Alejandra Salas
Albuquerque,NM
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Bilingual Quality Assurance Analyst
Faneuil - Albuqueurque
04.2022 - Current
- Promoted to Quality Assurance Specialist after maintaining outstanding performance through upskilling in job roles/attendance
- Had 2-3 Supervisor Teams ranging 40-90 Agents total under my guidance at any given time
- Time managing tasks to
- Worked daily with Microsoft products such as Excel, Windows, Outlook, PowerPoint, OneNote, Teams
- Face to face coaching sessions with agents to discuss trends, strategize to develop self efficient mannerisms, consistency, and applying feedback, live listening sessions/calibrations, role playing Etc
- Dependent on what benefits Representative best
- Work hand in hand with training dept as well, doing quality presentations to present Quality requirements, help grade calls for classes in nesting and floor support for nesting classes, assist with teaching classes when short handed if needed
- Attend and participate in company meetings to speak towards action being taken to improve quality performance
- Trained to assist with supervisor line for assists/escalate calls
- Create PowerPoints/Flashcards providing guidelines/requirements/suggestions
- Lead Team Chats keeping morale up, sending important.helpful reminders throughout the day and forward Alerts
- Lead bi-weekly internal calibrations with other leadership (supervisors, quality coaches, operations managers, dept managers, team lead)
- Mulit-task
Customer Service Representative
Faneuil
02.2021 - 04.2022
- Assigned To Dominion Energy Campaign Report power outages and trouble conditions Assist with answering customer information inquiries Process customers starts, stops and transfers of services Educate/ customers on self service options available to them Answer billing inquiries
- Quote disconnect for non payment information/ issue reconnects, and inform caller's on assistance resources
- Empathize with caller's and their hardships.
Bilingual Sales Representative
Xfinity Call Center
08.2019 - 02.2021
- Generate revenue for company by selling the products and all lines of business available as well as upselling on every call
- Providing customer care regarding billing inquiries, account information, and general questions
- Aid with technical support and providing information regarding service outages in areas
- Process payments and updating billing information
CSR - Customer Service Representative
Sitel
03.2018 - 08.2019
- Assigned to Directv campaign following divisions: Customer Loyalty (Retention), NFL Sunday Ticket
- Retention, and ACE (Customer Service) Including but not limited to following delegations:
- Aiding with bill inquiries programming changes, reviewing account information (right sizing), checking for eligible promotions also providing rectification for falsely lost promotions
- Trouble shoot for equipment as well as Scheduling service calls for technical/equipment issues
- Process Payments and update billing profile requests
- Upselling with AT&T cellphone lines and accessories
- Upselling to add internet and home phone bundles
- Retention for DTV Accounts, NFL Sunday Ticket as well as premium channels reselling value of services and why they should keep it
- Assigned SBS Agent (Side By Side) providing assistance with mentoring New hires and wi-jacking with them
- Provide example calls to present to client with proper authentication, call flow and client save expectations
- Ace is for general customer service inquiries.
Call Center/Help Desk Agent, Retail Agent
MVD Express
04.2015 - 02.2018
- Customer Service in offices and over phone
- Complete discretion of confidential records
- Worked with Microsoft Word, as well as Microsoft Excel, Outlook and many other computer software programs
- Provide assistance to contracted vendors for any system errors, submitting work orders and tickets to resolve any problems
- Relaying information and ticket updates to vendors from partner support
- Assist with renewal reminders off a spreadsheet provided by company
- Process Drivers licenses , titles, and registrations
- Prior Notary and Vin Inspector experience; no longer certified
- Customer referrals
- Handling money including registers, deposits, drops and safe
- Adapt to frequent policy changes
- Daily Reports
- Keep up to date with emails and incoming faxes
- Take customer service calls and online chats as well as vendor help desk calls
- Occasionally help commercial titling department
- Inventory
- Senior agent
Shift Manager
Del Taco
01.2014 - 02.2015
- Customer Service, handling complaints, - Lead of 3-5 people crews - Handling money including but not limited to: register, drawer changes, deposits, and safe
- Inventory/Food orders - Training new employees - Unloading food orders - Shift Manager Certification
DJ, Roller
Skate City
05.2012 - 01.2014
- Customer Service for all age groups
- Lead DJ
- Skate instructor
- Housekeeping of building on closed days/ shifts
- Preparation of food
- Handling money including entry and snack bar registers as well as DJ booth merchandise sales
- Unloading and checking inventory.
Education
GED -
YDI
01.2021
GED -
Skills
- Operating Systems
- Peer Relationships
- Quality Assurance Controls
- Troubleshooting
- Computer Networking
- Quality Assurance
- Microsoft Windows
- Network Support
- Employee relations
- Languages
- Issue Resolution
Additional Information
- Authorized to work in the US for any employer
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Quality Assurance Analyst
Faneuil - Albuqueurque
04.2022 - Current
Customer Service Representative
Faneuil
02.2021 - 04.2022
Bilingual Sales Representative
Xfinity Call Center
08.2019 - 02.2021
CSR - Customer Service Representative
Sitel
03.2018 - 08.2019
Call Center/Help Desk Agent, Retail Agent
MVD Express
04.2015 - 02.2018
Shift Manager
Del Taco
01.2014 - 02.2015
DJ, Roller
Skate City
05.2012 - 01.2014
GED -
YDI