MARIANA ALVARADO
Scottsdale,AZ
Summary
Calm, fast-thinking, and reliable professional with 15+ years of high-volume call center, customer service, and crisis-resolution experience. Proven ability to remain composed under pressure, manage simultaneous tasks, gather critical information, and communicate clearly with diverse populations. Strong background in team leadership, problem solving, and assisting individuals in stressful or urgent situations. Seeking to bring strong communication, listening, and multitasking skills to a 911 Emergency Dispatcher role.
Overview
21
21
years of professional experience
Work History
Operations Manager
La Michoacana Plus Phoenix & Glendale
02.2021 - Current
- Manage daily operations for two high-volume locations
- Oversee employee scheduling, performance, and training
- Handle customer escalations with calm, solution-driven communication
- Manage inventory, logistics, and vendor coordination
- Ensure compliance with health, safety, and inspection requirements
- Support staff during high-pressure situations
Customer Contact Center Manager
BMO Harris Bank
01.2017 - 01.2021
- Managed up to 25 call center representatives
- Handled escalated and crisis-related customer calls
- Oversaw coaching, compliance, and training processes
- Led remote-work transition during COVID-19
- Produced reporting on call volume and quality metrics
Customer Service & Sales Team Lead
BMO Harris Bank
01.2015 - 01.2017
- Supported multiple managers while leading call center teams
- Resolved escalated fraud, claims, and high-stress customer situations
- Led team huddles, coaching, and onboarding
- Delivered complex customer support across account types
Customer Service & Sales Associate – Hispanic Banking
BMO Harris Bank
01.2014 - 01.2015
- Lead Spanish-language banking representative
- Resolved escalated issues with accuracy and empathy
- Provided one-call resolutions
- Coached new employees
Online Communications Representative
BMO Harris Bank
01.2012 - 01.2014
- Handled multiple chat sessions simultaneously
- Processed secure/unsecured emails and social media inquiries
- Resolved online banking and bill-pay concerns
Retail Banking Representative
BMO Harris Bank
01.2009 - 01.2012
- Handled customer support across banking and loan products
Loan Processor
QDI Financial, Inc.
01.2006 - 01.2009
- Processed FHA, Conventional, and Sub-prime loans
- Trained junior processors
- Coordinated closings
Executive Assistant to the CEO
QDI Financial, Inc.
01.2005 - 01.2006
- Managed reports, company events, and supported lending operations
Education
Some College -
Harper College
01.2006
Skills
- Crisis communication
- High-Volume Call Handling
- Crisis Resolution
- Calm Under Pressure
- De-escalation
- Multitasking & Prioritization
- Spanish Bilingual
- Critical Thinking
- Decision-Making
- Time Management
- Quality Service
- Training & Mentoring
- Touch Point Sales & Service
- HOST
- TRIPPS
- File Manager
- HELP
- FIS
- Customer Service Tool
- Bill Pay
- SAM
- FDI
- Oracle
- Microsoft Office
Languages
Bilingual: English & Spanish
Timeline
Operations Manager
La Michoacana Plus Phoenix & Glendale
02.2021 - Current
Customer Contact Center Manager
BMO Harris Bank
01.2017 - 01.2021
Customer Service & Sales Team Lead
BMO Harris Bank
01.2015 - 01.2017
Customer Service & Sales Associate – Hispanic Banking
BMO Harris Bank
01.2014 - 01.2015
Online Communications Representative
BMO Harris Bank
01.2012 - 01.2014
Retail Banking Representative
BMO Harris Bank
01.2009 - 01.2012
Loan Processor
QDI Financial, Inc.
01.2006 - 01.2009
Executive Assistant to the CEO
QDI Financial, Inc.
01.2005 - 01.2006
Some College -
Harper College