Mariann Samantha User
@mariannsamanthauser
I build quality frameworks and lead global customer support teams.
HondurasWhat I'm looking for
I've supported global teams across the US, LATAM, EMEA, and APAC, driving client success and resolving high-level customer escalations across Allied Global, Zero Variance, Startek, Collective Solutions, and Crescendo.ai.
At Crescendo.ai, I delivered high-touch support for 401(k) operations, deductions, loan processing, and retirement tax compliance. As a Blended QA Associate, I built end-to-end QA frameworks for e-commerce, healthcare, tax services, catering, and tutoring partners, using scoring rubrics, calibration sessions, and root-cause analysis to improve CSAT, SLA, and QA scores.
I've also launched client accounts, built Knowledge Bases, standardized hiring assessments, and overseen multi-vertical operations spanning e-commerce, back-office complaints, medical equipment, and healthcare.
Experience
Work history, roles, and key accomplishments
Starting as a Customer Support role, providing support to a 401(k) company, managing payroll deductions, loans, and related tax concerns through emails and calls.
At 6 months, I was promoted to a Blended QA role. I managed the QA department for various partners with diverse services (restaurant, translation, tutoring, e-commerce, etc.) by creating QA Rubrics, leading Internal and External Calibra
I managed the Quality department operations for high-growth startups, ensuring that brand standards scale alongside the business. I took the lead on the management of 5+ accounts with diverse services (retail, technology, oral contracts, virtual exams, etc.), fulfilling deadlines and expectations without compromising on the quality of evaluations.
I lead both internal and direct client calibratio
In this role, I managed high-volume customer support operations for a global e-commerce leader in a fast-paced, back-to-back environment.
I took the lead on resolving various scenarios, including processing refunds, managing order cancellations, return label requests, and performing sensitive profile updates with 100% accuracy. I managed the secure handling of sensitive data, ensuring that credit
I managed the QA evaluations for a large-scale provider of mobile and landline services, ensuring technical accuracy and compliance across all customer interactions.
I conducted a high performance of daily evaluations and met all my daily and weekly goals for production. I manage the internal calibration process, collaborating with the wider QA team to standardize scoring and clarify updates on p
I managed responsibilities in technical support for a major prepaid phone service provider, specializing in government-regulated connectivity programs and high-volume customer care. I took the lead on complex technical troubleshooting, guiding customers through hardware diagnostics, SIM provider porting, and network upgrades to ensure seamless service.
I manage the administration of government-el
Customer Service & Outbound Sales
Allied Global
Apr 2018 - Jun 2019 (1 year 2 months)
Provided customer service and outbound sales support, handling customer interactions and driving sales outcomes.
Education
Degrees, certifications, and relevant coursework
CEUTEC
Licenciatura, Marketing
Tech stack
Software and tools used professionally
Availability
Location
HondurasAuthorized to work in
Salary expectations
Social media
Job categories
Skills
Interested in hiring Mariann Samantha?
You can contact Mariann Samantha and 90k+ other talented remote workers on Himalayas.
Message Mariann SamanthaGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
