Maria Garcia Lopez

• Team Development: Led and directed team development initiatives, delivering influential coaching and motivation to cultivate a positive and collaborative environment.
• Workload Management : Managed workload and priorities for a team of 18 to 35 content reviewers in a 24/7 project operation. Conducted roster audits to identify patterns and make necessary adjustments.
  
• Performance Monitoring: Monitored metrics and dashboards to ensure alignment with client requirements and performance targets, specifically focusing on quality and productivity.
  
• Career Counselling and Performance Development: Provided career counselling and performance development through regular 1:1 session, contributing to the improvement of team quality, attendance, performance, and behaviour from 72% to 96%.
  
• Process Optimization: Reviewed and optimized working methods, processes, and procedures for daily operations. Delegated tasks among team members and provided training to senior agents.

• Quality Evaluation and Performance Management: Reviewed quality samples, assessed team performance, provided feedback, suggested improvement processes.
• Data Analysis and Risk Identification: Conducted analysis to improve quality performance and identify risks.
• Liaison for Consistent Quality Measurements: Ensured consistent measurements and promoted standardization in evaluation processes.
• Escalation Point and Process Resolution: Addressed inquiries and resolved quality-related issues promptly.
• Delivery of Quality Reports: Delivered reports with insights and recommendations for improvement.

• Analysis: Thoroughly reviewed videos, analysing content quality, metrics, and viewer feedback. Improved average watch time by 20% and video shares by 15%.
• Process Quality and Customer Satisfaction: Exceeded process quality SLAs by 15% and maintained 95% customer satisfaction.
• Expertise in trust and safety policies: Proficient in handling Violent Extremism and Hate Speech & Harassment content.
Tier 2 certified with expertise in urgent queues and comments review.
• Communication and trend identification: Regularly communicated with team leaders, identifying abuse trends and suspicious patterns. Ensured compliance with client policies and maintained quality control for new policies

• Customer service and technical support: Assist customers with product demonstrations and technical support for Apple products.
• Fixtures and Merchandising: Maintain Apple fixtures and merchandising elements to meet Apple's standards.
• Cost optimization and productivity: Minimize costs and optimize productivity while delivering excellent customer service.
• Buying decision support: Provide guidance to assist customers with buying decisions.
• Operational Compliance: Follow operational policies and procedures, including cash handling, safety, and security protocols.

• Understand, goals, needs, customers, personalized, product recommendations, preferences
  
• Take care of, register operations, transactions, retail environment, customer satisfaction
  
• Uphold, visual standards, store, well organized shopping atmosphere
  Throughout the day, merchandise, placed correctly, availability, customers
  
• Skillfully handle , customers at once, paced retail setting, effectively addressing individual needs
  
• Work collaboratively with, store manager, team members, sales targets, delivering customer service