María José Arias

I’m a bilingual customer support and quality professional with 8+ years of experience managing high-volume, multichannel caseloads. I consistently exceed SLA, KPI, and quality benchmarks while keeping customer interactions accurate, empathetic, and compliant.

In my most recent role as an Amazon Security Quality Analyst, I complete quality audits across the region by reviewing customer interactions and documentation against company standards and Standard Operating Procedures. I also train new hires, investigate operational and behavioral concerns for appropriate corrective action, and partner with senior leadership to resolve policy conflicts and improve escalation workflows.

As a Solventum Patient Contact Analyst, I served as a dedicated point of contact across inbound/outbound calls, email, and chat for patients and medical stakeholders. I researched case histories in internal CRM and database work queues, secured timely equipment returns to reduce backlog, and ensured strict HIPAA and data-protection compliance throughout every interaction.

Earlier, I supported customers as a Customer Service Representative for Amazon, handling billing, returns, replacements, and technical account needs across phone, chat, and email. I also gained foundational experience in financial services support with Foundever Fraud Identity, where I performed legitimacy reviews and escalated inquiry resolution—experiences that strengthened my analytical judgment, conflict resolution, and service-first mindset.