Adriana Quintero
Sunrise
Summary
IT professional with experience in system administration and technical support. Currently pursuing higher education in data analytics and software development to build technical skills. Skilled in maintaining IT infrastructure, troubleshooting issues, and supporting end-users. Focused on gaining hands-on experience, improving efficiency, and staying updated on technology trends. Looking to contribute to a team-oriented environment and grow in the IT field.
Overview
11
11
years of professional experience
Work History
IT Operations Specialist
VOYCE Inc. (now Equiti Health)
03.2024 - Current
- Managing account creation that include user account setup, client access, and data intake question
- Accountable for completing all existing clients account-related front end configuration and requests
- Assisting with resolving technical issues; identify and work with developer team to address them
- Reviewing call data on Twilio to address issues with call performance
- Serving as the primary point of contact for all internal teams, clients, and business associates to provide technical and business support
- Proposing workflow optimizations, products, and solutions that effectively and efficiently addressed client needs
- Working alongside with the Chief Technology Officer (CTO) to support the development and implementation of key technical projects, including Single Sign-On (SSO) integrations, third-party software integrations, and fulfillment of special feature requests
Client Service Representative / Account Manager
VOYCE Inc. (now Equiti Health)
04.2022 - 03.2024
- Managing and supporting 80+ client accounts; creating login credentials, recommending solutions (account-configuration and features), and troubleshooting minor technical issues
- Preparing and providing detailed monthly and quarterly reports using MS Excel
- Meeting with clients to address concerns, discuss recent developments, and plan future strategies
- Conducting application demonstrations for new clients, providing detailed training on optimal use for existing clients; delivered quarterly or bi-yearly sessions as needed
- Assisting with data entry for the Sales Team in Salesforce, including inputting and updating information for new and potential clients, as well as managing and updating technical and client support tickets
- Answering incoming support calls daily that included basic troubleshooting issues, answering product-related questions, and offering solutions to resolve customer concerns
Shipping/Fulfillment Team Member
TARGET
04.2020 - 04.2022
- Greeting and assisting guests in a professional and welcoming demeanor
- Picking items for guest orders accurately and quickly; meeting service and required ship time standards
- As well as maintaining productivity expectations and INF (Items Not Found) goals
- Follow all safety guidelines, operating procedures, product freshness and quality standards; follow food safety guidelines when handling, displaying and/or storing food items
- Training and guiding new team members; by familiarizing and teaching the expectations and responsibilities we are entrusted to meet
- Update or audit inventory discrepancies within the system when necessary, after being reported and permitted by a team lead
- Ship/ Fulfillment
Customer Service Agent
SITEL (Capital One Auto Finance)
01.2014 - 05.2016
- Provide primary support to external customers in a fast-paced environment
- Adhered to company policies, and call-time and quality standards
- As well as complying to security measures to protect private information from unknown parties
- Update or verify customer account data and personal information upon customers request or required by the system
- Document key interactions during calls with customers, such as payments, changes, issues and/or solutions regarding their accounts
- Responsible for assisting in new hire training and monitoring to ensure quality service and compliance with company regulations
Education
Bachelor of Applied Science - Data Analytics & AI
Broward College
Davie, FL02-2027
Associate of Science - Hospitality and Tourism Management
Broward College
Davie, FL01.2019
Skills
- Experienced with Kandji Mobile Device Management (MDM)
- Skilled in Utilizing Microsoft Office Applications
- Experienced in Issue & Resolution Tracking in Confluence and JIRA
- Technical Troubleshooting and Problem-Solving
- Proficient in Spanish
- Experienced with Salesforce: CRM Management
- Product Demonstrations and Client Training
- Experienced in Working with Cross-Functional Teams
- Strong Communication and Relationship Building
Timeline
IT Operations Specialist
VOYCE Inc. (now Equiti Health)
03.2024 - Current
Client Service Representative / Account Manager
VOYCE Inc. (now Equiti Health)
04.2022 - 03.2024
Shipping/Fulfillment Team Member
TARGET
04.2020 - 04.2022
Customer Service Agent
SITEL (Capital One Auto Finance)
01.2014 - 05.2016
Bachelor of Applied Science - Data Analytics & AI
Broward College
Associate of Science - Hospitality and Tourism Management
Broward College
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