Maribel Andaya

About Maribel Andaya

Results oriented, self motivated Bilingual Customer Experience professional with proven record of developing and coaching high performance team. Fourteen years\' experience in the areas of team/leadership development, customer experience, accountability, staffing, scheduling and build partnerships. Proven ability to influence and develop others to achieve organizational objectives. Strengths include critical thinking, exceptional work ethic, excellent verbal and written communication, and leadership skills, independent and reliable. Ability to meet, exceed aggressive targets and deadlines while maintaining a balanced scorecard. Works well under pressure both independently and as part of a team in a deadline driven, fast paced environment. All time quote:“Winning is not a sometime thing; it’s all the time thing. You don’t win once in a while; you don’t do things once in a while; you do them right all the time. Winning is a habit, so is losing” - Excerpt from Vince Lombardi’s speech, “What it takes to be #1”

Experience

1. Operations Manager, National Consumer Affairs (Hyundai Motor America)

   Morley

   Apr 2016 — Present

   Lead the day to day operations and oversight of the National Consumer Affairs Department which consist of 70 individual contributors who field, assign, critique and track the resolution of consumer complaints.• Department responsibilities consist of Attorney General, Buyback, Lemon Law, Mechanical concerns, Executive & PR escalations, Product Liability, Multiple Repair consumer complaints and the Fuel Cell.• Responsible to staff, budget, analyze reports, scheduling, evaluate employee performance, development and conduct performance reviews; and handling escalated customer complaints. • Effectively executes on the vision, mission, and objectives for the department, successfully achieving productivity and quality objectives.• Monthly/Quarterly Business reviews, year-end analysis and Business planning strategies. • Responsible for all site related Operational issues, case handling commitments and Service Level in all queues within the program. • Maintain critical Business Units information such as Headcount Management and analyzed trends relating to Scheduling, Productivity, Execution and Headcount. • Proven ability to communicate corporate objectives to all levels within Hyundai Motor America (Regional/HQ) using tact, common courtesy, persuasion, and discretion to achieve objectives.• Demonstrates professionalism and integrity when dealing with sensitive HR situations.

Education

• Rancho Santiago College

  Associate's degree, Liberal Arts and Sciences/Liberal Studies

  2000 — 2004

Skills

• , Leadership/Team Building, Excellent Verbal, Written and Presentation Skills
• Human Resources
• • Strong Problem Solving Skills, Excellent Interpersonal Skills, Fluent in Spani
• Coaching
• Telecommunications
• Analysis
• Independent and Reliable, Strong Organizational and Time Management
• Customer Experience
• Call Centers
• Cross-Functional Team Leadership
• Green Belt - Verizon Lean Six Sigma
• Time Management
• Project Management
• , Strong Cross-Functional Project Management Skills, Excellent Multitasking Skil
• Customer Retention
• Customer Service
• Customer Satisfaction
• Training
• Retail
• Process Improvement
• Leadership
• Team Management