Summary
Overview
Work History
Education
Skills
Timeline
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Maria Fernanda Angulo Marquez

Tijuana, Baja California

Summary

Dynamic leader with seven years of experience playing key role in achieving daily objectives and long-term goals across diverse BPO platforms. Excel in timely and accurate execution of company projects. Strongly committed to inicreasing productivity and service quality via strategic planning and allocation of resources as well as implementation of process improvements. Skilled with superior communication, fast learning, technological and organizational skills.

Overview

7
7
years of professional experience

Work History

Business Development Executive

Caliente.mx
04.2024 - Current
  • Developing an engaging customer experience by identifying the user's needs, personal interests and providing a first contact resolution.
  • Assisting users with general and detailed inquiries regarding sports betting and online casino gambling.
  • Contributed to team goals in fast-paced workload while remaining above the quality metrics.

Human Resources Coordinator

Sunrise Call Center
11.2023 - 04.2024
  • Maintained human resources information system and kept employee files up to date and accurate to submit their IMSS paperwork.
  • Coordinated recruitment ads, filtered applications, performed interviews and promoted referral programs for current employees.
  • Conducted new employee onboarding and provided ongoing orientation training.
  • Completed background and reference checks to facilitate hiring and onboarding of employees.
  • Processed weekly payroll and incentives to improve attendance compliance.

Operations Supervisor

TaskUs
08.2020 - 09.2023
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Identified and enhanced employees' talent and skills to ensure constant goal-oriented development.
  • Executed action plans focusing on maximizing results while keeping reasonable workload for employees.
  • Coached employees interested in growing within the organization based on practical scenarios and projects.

Customer Service Trainer

Telvista
05.2018 - 08.2020
  • Created curricula, SOPs, documents and written assessments for various types of training courses.
  • Developed and implemented training programs for 120 employees.
  • Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in higher graduation rate and longer retention of new hires as well as tenured employees.

Education

BBA - Human Resources Management

UTEL
Naucalpan, México, Mexico
08.2022

High School Diploma -

Cetis 58
Tijuana, Mexico
07.2017

Skills

  • Payroll and timekeeping
  • Hiring and recruitment
  • 5S Principles
  • PDCA glidepath
  • Key Performance Indicators (KPIs) analysis
  • Task Delegation
  • Training material development
  • Problem prevention and resolution

Timeline

Business Development Executive

Caliente.mx
04.2024 - Current

Human Resources Coordinator

Sunrise Call Center
11.2023 - 04.2024

Operations Supervisor

TaskUs
08.2020 - 09.2023

Customer Service Trainer

Telvista
05.2018 - 08.2020

BBA - Human Resources Management

UTEL

High School Diploma -

Cetis 58

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Maria Fernanda Angulo Marquez