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Ana Dilia Munoz

@anadiliamunoz

I improve high-volume customer operations through coaching, KPI analysis, and real-time support.

I'm currently supporting daily operations for a 93-agent customer service team at Support Services Group, delivering coaching, performance monitoring, real-time operational support, and reporting across six supervisor teams.

I use KPI analysis, real-time adherence monitoring, workforce coordination, and operational reporting to give leadership visibility for daily decisions and performance improvement. I also manage priorities across coaching, reporting, and operational support.

Previously, I was selected as a Subject Matter Expert for a luxury brand based on performance, where I supported onboarding, coaching, brand standards, and quality initiatives. I've also resolved complex customer escalations requiring policy interpretation.

My background includes fraud investigation, risk assessment, high-volume PPV event leadership, and bilingual chat and phone customer service. I work closely with supervisors, clients, and internal teams to maintain quality, address escalations, and improve operational consistency.

Experience

Work history, roles, and key accomplishments

Current

Subject Matter Expert (SME)

Current

Support Services Group

Mar 2025 - Present (1 year 6 months)

Coordinated daily operations for a 93-agent customer service team, delivering coaching, monitoring performance, and providing real-time operational support across 6 supervisor teams. Conducted 1:1 and live coaching sessions to improve KPI performance and quality standards.

Performance Coaching KPI Analysis Workforce Coordination Real Time Operations Escalation Management Operational Reporting Cross Functional Collaboration

Subject Matter Expert (SME) – Luxury Brand

SSG Mexico

Mar 2023 - Jan 2024 (10 months)

Supported onboarding and coaching for new hires, partnered with operations and client stakeholders to maintain brand standards, and reinforced quality standards and performance improvement initiatives.

Onboarding Coaching Brand Standards Quality Assurance Performance Improvement

Customer Service Agent – Chat and Phone

CES Mexico - SSG Mexico

Provided bilingual support across chat and phone channels for a U.S.-based campaign, delivering efficient, empathetic service in a high-volume environment while maintaining SLA compliance and quality standards.

Bilingual Support Live Chat Phone Support SLA Compliance Quality Standards

Fraud Analyst

CES Mexico - SSG Mexico

Investigated suspicious activity and potential fraud cases, collaborated with internal departments to mitigate risks and secure customer accounts, and conducted risk assessments to prevent financial losses.

Fraud Investigation Risk Assessment Fraud Prevention Account Protection

Level II Customer Service Agent – Luxury Brand

SSG Mexico

Resolved complex escalations requiring policy interpretation and served as escalation support for high-priority customer cases.

Escalation Management Policy Interpretation Customer Service

Event-Based Lead – PPV Customer Service Campaign

CES Mexico - SSG Mexico

Led support teams during high-volume monthly PPV event days, managed live performance metrics, handled real-time escalations, and ensured operational continuity during peak-demand operations.

Team Leadership Performance Metrics Escalation Management Operational Continuity