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
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.
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
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
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