Christina Diaz
Glen Burnie
Summary
Experienced with managing sales operations, streamlining processes, and enhancing team performance. Utilizes analytical skills to identify opportunities for improvement and implement strategic initiatives. Track record of fostering team collaboration and achieving operational goals.
Overview
16
16
years of professional experience
Work History
Sales Operations Manager
Sirius Federal, a CDW Company
Remote, MD
12.2025 - Current
- Job Type: Permanent, not overtime eligible
- Work Schedule: Full-Time
- Employment Verification: Ph: 1-800-367-2884 or www.theworknumber.com; CDW’s Employer Code: 12924
- Escalation point of contact for internal/external stakeholders. Provide operations order management support to Federal Sales Teams.
- Responsible for providing stakeholders with order status updates, facilitating shipments, and reporting used for weekly forecasting.
- Operational SME for processing orders through secure GCCH environment to maintain compliance adherence, and enhance customer experience by addressing issues promptly and professionally.
- Motivated team members by offering constructive feedback during regular one-on-one sessions that foster personal growth.
Customer Relations Supervisor
Sirius Federal
Crofton, MD
11.2019 - 12.2025
- Job Type: Permanent, not overtime eligible
- Work Schedule: Full-Time
- Customer Service rebranded as Customer Relations. Served as an escalation point contact for internal/external stakeholders working directly with the Customer Relations team.
- Led team in resolving customer inquiries, enhancing satisfaction rates and loyalty.
- Specialized customer support; implemented standard operating procedures and quality guidelines for System Integrators customer base.
- Coach and develop direct reports through 1:1 feedback sessions to promote professional growth.
Customer Service Representative
Sirius Federal
Crofton, MD
11.2016 - 11.2019
- Job Type: Permanent, not overtime eligible
- Work Schedule: Full-Time
- Served as a point of contact for internal/external stakeholders, as necessary.
- Facilitate timely order fulfillment and tracking, while ensuring consistent quality standards. Maintain accurate records within the company ERP system (Salesforce) to enhance customer experience and overall company success.
- Resolved post-sale customer inquiries through effective communication and problem-solving techniques; including order status tracking, RMA follow-up, and support contract maintenance administration
Customer Relations - (Temp to Permanent)
Customer Care Center BGE
Baltimore, MD
05.2015 - 11.2016
- Job Type: Permanent
- Work Schedule: Full-Time
- Employment Verification: Ph: 1-800-367-5690 or www.theworknumber.com; Candidate Employee ID # is E926236
- Customer Advocate, responds directly to inbound telephone inquiries regarding collections, energy assistance, electric and gas emergencies, and general business practices. Has operational knowledge of the Customer Care & Billing System to review customer accounts and make necessary edits. Demonstrates effective verbal and written communication skills to address customer concerns. Assisted as script tester for BGE IVR Convergence Project to update BGE’s Interactive Voice Response telephone system. Transitioned from a Temporary position to Permanent in February 2016.
Team Lead/Project Manager
G&E Customer Care Center BGE/CAEI Inc.
Baltimore, MD
04.2013 - 05.2015
- Job Type: Temporary
- Work Schedule: Full-Time
- HR Rep: Kia Smoot or Sherry Offord, Ph: (443) 319-5381
- Started as Customer Service Rep, advanced to Senior Customer Service Rep, and ultimately Team Lead. Provided customer service through the daily management of a team of 14 - 20 CSRs that included motivating, coaching, training, Quality Assurance monitoring, and problem solving in an inbound/outbound call center environment. Additional responsibilities included assisting the call center manager with development, analyses and implementation of staffing, creation of training materials, and recognition programs. Assisted in interviewing for on-boarding process and termination of vendor personnel.
Customer Retention Representative/VIP Accounts Manager
Nations Photo Lab
Hunt Valley, MD
10.2010 - 04.2013
- Job Type: Permanent
- Work Schedule: Full-Time
- HR Rep: Oyin Grillo, Ph: 888-507-5755
- Promoted internally from Shipping Department to Album Production Specialist, to Customer Service Team Member and finally to VIP Accounts Manager. Responsibilities included making sales calls to new clients to explain the company’s products and services in a personable manner. Dealt directly with clients via telephone, electronically, and face to face; responding to client inquiries, handling and resolving client complaints, obtaining and evaluating relevant information to handle inquiries/complaints, and directing requests and unresolved issues to the designated resource. Specialized in customer care to photo lab’s VIP Client, Sandals Resorts.
Non-Response Follow Up Enumerator
United States Census Bureau
Atlanta, GA
04.2010 - 07.2010
- Salary: $11.25/hour, 40 hours/week
- Job Type: Temporary
- Work Schedule: Full-Time
- Supervisor: Unknown, Ph: (404) 730-3832
- Conducted door to door interviews with individuals that failed to respond to 2010 Census. In-person follow-ups completed with the intention to obtain an accurate count for the 2010 Census.
Education
Bachelor of Science - Graphic Design, Photography Minor
Troy University
Troy, Alabama05-2010
High School Diploma - Magnet Honors Classes
Albany High School
Albany, Georgia01.2006
Skills
- Self-Starter
- Interpersonal Skills
- Problem Solving
- Detail Oriented
- People Leadership
- Training & Mentoring
- Team Organization & Management
- Customer Relations & Support
- Customer Service
- Customer Engagement
- Operations Management
- Proficient in Windows & Mac OS
- Microsoft Office Suite
- Salesforce
- Collaborative mindset
Timeline
Sales Operations Manager
Sirius Federal, a CDW Company
12.2025 - Current
Customer Relations Supervisor
Sirius Federal
11.2019 - 12.2025
Customer Service Representative
Sirius Federal
11.2016 - 11.2019
Customer Relations - (Temp to Permanent)
Customer Care Center BGE
05.2015 - 11.2016
Team Lead/Project Manager
G&E Customer Care Center BGE/CAEI Inc.
04.2013 - 05.2015
Customer Retention Representative/VIP Accounts Manager
Nations Photo Lab
10.2010 - 04.2013
Non-Response Follow Up Enumerator
United States Census Bureau
04.2010 - 07.2010
High School Diploma - Magnet Honors Classes
Albany High School
Bachelor of Science - Graphic Design, Photography Minor
Troy University