Maria Gayatao Enriquez
Fawkner,Australia
Summary
Versatile and dedicated team player with recognized strengths in process improvement, problem-solving, mentoring, change management, and operations budgeting of 16 years and counting in both outsourcing and in-house organizations. Committed to addressing and improving customer and frontline concerns with efficiency, adaptability, and professionalism through effective personnel and workflow management within different business channels.
Overview
17
17
years of professional experience
Work History
Quality Consultant
Greater Western Water
01.2022 - Current
- Quality Framework: Develop, maintain, and enhance a quality framework that assesses customer interaction management, including measures of customer experience, process adherence, compliance, and operational efficiency. Ensure the program covers a broad range of customer interaction types, subjects, and channels. Develop and maintain standard measurement tools to collect the key measures for each interaction type. Develop and maintain rating scales based on competencies and mastery levels. Align the program to industry-based measures of GWW operational performance. Ensure the agreed number of evaluations are conducted for each monthly cycle. Compile and/or review meaningful and regular management reports through the analysis of statistics and data, and make recommendations in a timely manner on corrective action. Identify opportunities to improve customer experience and quality—both real-time and at regular reporting intervals. Document and share recommendations for improvement initiatives. These will be based on evidence of non-compliance and quality mastery levels. Conduct quarterly analysis of trends, recommendations actioned, and improvement outcomes. Lead and collaborate to investigate the root cause of the issue.
- Customer Compliance Management, Resolution, and Reporting: Develop, implement, and maintain processes to undertake risk assessments and provide advice on quality management. Monitor, document, and report compliance in accordance with GWW’s requirements.
Non-Medical Coordinator
International Health and Medical Services
04.2022 - 06.2024
- Health assessment and advice of medical complaints or concerns from Site, Serco or Airport staff regarding a detainee (e.g., headache or injury) or other stakeholders about a detainee outside of clinic hours
- Identification of Code Blue situations based on identified triggers and ability to immediately escalate
- Completion of the HIA public health screening questionnaire for out of hours arrivals into detention
- Successfully connect a three-way call between service user, interpreter and HAS Nurse as required
Team Leader
Serco- Dept of Health and Human Services
05.2021 - 12.2021
- Motivate, lead, and develop a high performing team to successfully deliver excellent service and results to Australian citizens
- Provide continuous improvement to the Department through proven feedback
- Day to Day leadership and management of team towards achieving team performance in terms of contract KPI’s and Values
- Top team to deliver most vaccination booking appointment
- Zero error and complaints received
- Positive attrition achieved through career development coaching
Customer Service Manager
Aramex
01.2021 - 07.2021
- Manage and lead customer service phone and digital operations
- Analyse data to fulfill customer needs, resolve complex logistics and operational issues, maintain high service levels, and achieve performance goals
- Formulate customer relationship strategy
- Redesigned customer service operations to maximize customer support
- Build Performance and Reporting Dashboard via Zendesk
- Created a knowledge hub for all task and responsibilities of each operation
Senior Operations and Quality Lead
Adesso
06.2019 - 01.2021
- Company Overview: A U.S based company that primarily support Wellness and Health focusing on customer retentions and sales
- Managing and providing continuous improvement in the retention channel through data sampling and analysis
- Leading remote quality assurance auditors
- Leading performance conversation with Eplanet (partner company) via business reviews and call calibrations
- A U.S based company that primarily support Wellness and Health focusing on customer retentions and sales
- Improved Quality form to better capture voice of the business and the customer
- Provided effective operational rhythm for both Vendor and Internal team
- Continuously drive performance-based conversation leading to retention improvement of ave 50% per customer type after joining the team
Next Generation Process Manager
Telstra
08.2017 - 09.2018
- Reporting to the Next Generation General Manager, I took responsibility for the design, documentation, maintenance, and performance improvement of frontline processes to deliver the most efficient customer experience.
- Championed and modeled the New Way of Working model.
- Utilized qualitative data and customer insights to improve frontline processes, which delivered $2.3M in savings in the first three months from deployment.
- Headed multiple cost reduction projects, such as channel optimization, volume reduction of 35%, lead simplification efforts, and queue simplification, which drove $28 million in savings.
- Delivered 20,964 sales units (SIO) for Q1 from a consumer service center (from July to August 2018) in support of the sales growth strategy.
- Partnered with the Global QA to control, measure, and report on the quality of execution of each process.
Strategic Partnerships Manager
Telstra
03.2015 - 08.2017
- Managed Commercial and Budget for Contact Centre
- Facilitates Performance Management for Vendors and Continuous Improvement for product, process and systems
- Successfully led 2,300+FTE frontline agents, 100 staff in 2 vendors in 4 different sites
- Successfully Deployed and implemented work migration from an internal Australian centre to vendor partner Teletech, Teleperformance, Convergys and still stayed within allocated budge
- Created Partner Training Deployment focusing on training logistics and rigorous check of training deliveries
- Delivered a strong and steady Employee Engagement (eNPS) June results ranked highest across the Supersites with participation rate of 92% and score of 94% through people and leadership development activities and recognition
Operations Manager
Teletech
12.2010 - 03.2015
- Led more than 15 lines of business in two locations for BOH and Voice teams to achieve Client Key Metrics
- Exceeded revenue thru growth and winning more business-$2million in almost two year
- Achieved an attrition rate of only 1% for a year
- Facilitated change via process improvements that reflected improvement on CTS/NPS and AHT
Team Leader to Senior Team Leader
Teletech
05.2008 - 12.2010
- Led 30 team leaders in two lines of business.
- Improved team lead delivery by streamlining work logistics.
- Improved team lead rostering and scheduling promotes a positive, competitive environment.
- Created and standardized the team lead coaching session, resulting in a more targeted and efficient session.
Education
Customer Experience Design and Strategy -
RMIT
12.2022
User Experience Design -
RMIT
12.2022
Lead Strategic Transformation
11-2022
Bachelor of Health Sciences - Nursing
San Pablo Colleges
01.2020
Green Belt Six Sigma -
COPC
01.2018
Managerial Certificate -
Teletech
01.2010
Lead Strategic Transformation -
Swinburne University
Skills
- Leadership and empowerment
- Forward Thinking
- Project Management
- Commercial Acumen
- Vendor Management
- Stakeholder management
- Conflict resolution
- Decision making
- Resilient, and eager to learn
- Quality framework development
- Data analysis
- Risk assessment
- Process improvement
- Regulatory compliance
- Customer experience enhancement
- Performance management
- Team leadership
- Reporting and documentation
- Root cause analysis
- Customer service
- Stakeholder engagement
- Coaching and mentoring
- Cross-functional collaboration
- Trend analysis
- Customer satisfaction
- Quality auditing
- Documentation review
- Six sigma methodologies
- Quality management systems
- Technical documentation
References
Available upon request
Awards
- 2017, Telstra Consumer and Small Business General Managing Director (GMD) Awardee for Better Ways of Innovating
- 2015, Telstra Brilliance Awardee for Making the Complex Simple
- 2013, Telstra Global Executive Awardee for Customer Experience
- 2012, International Customer Service Awardee for Contact Centre Excellence
- 2010, Telstra Extreme International Customer Service Awardee for Top 200 Employees
- 2009, Teletech Departments Awardee for Best Contact Support
- 2008, Teletech Sales Awardee for Top Sales Agent
Timeline
Non-Medical Coordinator
International Health and Medical Services
04.2022 - 06.2024
Quality Consultant
Greater Western Water
01.2022 - Current
Team Leader
Serco- Dept of Health and Human Services
05.2021 - 12.2021
Customer Service Manager
Aramex
01.2021 - 07.2021
Senior Operations and Quality Lead
Adesso
06.2019 - 01.2021
Next Generation Process Manager
Telstra
08.2017 - 09.2018
Strategic Partnerships Manager
Telstra
03.2015 - 08.2017
Operations Manager
Teletech
12.2010 - 03.2015
Team Leader to Senior Team Leader
Teletech
05.2008 - 12.2010
Customer Experience Design and Strategy -
RMIT
User Experience Design -
RMIT
Lead Strategic Transformation
Bachelor of Health Sciences - Nursing
San Pablo Colleges
Green Belt Six Sigma -
COPC
Managerial Certificate -
Teletech
Lead Strategic Transformation -
Swinburne University
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