Customer Experience & Operations Leadership

Christian Mari Guirao

San Francisco, CA ******.******@*****.*** 415-***-****

LinkedIn: www.linkedin.com/in/mayethguirao2026

PROFESSIONAL SUMMARY

Customer Experience and Operations Leader with 13+ years of experience building, coaching, and leading high-performing teams across BPO and enterprise environments. Known for a people-first, trust-based leadership style that drives accountability, adaptability, and measurable results. Proven track record of top-tier performance, with teams ranking Top 10 out of 120+ and #1 five times annually, consistently exceeding 100% attainment and earning Top Coach, Overall Attainment, and Excellence awards.

CORE STRENGTHS

People Leadership & Coaching Performance Management & Balanced Scorecards Customer Experience Strategy & Retention Programs Escalation & Issue Resolution Cross-Functional Collaboration (Sales, Product, Operations) Workflow Optimization & Process Improvement Quality Assurance & Performance Dashboards SOP & Script Development Data-Driven Decision Making Voice of the Customer & Journey Mapping TOOLS & SYSTEMS

Salesforce Genesys Legacy Telco Platforms CRM Systems Verint Qfiniti NICE QA & Performance Dashboards SLA

/ KPI Governance Microsoft Office Suite Google Workspace MS Teams Zoom PROFESSIONAL EXPERIENCE

AT&T; — Oakland, CA

Team Manager, Acquisition / Retention / Loyalty Aug 2024 – Oct 2025

• Led and coached 30 direct and indirect representatives across acquisition, retention, and loyalty programs.

• Built strong, trust-based relationships by identifying individual strengths, motivators, and development opportunities.

• Owned retention strategy for high-value customer segments across multiple centers.

• Recognized as Top Coach for transforming underperforming and resistant teams.

• Reduced escalations by 25%, increased VOC by 15 points, and improved high-value customer retention by 12%. AT&T; — Remote

Service Manager, Customer Relations Nov 2020 – Aug 2024

• Monitored performance metrics across multiple onshore and offshore customer relations centers.

• Conducted root-cause analysis to diagnose performance gaps across geographically distributed teams.

• Personally conducted callback outreach to dissatisfied customers to rebuild trust and deliver amicable resolutions.

• Reviewed and validated refund requests across all centers to ensure substantiation and policy compliance.

• Delivered targeted feedback to agents’ supervisors when handling did not meet standards.

• Ensured consistent execution of quality, compliance, and performance standards across global teams. AT&T; — San Francisco, CA

Sales Manager, Language Universal Jan 2019 – Nov 2020

• Directed daily operations to achieve volume, revenue, and unit performance goals.

• Provided coaching, training, motivation, and performance management support.

• Counseled employees on performance, development, and disciplinary matters.

• Contributed to hiring, promotion, and advancement decisions.

• Achieved Top 10 ranking out of 120+ teams, including #1 ranking five times annually. Satel SF — San Francisco, CA

Client Services Associate Jan 2017 – Jan 2019

• Managed customer inquiries related to service requests and billing.

• Scheduled and dispatched technicians and coordinated follow-ups.

• Processed payments and conducted post-service customer follow-ups to ensure satisfaction. Xerox (FasTrak) — San Francisco, CA

Customer Service Representative Mar 2014 – May 2016

• Managed escalated toll and violation cases using advanced problem-solving and de-escalation techniques.

• Ensured accurate resolution while maintaining compliance and customer trust. EARLY CAREER EXPERIENCE

Rainmaker Asia

Account Supervisor / Quality Development Specialist

• Built foundational leadership experience in a high-volume BPO environment supporting multiple global clients.

• Led quality, compliance, and performance across diverse, high-volume call center environments.

• Operated in fast-paced, high-change environments requiring rapid transcription and attention to detail. EDUCATION

Bachelor of Science in Information and Computer Science Baguio Colleges Foundation — Philippines

References Available Upon Request

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