Maria A.
Mid-Level Customer Service Trainer
Open to offersNew to PlatformAbout
Maria G. is a seasoned Customer Service Representative from Managua, Nicaragua, with over two years of comprehensive experience in the customer service sector. Her roles at esteemed organizations like Foundever, Ibex, and Concentrix have equipped her with a robust skill set involving active listening, Zendesk management, and data analysis. At Foundever, Maria excelled in managing high-volume communications via phone, chat, and email, addressing guest inquiries with patience and tact. At Ibex, she demonstrated her ability to resolve digital membership issues, enhance customer retention, and maintain high performance metrics, which led to her promotion as an In-Team Trainer. In this role, she delivered structured training, guided role-plays, and presented performance results to foster team development. During her time at Concentrix, Maria handled financial service-related queries, identified fraud patterns, and ensured PCI compliance. Fluent in both Spanish and English, she is adept at cross-functional communication and adapting to various customer needs.
Experience
Customer Service Representative
Concentrix · 2025 — 2026Provided high-volume telephone support, assisting customers with financial bank products in a professional manner. Addressed inquiries related to banking accounts and app support while guiding users through a financial services application. Identified and prevented issues related to synthetic identities, account takeover attempts, and fraudulent applications. Managed communication with affected members while ensuring empathy and security. Recognized suspicious behaviors and data inconsistencies indicative of potential fraud, safeguarding sensitive information. Adhered to data protection standards, maintaining PCI compliance while managing personal and banking data, and escalated urgent cases to resolve priority issues quickly.In-Team Trainer
Ibex · 2024 — 2025Conducted structured onboarding and training for new hires, modifying approaches to fit various learning styles. Facilitated role-playing, mock calls, and system simulations to prepare new agents before they began live operations. Offered real-time coaching to reduce anxiety and prevent mistakes, and developed SMART action plans to enhance trainee performance. Presented weekly performance metrics to the client, tracking call and chat quality trends to inform decision-making.Customer Service Representative
Foundever · 2023 — 2024Handled a large number of incoming phone calls and responded to guest inquiries via live chat and email, ensuring prompt and accurate order resolution. Practiced active listening to fully comprehend guest concerns before providing responses. Managed frustrated customers with empathy, particularly when addressing issues related to lost orders, delayed shipments, or unavailable items. Articulated details regarding online tracking, return policies, and promotions in clear, simple language.Customer Service Representative
Ibex · 2024 — 2024Oversaw customer order requests via tracking systems, efficiently resolving shipping, delivery, account, and membership issues. Addressed challenges related to digital memberships, including login errors and family account linkages, while processing renewals and cancellations. Utilized retention program knowledge to re-engage customers with negative experiences. Managed the processing and tracking of multiple orders, ensuring accurate delivery while investigating issues related to freight delays and damaged items. Sustained high performance in metrics such as Average Handle Time (AHT) and Customer Satisfaction (CSAT), subsequently promoted to In-Team Trainer.
Skills & Expertise
Education
- High School DiplomaColegio Pureza de Maria, Villa Venezuela · 2013 — 2017
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