Maria Elena Guerrero Roman

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Implementation Project Coordinator

Fyxt

Oct 2025 - Jul 2026 (10 months)

• Coordinate project logistics, schedule meetings, manage calendars, and prepare meeting materials for client engagements. • Facilitate client meetings by capturing detailed notes, documenting decisions, action items, and stakeholder feedback. • Maintain project documentation, version control, and governance artifacts, including timelines, risk registers, dependency trackers, and status reports. • Serve as an operational point of contact during implementation, go-live, and post-launch support activities. • Manage support tickets, respond to client inquiries, and coordinate issue resolution with technical support teams. • Monitor system usage, analyze adoption trends, identify anomalies, and generate actionable reports for project leadership

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Client Service Coordinator

KFM247

Mar 2023 - May 2025 (2 years 3 months)

• Managed end-to-end commercial maintenance operations for assigned territories supporting Bath & Body Works and Victoria's Secret retail locations. • Received and reviewed work orders from corporate clients, prioritized service requests, and dispatched technicians based on location, availability, and urgency. • Coordinated maintenance activities from initial request through completion, ensuring service level agreements and client expectations were met. • Monitored work order progress, followed up with technicians and vendors, and verified timely completion of repairs. • Ordered materials and coordinated deliveries to support maintenance projects while minimizing service delays. • Prepared and processed invoices, verified work completion, a

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Customer Service Representative (Chat)

DraftKings

May 2021 - Mar 2023 (1 year 11 months)

• Provided real-time chat support to new and existing DraftKings customers, delivering timely and professional assistance. • Verified customer identities and accounts to ensure compliance with company policies and regulatory requirements. • Assisted customers with account setup, verification, and troubleshooting to facilitate successful onboarding. • Responded to inquiries regarding account activity, deposits, withdrawals, promotions, and gameplay. • Explained contest results, winnings, losses, and account transactions while maintaining accuracy and professionalism. • Investigated customer issues, resolved account concerns, and escalated complex cases to specialized teams when necessary. • Maintained detailed documentation of customer inter

Customer Service Representative / Service Coordinator

Vixxo Facility Solutions

Oct 2018 - May 2021 (2 years 8 months)

• Received inbound service requests from national retail clients, including 7-Eleven, Sprouts, Michaels, and other commercial customers. • Created and prioritized maintenance work orders based on urgency, service-level agreements (SLAs), and operational impact. • Dispatched field technicians to service locations and coordinated scheduling to ensure timely response. • Monitored work order progress from initiation through completion, providing status updates to clients and following up to ensure resolution. • Escalated high-priority or delayed service requests to management and appropriate teams to minimize downtime. • Maintained accurate documentation of work orders, technician updates, and customer communications within the service manageme

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Guest Relations Representative (Concierge) / Quality Assurance Manager

Royal Solaris Los Cabos

Apr 2018 - Sep 2018 (6 months)

• Welcomed and assisted resort guests, providing exceptional customer service. • Qualified prospective guests for the vacation ownership program based on established eligibility criteria. • Promoted resort events and scheduled appointments for prospective members. • Quality Assurance Manager: Oversaw reservation verification and ensured accuracy of vacation ownership bookings; served as a liaison between members, sales representatives, and resort departments; supported quality control initiatives.

Customer Support & Dispatch Coordinator / Weekend Manager on Duty

Bite Squad

Sep 2017 - Apr 2018 (8 months)

• Coordinated food delivery orders from receipt through successful delivery. • Monitored active deliveries and resolved order, delivery, and account concerns. • Weekend Manager on Duty (Promotion): Supervised customer support agents, assigned workloads, and served as the primary escalation point for complex issues; ensured smooth weekend operations by balancing staffing and communicating critical updates to leadership.

Customer Care Representative / Chat Customer Support Specialist

MetroPCS

Nov 2014 - Jun 2016 (1 year 8 months)

• Provided inbound phone support assisting with billing, account management, and technical troubleshooting. • Chat Customer Support Specialist (Promotion): Assisted customers through live chat; effectively managed up to three concurrent chat conversations while maintaining accuracy; recognized as Agent of the Year.

Maria Elena Guerrero Roman

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