Maria Soledad Egas

Manage, supervise, train, coach, and motivate customer service agents while leading cultural events and participating in Employee Resource Groups. Drive operational evolution toward AI-centered customer experience and lead integration projects.

Managed customer success operations, including team leadership, AI transformation, process alignment, knowledge management, escalations, and performance analytics.

Provided customer success support, including handling escalations, managing disputes, and contributing to team operations.

Conducted 1-on-1 immersive English language and literacy lessons for international students aged 4–17 in a virtual environment. Applied digital Total Physical Response methodologies and evaluated lesson performance.

Oversaw recruitment pipelines and quota management across all divisions, maintained applicant databases, and prepared performance tracking reports. Led prospective family relations and coordinated evaluation reviews.

Planned and executed professional development workshops for internal faculty and external partner institutions. Monitored satisfaction surveys and assessed content impact.

Designed and executed the annual foreign teacher internship strategy to maintain continuous international staffing and build university partnerships abroad. Delivered monthly performance reports to executive management.

Delivered Tier-2 global escalation support for internal and outsourced CS teams across EMEA, North America, and APAC. Designed and led global CS training programs and managed operational transitions.

Provided high-volume customer support in German, English, and Spanish via email, live chat, and phone. Maintained SLA and quality adherence.

Certificate in Child Development Psychology from the Open University, completed in 2012.

Bachelor of Arts in Economics from the University of Virginia, completed in 2009.

Study abroad program at IES Barcelona in Fall 2008.

Primary and secondary education at Colegio Alemán de Quito, completed in 2005.