Maria Teresa Arias Arroyo

Supervised nine agents across air import and export operations, including breakbulk, gateway coordination, and pricing. Retained an at-risk account by escalating an issue with the airline and documenting route and rate options.

Led service improvement and technology projects across Customer Service, Operations, Sales, and IT. Built Power BI reports using Power Query and DAX measures, and coordinated UAT for system migrations.

Supervised 22 customer service agents, audited cases, and coached agents to improve performance. Implemented WFO v.15 for workforce planning and coordinated the transition to remote work for 100+ agents.

Provided rotating coverage for six supervisors across two Undeliverables teams and four Network teams. Designed and launched the Speed Trace Resolution (STR) tool to track investigation performance in real time.

Handled Latin American shipment investigations involving country-specific customs restrictions and supported other queues as needed. Led performance discussions and supervised overtime.

Joined on a three-month temporary assignment and moved into floor support after one month. Resolved customer inquiries and escalations involving credit, billing, loans, and account management.

Selected for a six-month stretch assignment covering the supervisor's maternity leave. Assumed full responsibility for day-to-day team supervision and exceeded STR and quality assurance targets.

Resolved customer inquiries and escalations involving credit, billing, loans, and account management while meeting quality and performance standards.

Supervised nine employees and introduced a more efficient work method during a period when company income doubled. Trained partner-company staff and supervisors to apply the new method.

Preparing for the CAPM exam through the Project Management Institute, currently in progress.

Pursuing a Technical Diploma in Business Administration at Fidelitas University, currently in progress.

Completed a Data Analysis program at Tecnológico de Costa Rica in 2022.

Earned a Six Sigma Yellow Belt certification from PM Consultores in 2021.

Earned a GED from Catawba Valley Community College in 2006.

Completed high school at Saint Margareth High School in 2005.

Completed an Advanced Excel course at Fidelitas University in 2021.