional initiatives aimed at enhancing internal systems, optimizing workflows, and improving client outcomes.
• Develop project timelines, assign responsibilities, and track progress to ensure milestones are met on schedule.
• Guide internal teams through the rollout of new system updates and tools, ensuring successful adoption and minimal disruption.
• Conduct post-project reviews to evaluate outcomes, document lessons learned, and drive process improvements.
• Deliver comprehensive progress reports and updates to leadership to ensure project transparency and alignment.

• Conduct comprehensive evaluations and provide constructive feedback across departments to ensure alignment with organizational standards.
• Analyze performance data and emerging trends to recommend strategic solutions for closing performance gaps and enhancing operational efficiency.
• Perform regular audits of client accounts to ensure compliance with internal policies, industry regulations, and contractual requirements.
• Facilitate weekly coaching sessions for agents and advisors, establishing clear performance improvement plans and tracking progress over time.
• Design and implement strategies to optimize key performance indicators (KPIs), leveraging scorecards and targeted training to increase productivity and customer satisfaction.

• Managed day-to-day office operations for a licensed electrical contracting company serving residential and commercial clients across the Bay Area.
• Scheduled and dispatched electricians to service calls and job sites, balancing workload and priority for maintenance, upgrades, and new installations.
• Handled incoming service requests, provided estimates, and communicated with clients to schedule walkthroughs, installations, and repairs.
• Prepared bid proposals and assisted with pricing for both residential remodels and small-scale commercial buildouts.
• Submitted and tracked city and county permit applications, ensuring compliance with local electrical codes and inspection timelines.
• Managed material procurement, tracked deliveries, and coordinated with suppliers to avoid project delays and control costs.
• Supported payroll processing by gathering timecards, logging job codes, and submitting hours for field employees.
• Created schedules, tracked multiple active projects, and provided administrative support to ensure smooth workflow between the field and office.

• Served as the main contact for union members, contractors, and staff, handling bilingual communications and daily administrative operations.
• Maintained and updated a digital database of over 1,000 active and retired members, ensuring accuracy in dues, benefits, and eligibility records.
• Processed benefit forms, annuity contributions, and insurance documentation, ensuring compliance with union policies.
• Conducted new member orientations and provided bilingual support to ensure clear understanding of union expectations.
• Organized union meetings and tracked training schedules, certifications, and apprenticeship requirements.
• Created and managed internal documents, reports, and spreadsheets to support executive leadership and improve operational efficiency.