Maria A.
Senior Customer Service Team Leader
Open to offersNew to PlatformAbout
Maria Andrea M. is a seasoned Team Leader and customer service professional with over 13 years of experience in the BPO industry. At UnifyCx, she oversaw agent KPIs such as average handling time (AHT), customer satisfaction (CSAT), and productivity, providing consistent performance management, coaching, and fostering a collaborative work environment. Her history includes delivering technical support for internet, mobile, hardware, and software services at Telus Philippines, Concentrix, and SPi Global, resolving escalations and coordinating with support teams to address complex issues. Earlier at AFNI Philippines, she managed customer inquiries and billing concerns, ensuring efficient and professional service for high-volume accounts. Maria Andrea M. has demonstrated strong capabilities in quality assurance, conflict resolution, and team supervision across multiple business domains within the BPO and technical support sectors.
Experience
Team Leader
UnifyCx · 2023 — 2026Oversaw agent KPIs such as AHT, CSAT, QA, productivity, and attendance. Sessions for coaching, performance evaluations, and feedback discussions were regularly conducted. Developed action plans to assist underperforming team members in achieving their goals. Encouraged a positive work atmosphere while promoting accountability and teamwork. Resolved conflicts and addressed employee concerns promptly.Technical Support Representative
Telus Philippines · 2021 — 2022Delivered technical support for internet and mobile services. Helped customers troubleshoot and resolve various service and device-related issues. Focused on maintaining a high level of customer satisfaction while consistently achieving performance metrics.Customer Service Representative
AFNI Philippines · 2008 — 2021Processed customer inquiries, billing issues, and account support requests. Provided professional and efficient service to a considerable number of customers. Ensured accurate documentation and effectively handled escalations.Technical Support Representative
Concentrix · 2015 — 2017Assisted customers with both hardware and software troubleshooting. Logged technical concerns and delivered accurate solutions in a timely manner. Collaborated with internal support teams to resolve complex issues.Technical Support Representative
SPi Global · 2013 — 2015Provided technical assistance through calls and email communications. Achieved high first-call resolution and customer retention rates. Operated effectively in a fast-paced, team-oriented environment.
Skills & Expertise
Education
- Programming NC IVI-Net Asia Technological School · 2006 — 2008
- High SchoolPedro T. Mendiola Sr. Memorial National High School · 2002 — 2006
- ElementarySan Jose Pilot Elementary School · 1996 — 2002
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