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Maria Gabriela

@mariagabriela

Customer Support Specialist supporting Meta and Google programs, resolving 800+ cases monthly with 98.5% SLA compliance.

Spain

Message

At Accenture, supporting Meta programs, I handled more than 800 client cases a month across chat, email, and ticketing, with 98.5% SLA compliance and a 12% CSAT improvement. I used root cause analysis to reduce average resolution time by 28% and backlog by 35%.

At Accenture, I also analyzed operational data for Meta and supported quality and Trust & Safety work for Google. Earlier, at CarTrawler, I resolved complex customer incidents and recommended process improvements that reduced repeat tickets by 24%. I bring experience with Spanish- and English-language support, data analysis, and customer feedback reporting.

Experience

Work history, roles, and key accomplishments

Senior Client Communications Specialist

Accenture

Jan 2024 - Jan 2025 (1 year)

Managed high-volume client communications across chat, email, and ticketing, achieving 98.5% SLA compliance and a 12% improvement in CSAT. Conducted root cause analysis to reduce resolution time by 28% and collaborated with cross-functional teams on operational reports.

Zendesk Salesforce ServiceNow Live Chat Ticketing SLA Management Root Cause Analysis Cross Functional Collaboration

Data Operations Analyst

Accenture

Jan 2022 - Jan 2024 (2 years)

Performed advanced data analysis using SQL and Google Sheets on large operational datasets, identifying trends and generating strategic reports. Led process optimization initiatives that improved operational efficiency by 25% and developed performance dashboards.

SQL Google Sheets Data Analysis Dashboard Reporting Process Optimization

Quality Analyst – Trust & Safety

Accenture

Jan 2021 - Jan 2022 (1 year)

Conducted quality audits on 1,500+ cases monthly, maintaining 97% accuracy and full policy compliance. Designed and delivered data-driven coaching programs that improved team accuracy by 18% and productivity by 15%.

Quality Assurance Data Analysis Coaching Policy Compliance Continuous Improvement

Trust & Safety Associate

Accenture

Jan 2021 - Jan 2021 (0 months)

Handled bilingual content moderation and sensitive case management, achieving 96% accuracy and strong regulatory compliance. Consistently ranked in the top 10% of the team for quality and efficiency metrics.

Content Moderation Case Management Bilingual Support Quality Assurance

Senior Customer Care Advocate

CarTrawler

Jan 2019 - Jan 2021 (2 years)

Delivered international customer support across phone, email, and chat, resolving 400+ complex incidents monthly with a 94% CSAT score. Analyzed customer issue trends and recommended process improvements that reduced repeat tickets by 24%.

Customer Support Live Chat Email Support Phone Support CSAT Process Improvement Training