Hi, I’m
Mary Ann Duke Marroquin
Santa Catarina Pinula,GU
Summary
Detail-oriented team player with strong organizational skills, adept at managing multiple projects simultaneously while maintaining a high level of accuracy. Able to effectively prioritize tasks and collaborate with team members to achieve project goals efficiently. Demonstrated ability to adapt to changing priorities and deadlines in a fast-paced work environment. Passionate about delivering high-quality work and contributing to the success of the team.
Overview
16
years of professional experience
11
years of post-secondary education
5
Certifications
2
Languages
Work History
The Artist Project
Volunteer in Gus Bawab´s Booth During Show
01.2017
Job overview
- Volunteered for 3-hour shifts for two days in his booth during the show. In charge of engaging with visitors, promoting Gus Bawab and answering any questions regarding him and his artwork.
Academy of Realist Art
Volunteer in the 'New Masters' student group, organizing Carrier Gallery and Spring Shows
01.2016
Job overview
- Reported to the President, in-charge of recruiting 15 volunteers for the transportation set up and take down of art work after 2 months.
- Competently lead volunteers by organizing them in different tasks for the preparation of the show and the opening night.
Conduent Business Services
Group Travel & Vendor Management - Royal Caribbean
03.2025 - Current
Job overview
- As a Project and Corporate Travel Coordinator for Royal Caribbean's Group Travel Division, I manage a variety of travel-related projects, ensuring the successful planning and execution of corporate group travel for employees and their guests.
- My role involves coordinating all aspects of the travel experience, including transportation and accommodation logistics. I handle negotiations with transport vendors and hotel partners to secure competitive rates and favorable contract terms, while also reviewing contracts to ensure compliance and minimize risk.
- I work closely with both internal teams and external providers to deliver a smooth, efficient, and high-quality experience, proactively addressing any issues that may arise. My approach is focused on optimizing travel operations, enhancing cost-effectiveness, and maintaining a high level of client satisfaction throughout each phase of the project.
Conduent Business Services
Back Office Data Analyst - Royal Caribbean
09.2021 - 03.2025
Job overview
- I play a pivotal role in ensuring the seamless and error-free execution of guest flights. My responsibilities encompass a multifaceted approach, requiring a high level of attention to detail, effective time management, and strong communication skills in both English and Spanish.
- Key Responsibilities: Flight Verification and Precision, Time Management Mastery, Bilingual Communication Excellence, Feedback Loop Facilitator, Solution-Oriented Approach, Opportunity Identification, and Analysis.
- In this role, I am committed to upholding the highest standards of accuracy and precision in guest flight operations. By providing constructive feedback, implementing solutions, and identifying areas for improvement, I contribute to the overall success and satisfaction of our valued guests.
Conduent Business Services
Customer service representative - Royal Caribbean
04.2021 - 09.2021
Job overview
- Assisted customers in booking flights and any other inquiries regarding their cruise experience. This may include new purchases, changes, cancellations, refunds, payments, or any other concerns they could have.
Telus International
Email Specialist for Google - Google Workspace
01.2018 - 01.2021
Job overview
- Assisting customers in technical issues and queries received through Salesforce. This would include the area of Gmail, Google Groups, Vault, Meet, Chat, Hangouts.
- If needed, would assist customers with other areas such as Drive, Sheets, Docs, Sites, Calendar, Migration, Sync, Billing. Would give the needed support by either email or phone until the customer's request is resolved with both technical and soft skills. This would be done with the SalesForce ticketing system to work directly with each customer and account via either email, phone or Meet.
Telus International
Email Specialist for Deluxe / Google - Google Workspace
01.2018 - 01.2021
Job overview
- After 9 months as a specialist, promoted to assisting high profile customers in any technical issues or queries received through Salesforce. This would include the same needs as a specialist in addition to keeping with shorter SLAs, follow ups and working alongside Google Support Engineers.
- Also in charge of reviewing and working on internal technical/service escalations, reviewing teammates' work to keep up with KPIs and customer's needs, report performance of own work and teammates to direct supervisor and rest of staff.
- Managed to resolve all customer's queries while also reaching the account's requirements on different KPIs.
- Stayed as a top performer on different skills every month.
- Improved teammates' and own performance with constant revision of cases and finding ways to correct bad practices.
- Managed to keep customers satisfied after they escalated cases.
- Performed clear reports on a weekly or monthly basis (as needed) on performance of all agents to be able to take corrective action where and when needed. Including projections and estimates, giving time frames and expectations of improvement.
Telus International
Devices Specialist for Deluxe/ Google - Google Workspace
01.2018 - 01.2021
Job overview
- Worked with high profile customers on issues related to their different devices (mobile phones like iOS and Android, Jamboards, Chromebox, Chromebooks, printers, CFMS, etc.). This would be done while also keeping up with SLAs and KPIs, follow ups and working alongside Google Support Engineers.
- Also in charge of reviewing and working on internal technical/service escalations, reviewing teammates' work to keep up with KPIs and customer's needs, report performance of own work and teammates to direct supervisor and rest of staff.
Telus International
Queue Runner/ Google - Google Workspace
01.2018 - 01.2021
Job overview
- Worked with Google's staff and upper management in order to make sure the customer's received the proper attention on time. This includes keeping up with different requirements such as SLA and IRT.
- Would also be in charge of making sure agents take the desired amount of workload in order to reach other KPIs such as PPH, CES, Daily Intake, etc.
- At the end of the month, I'd also be in charge of submitting a report in which it's clear how much the agent's have improved, their roadblocks and how to overcome them with action plans.
Academy of Realist Art
Volunteer in the 'New Masters' organizing Junction Solstice Art Market
01.2017 - 01.2018
Job overview
- Reporting to the President, guarantee Academy of Realist Art´s participation in the show by competently communicating with Junction Committee, in-charge of recruiting volunteers for event, responsible for organizing jobs and shifts for 15 volunteers, in-charge of arranging the display of pieces shown in the event, responsible for renting tent, display grids and any other material needed for the event.
- Successfully recruited 15 volunteers by keeping in contact with students at the Academy of Realist Art via email and personal announcements.
- Effectively organized seven 3-hour shifts for volunteers, including tours of the school and setting up and taking down of art work.
Art Gallery of Ontario (AGO)
Information Guide Volunteer
01.2016 - 01.2018
Job overview
- Reporting to Coordinator of Information Volunteer Guides, helping visitors to the Art Gallery of Ontario by answering questions about the art work, current, past or future exhibits, or any other concerns they may have during their visit.
- Efficiently dealing with hundreds of visitors by engaging with them at the beginning of their visit to the gallery.
Kintore College
Administrative work for residents
01.2016 - 01.2018
Job overview
- Working at the reception desk at the Kintore College. Manage the resident's facilities with the objective of helping students have a better experience during their university life.
Refuge International
Live translator between doctor and patient
01.2015 - 01.2016
Job overview
- For the whole week (every time doctors came), was assigned to different areas during the doctor's stay. Would be in charge of translating the communication between doctor and patient to facilitate the medical treatment that the patients needed. Live translated between patients in different areas such as pre-op, post-op, maternity, GYNs, etc.
Refuge International
Written translator
01.2015 - 01.2016
Job overview
- Would be in charge of translating different medical documents, prescriptions and reports. The doctors would write down whatever is needed for the patient to continue their medical care and also what would needed to be kept on file for future appointments.
San Carlos de Guatemala University
Volunteer at 'Infousac', career fair for senior high schools
01.2012 - 01.2014
Job overview
- Reported to the professor, presented my own artwork, gave testimonials about my own experience in the School of Art, San Carlos de Guatemala University, answered questions.
STG
Administrator´s Assistant
10.2009 - 11.2010
Job overview
- Give support to the administration in the different daily activities, so that the employees have the tools to be able to perform their various functions in each position in the company.
Education
Proyectum / Banco Interamericano De DesarrolloGuatemala City, GU
PM4R Professional
01.2025 - 03.2025
Great LearningGuatemala City
Customer Relationship Management
11.2023 - 12.2023
MicrosoftGuatemala City, GU
Fundamentals of Project Management
09.2023 - 10.2023
DeepLearning Ai, Stanford CPD, UVMGuatemala City, GU
Introduction to Statistics
07.2023 - 08.2023
CourseraOnline
Certificate on Google Cloud and G Suite Administration from Planning for G Suite deployment, G Suite Administration Specialization, G Suite Mail Management, G Suite Security, Introduction to G Suite, Managing G Suite
08.2020 - 08.2020
CourseraOnline
Google IT Support Professional Certificate
08.2020 - 08.2020
Academy of Realist ArtToronto, ON
Diploma in Fine Arts
01.2014 - 01.2018
Masters Academy of ArtUtah, USA
Painting course
04.2013 - 04.2013
San Carlos De Guatemala UniversityGuatemala City, GU
Bachelors of Fine Arts from specialization on Painting
01.2012 - 01.2014
Rios Gallery Painting AcademyGuatemala City, GU
Painting courses
01.2008 - 01.2013
Skills
Windows 7
Windows 10
Windows Vista
Windows XP
Windows 2000
Microsoft Word
Excel
Google Sheets
Google Docs
Google Sites
Outlook
Office 365
Travel logistics
Bilingual communication
Problem identification
Problem-solving
Client relations strength
Project oversight
Dpi
2344-99745-0101
Personal Information
Date of Birth: 09/04/93
Art Shows
- Junction Solstice Art Market, Toronto, 2017, Self Portrait 1, carbon drawing (submitted to ARC)
- Carrier Gallery, Toronto, 2016, "Addy Standing", figure drawing (submitted to ARC)
- Academy of Realist Art Spring Show, Toronto, 2016, "Addy Sitting", figure drawing (submitted to ARC)
- Academy of Realist Art Spring Show, Toronto, 2015, "David's Eye", cast drawing (submitted to ARC)
- School of Art at San Carlos de Guatemala University, Mayan Enigma Show, Guatemala, 2014, Quetzal Bird, watercolor painting
Certification
Certified PM4R, Proyectum / BID
Timeline
Certified PM4R, Proyectum / BID
03-2025
Group Travel & Vendor Management - Royal Caribbean
Conduent Business Services
03.2025 - Current
Proyectum / Banco Interamericano De Desarrollo
PM4R Professional
01.2025 - 03.2025
Certified CRM - Great Learning
12-2023
Great Learning
Customer Relationship Management
11.2023 - 12.2023
Certified Fundamentals of Project Management - Microsoft
10-2023
Microsoft
Fundamentals of Project Management
09.2023 - 10.2023
Introduction to Statistics, Stanford CPD - UVM
08-2023
DeepLearning Ai, Stanford CPD, UVM
Introduction to Statistics
07.2023 - 08.2023
Back Office Data Analyst - Royal Caribbean
Conduent Business Services
09.2021 - 03.2025
Customer service representative - Royal Caribbean
Conduent Business Services
04.2021 - 09.2021
Coursera
Certificate on Google Cloud and G Suite Administration from Planning for G Suite deployment, G Suite Administration Specialization, G Suite Mail Management, G Suite Security, Introduction to G Suite, Managing G Suite
08.2020 - 08.2020
Coursera
Google IT Support Professional Certificate
08.2020 - 08.2020
Google Workspace - Google
08-2020
Email Specialist for Google - Google Workspace
Telus International
01.2018 - 01.2021
Email Specialist for Deluxe / Google - Google Workspace
Telus International
01.2018 - 01.2021
Devices Specialist for Deluxe/ Google - Google Workspace
Telus International
01.2018 - 01.2021
Queue Runner/ Google - Google Workspace
Telus International
01.2018 - 01.2021
Volunteer in Gus Bawab´s Booth During Show
The Artist Project
01.2017
Volunteer in the 'New Masters' organizing Junction Solstice Art Market
Academy of Realist Art
01.2017 - 01.2018
Volunteer in the 'New Masters' student group, organizing Carrier Gallery and Spring Shows
Academy of Realist Art
01.2016
Information Guide Volunteer
Art Gallery of Ontario (AGO)
01.2016 - 01.2018
Administrative work for residents
Kintore College
01.2016 - 01.2018
Live translator between doctor and patient
Refuge International
01.2015 - 01.2016
Written translator
Refuge International
01.2015 - 01.2016
Academy of Realist Art
Diploma in Fine Arts
01.2014 - 01.2018
Masters Academy of Art
Painting course
04.2013 - 04.2013
San Carlos De Guatemala University
Bachelors of Fine Arts from specialization on Painting
01.2012 - 01.2014
Volunteer at 'Infousac', career fair for senior high schools
San Carlos de Guatemala University
01.2012 - 01.2014
Administrator´s Assistant
STG
10.2009 - 11.2010
Rios Gallery Painting Academy
Painting courses
01.2008 - 01.2013