Mariana Isabel Gómez Calvillo
CDMX
Summary
Results-driven professional with extensive experience in customer service, operations supervision, and training. Demonstrated leadership and analytical skills to optimize team performance, streamline processes, and enhance customer satisfaction. Proven problem-solving abilities, adept in project management and cross-functional collaboration. Passionate about fostering a positive work environment and driving continuous improvement.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Stripe
09.2023 - 02.2025
- Analyze and resolve technical issues efficiently
- Interact directly with users to identify and solve complex problems
- Develop expertise in products and platforms
- Optimize and scale support processes to improve efficiency
- Create and improve documentation for user self-service solutions
- Collaborate with Product and Engineering teams to enhance platform reliability
- Lead cross-functional projects to identify inefficiencies and implement sustainable solutions
Customer Support Coordinator
Runa HR
08.2022 - 08.2023
- Mastered prior skills, including providing feedback, assessing progress, and analyzing data
- Engaged in direct interaction to enhance customer satisfaction
- Created knowledge base articles to provide a more efficient training process
- Generated an environment in which employees feel capable of meeting expected performance
Operations Supervisor
Qualfon
08.2020 - 08.2022
- Generated reports and analyzed data, providing information to management
- Evaluated improvement progress in key performance metrics
- Provided feedback, both positive and constructive, for continuous improvement
- Created payroll incidents for my team
- Followed up with the client regarding team progress
Operations Supervisor
Teleperformance
09.2019 - 08.2020
- Supervised and managed a customer service team
- Monitored agent performance and ensured KPI compliance
- Conducted coaching sessions and training programs
- Developed strategies to improve operational efficiency
- Handled escalations and complex cases
Product Trainer
Teleperformance
07.2019 - 09.2019
- Generated commitment with new employees, increasing the average graduation rate
- Trained new staff or experienced employees
- Created support material in training, making training times more efficient
- Evaluated learning process through tests
- Improved communication with the operations team to ensure a smooth transition process
Customer Service Representative
Teleperformance
08.2018 - 06.2019
- Assisted customers with inquiries, complaints, and transactions
- Resolved issues professionally and efficiently
- Provided technical support for technology-related campaigns
- Processed payments, refunds, and account updates
- Followed protocols to ensure high-quality service
- Maintained accurate records of customer interactions
Education
Bachelor's Degree - Psychology
Universidad Latinoamericana (ULA)
07-2027
Skills
- Conflict Resolution
- Analytical Thinking
- Leadership & Team Management
- Fast Learner
- Effective Communication
- Adaptability
- KPI & Data Analysis
- Project Management
- Working Under Pressure
- Teamwork
- Problem Solving
- Onboarding processes
Certification
Six Sigma Green Belt
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Customer Support Specialist
Stripe
09.2023 - 02.2025
Customer Support Coordinator
Runa HR
08.2022 - 08.2023
Operations Supervisor
Qualfon
08.2020 - 08.2022
Operations Supervisor
Teleperformance
09.2019 - 08.2020
Product Trainer
Teleperformance
07.2019 - 09.2019
Customer Service Representative
Teleperformance
08.2018 - 06.2019
Six Sigma Green Belt
Bachelor's Degree - Psychology
Universidad Latinoamericana (ULA)
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