Open to opportunities

Margarita Isabel Chávez Lozada

@margaritaisabelchvez

Bilingual Customer Support & Technical Operations supervisor focused on KPI growth, QA frameworks, and fast escalation resolution.

Mexico

Message

What I'm looking for

I’m looking for a leadership role in fast-paced SaaS/CX where I can coach teams, improve workflows and QA, and grow KPI performance through data-driven action plans, strong escalations, and cross-functional execution.

I’m a bilingual Customer Support & Technical Operations Supervisor with 6+ years leading global teams across billing, customer service, technical support, and insurance operations. I coach frontline agents through weekly 1:1s and performance reviews, drive KPI performance, and manage escalations as the primary point of contact in fast-paced SaaS and CX environments.

I’m equally focused on operational excellence: workflow optimization, QA frameworks, SOP development, root-cause analysis, and launching new Lines of Business (LOBs) with training materials. I also strengthen reliability through SLA compliance, Level 1 troubleshooting, incident triage, and data-driven operational reporting using CRM/ticketing and workforce tools.

Experience

Work history, roles, and key accomplishments

Operations Bilingual Supervisor

RulaMental Health

Feb 2021 - Jun 2026 (5 years 4 months)

Led daily operations for globally distributed bilingual teams across billing, customer service, technical support, and insurance operations. Managed escalations, monitored KPIs, delivered operational reporting, and launched new lines of business including SOPs, QA frameworks, and training.

Team Leadership Bilingual Communication KPI Management Escalation Management Operational Reporting SOP Development Process Improvement Capacity Planning Forecasting Scheduling Customer Support

Sr. Floor Support / Customer Service Rep

Best Buy

Nov 2019 - Feb 2021 (1 year 3 months)

Provided bilingual customer support for billing, order tracking, payment issues, and purchase inquiries. As Floor Support, assisted with real-time troubleshooting and escalations; conducted QA evaluations and performance coaching and managed schedules and operational reporting.

Bilingual Communication Customer Support Troubleshooting Escalation Management QA Evaluation Forms Performance Coaching Operational Reporting Scheduling

Bilingual Service Analyst

CIBanco

Jul 2017 - Oct 2019 (2 years 3 months)

Delivered bilingual support to international clients for financial services. Ensured accurate documentation, compliance, and adherence to internal protocols.

Bilingual Communication Customer Support Documentation Control Compliance

Operations Bilingual Supervisor

Atento Servicios / BBVA Bancomer.com

Dec 2016 - Jun 2017 (6 months)

Supervised digital services teams for Bancomer.com, monitoring KPIs and ensuring SLA compliance. Supported technical troubleshooting workflows to maintain service performance.

Team Leadership KPI Management SLA Technical Troubleshooting