Mariana Gabriela

I’m a bilingual Operations and Quality Specialist with experience in quality assurance, process improvement, performance analysis, and operational coordination. I monitor KPIs, uncover operational gaps, and translate data-driven insights into practical improvements—often in remote environments.

In my current role as a QualityAnalyst, I audit 40+ weekly customer interactions across chat and phone to ensure compliance with client requirements, quality standards, and performance KPIs. I also run coaching sessions and performance reviews, support calibration sessions to keep evaluations consistent, and build training materials, quality reports, and feedback resources.

Earlier, I served as an Administrative & Operations Coordinator, coordinating daily operations, logistics, inventory tracking, and administrative processes. I maintain and manage databases with 300+ records while improving workflow efficiency through updated procedures and process documentation.

Before that, I worked in bilingual customer support and billing, resolving inquiries in English and Spanish, maintaining accurate CRM documentation, and supporting onboarding and training for new team members. I’m comfortable handling escalations, collaborating cross-functionally, and partnering with operations and clients to keep service quality strong.