Maité Tejeda Medina
Client Service And Operations
Santo Domingo Este
Summary
Adept at people management and SOP adherence, I enhanced team performance and project delivery standards at Hire Horatio. My background includes fostering inclusive environments, as demonstrated at Roblox, and mentoring teams to exceed client expectations. My approach combines coaching skills with rigorous audit reporting, achieving notable improvements in service quality and efficiency.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Senior Team Lead
Hire Horatio
08.2020 - Current
- Conducted regular performance evaluations for staff members, providing constructive feedback and outlining areas of improvement for different client simultaneously.
- Successfully completed projects within deadlines, ensuring timely delivery to clients without compromising quality standards.
- Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives' use.
- Escalated issues to proper channels when standard processes were not effective.
Text Filter Moderator
Roblox
Santo Domingo, Nacional
02.2018 - 03.2020
- Analyzed user data to identify trends and proactively address potential issues within the community.
- Collaborated with fellow moderators to create a safe, inclusive online environment for users.
- Reviewed and approved content submissions according to established policies, ensuring quality control across all channels.
Customer Service Associate
ERC
12.2015 - 02.2018
- Maintained a high level of product knowledge, providing accurate information to customers.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Assisted customers in navigating company's products and services, enhancing their overall experience.
Education
Bachelor of Science - Accountant
Universidad APEC
Santo Domingo 05.2001 -
Skills
People management
Coaching and mentoring
SOP adherence
Client communication
Audit reporting
Timeline
Senior Team Lead
Hire Horatio
08.2020 - Current
Text Filter Moderator
Roblox
02.2018 - 03.2020
Customer Service Associate
ERC
12.2015 - 02.2018
Bachelor of Science - Accountant
Universidad APEC
05.2001 -
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