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I'm a bilingual customer service leader with over 8 years of experience in team management, coaching, and operational excellence. I guide teams through performance improvement and complex escalations, while maintaining professionalism and confidentiality under pressure. For me, communication is key. I use clear, empathetic, and timely communication to collaborate with stakeholders, support ambassadors, and ensure customers feel heard. I'm experienced in process improvement, data analysis, and strategic problem-solving to support service delivery and community needs. Adaptable and collaborative, I focus on accountability, inclusion, and creating an environment where teams thrive and customers feel supported.…I'm a bilingual customer service leader with over 8 years of experience in team management, coaching, and operational excellence. I guide teams through performance improvement and complex escalations, while maintaining professionalism and confidentiality under pressure. For me, communication is key. I use clear, empathetic, and timely communication to collaborate with stakeholders, support ambassadors, and ensure customers feel heard. I'm experienced in process improvement, data analysis, and strategic problem-solving to support service delivery and community needs. Adaptable and collaborative, I focus on accountability, inclusion, and creating an environment where teams thrive and customers feel supported.

Maria Fernanda Blanco

Project Manager, Content Creator, Content Producer, +2

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I'm a bilingual customer service leader with over 8 years of experience in team management, coaching, and operational excellence. I guide teams through performance improvement and complex escalations, while maintaining professionalism and confidentiality under pressure. For me, communication is key. I use clear, empathetic, and timely communication to collaborate with stakeholders, support ambassadors, and ensure customers feel heard. I'm experienced in process improvement, data analysis, and strategic problem-solving to support service delivery and community needs. Adaptable and collaborative, I focus on accountability, inclusion, and creating an environment where teams thrive and customers feel supported.…I'm a bilingual customer service leader with over 8 years of experience in team management, coaching, and operational excellence. I guide teams through performance improvement and complex escalations, while maintaining professionalism and confidentiality under pressure. For me, communication is key. I use clear, empathetic, and timely communication to collaborate with stakeholders, support ambassadors, and ensure customers feel heard. I'm experienced in process improvement, data analysis, and strategic problem-solving to support service delivery and community needs. Adaptable and collaborative, I focus on accountability, inclusion, and creating an environment where teams thrive and customers feel supported.

Available to hire

I’m a bilingual customer service leader with over 8 years of experience in team management, coaching, and operational excellence. I guide teams through performance improvement and complex escalations, while maintaining professionalism and confidentiality under pressure.

For me, communication is key. I use clear, empathetic, and timely communication to collaborate with stakeholders, support ambassadors, and ensure customers feel heard. I’m experienced in process improvement, data analysis, and strategic problem-solving to support service delivery and community needs. Adaptable and collaborative, I focus on accountability, inclusion, and creating an environment where teams thrive and customers feel supported.

Skills

Leadership

Experience Level

Leadership

Expert

Language

English

Fluent

Spanish; Castilian

Fluent

Work Experience

Sales Supervisor at Einsteins Optical

September 1, 2023 - Present

Coach staff in production knowledge and customer service strategies, driving a 15% increase in daily revenue and 30% annual sales growth. Track team performance and implement visual tools to strengthen the service delivery and follow-up routines. Oversee day-to-day operations to maintain consistency and alignment with business goals. Create customer-facing materials and training docs using PowerPoint, Word, and Excel.

Training Manager at Teleperformance – Global

December 1, 2019 - July 1, 2022

Directed onboarding for 1,000+ employees across global sites, tailoring training to compliance and service excellence goals. Partnered with operations teams to align training outcomes with performance metrics and audit readiness. Acted as the escalation point for high-sensitivity service issues, working with operations leaders to manage risk and protect client reputation. Analyzed KPI and quality data to design targeted coaching strategies, improving CSAT scores and reducing AHT across multiple teams. Maintained LMS content, ensuring timely delivery and integration of feedback. Developed guides and templates to strengthen career development and service delivery standards.

Coach (Team Lead) at Foundever (formerly Sitel) – Global

October 1, 2017 - December 1, 2019

Supervised a team of 12 – 15 ambassadors, holding regular 1:1 coaching sessions to improve service quality, KPIs (AHT, CSAT, FCR), and customer experience. Managed daily team performance, monitored adherence, and guided agents through real-time escalations and sensitive customer issues. Delivered performance feedback and created tailored development plans to support both individual growth and team results. Partnered with QA and training teams to update job aids, checklists, and documentation based on live feedback. Standardized communication practices across departments, ensuring consistent messaging and compliance with company policies.