Ana Granados
Albuquerque
Summary
Results-driven manager with extensive experience in team supervision and customer service optimization. Developed a client-adopted database that significantly enhanced project efficiency through targeted training and innovative solutions. Committed to driving operational excellence and elevating customer satisfaction levels.
Overview
42
42
years of professional experience
1
1
Certification
Work History
Manager
CableCom LLC
Albuquerque
10.2024 - Current
- Supervisor Field Engineer
- Managed 1 employee responsible for addressing complaints and ensuring quality control.
- Helped manage damage and complaint claims.
- Created crew log for City of Rio Rancho project to track activities and enhance communication.
- Distributed Gate check reports to all supervisors.
- Maintain Bluebeam mapping system of all maps for Rio Rancho project.
- Assign Bluebeam maps to both our coordinators and the subcontractors for markup.
- Provided training and assistance to all personnel on Bluebeam map markups.
- Supported the other supervisor in completing their projects.
Customer Service Associate
Walgreen’s Store
Albuquerque
06.1984 - Current
- Customer service and problem solving.
- Front-Counter Sales.
- Set up eye-catching floor displays to engage customers and promote product visibility.
- SIM/Floor Sales Coordinator.
- Executed data entry accurately using 10-key calculator to ensure timely processing.
- Inventory/Merchandise Control.
- Inventory reporting.
- Supported departments in completing daily tasks.
- Maintain part-time status while contributing to team efforts.
Administrator
MT Private Utility Locating Service
Albuquerque
02.2023 - 10.2024
- Handled emails requesting quotes and service inquiries to ensure timely responses.
- Managed phone line and office mail for efficient communication.
- Created Proposals for cost of services.
- Review all locating reports and email them to clients.
- Merged mapped utilities from VMAPs software for accurate data representation.
- Marked up utilities in Subsurface mapping software for precise documentation.
- Take orders and enter orders into the DigTix software.
- Processed crew receipts for accurate accounting record-keeping.
Underground Supervisor
CableCom LLC
Albuquerque
07.2014 - 08.2022
- Supervised 20 employees and contractors.
- Managed two administrators, two coordinators, four two/three man drop crews and four contractors.
- Approved daily productions and time off requests.
- Supported employee review process, providing feedback and insights to improve team performance.
- Key contributor in developing a database adopted by the client, enhancing operational efficiency.
- Maintained database of all drop bury orders.
- Handled damaged complaints via phone calls and emails, ensuring timely resolutions.
- Received completed drop bury packets for billing and invoice information for payment to contractors and billing of client.
- Reviewed and approved subcontractor’s invoices.
- Completed weekly invoice reconciliations.
- Reason for leaving: Laid off due to eliminated department.
Administrator/Drop Bury Coordinator
Sefnco Co.
Albuquerque
02.2011 - 07.2014
- Received, prepared, and distributed drop bury orders to contractors, ensuring timely execution of project requirements.
- Maintained orders in excel database.
- Responded to emails and calls for drop bury related issues.
- Input invoice information into QuickBooks/AX program.
- Reconcile, review, and approve sub-contractor invoices.
- Processed applications and new hire packets for corporate office, coordinating drug test screenings through myescreen.com.
- Processed timesheets bi-weekly for payroll.
- Facilitated office operations by coordinating travel planning and managing shipping logistics through UPS.
- Reason for leaving: Contract ended in New Mexico.
Dispatch Representative
Comcast Cable
Albuquerque
10.1995 - 02.2011
- Dispatched work and reassignments to technicians.
- Made customer contact to confirm schedule and answer questions.
- Created new orders in the dispatch database system.
- Rescheduled orders due to customer or time issues.
- Supported technical operations team by managing schedules and communications.
- Compiled and analyzed excel spreadsheet reports for Manager and 7 Team Leaders to support decision-making.
- Processed payroll timesheets bi-weekly for over 100 technicians.
- Resolved customer-related complaints for in-house technicians and contractors to enhance service satisfaction.
- Scheduled department functions team building events; quarterly meetings; etc.
- Managed online marketing initiatives to enhance brand visibility and engagement.
- Administrative support to the Online Marketing Department.
- Processed and tracked all aspects of telemarketing sales and invoice payments.
- Coordinated commission report for online sales.
- Coordinated and tracked customer service incentives and sales events to drive engagement and improve customer experience.
- Managed customer service operations to enhance customer satisfaction and service delivery.
- Wrote various memos and monthly newsletter contributions to keep internal customers informed.
- Filed and prepared all work-orders, service-orders, and front counter receipts for electronic storing purposes.
- Coordinated New Hire Training for incoming associates and ongoing training for current associates.
- Provided customer service support through phone interactions and inquiries.
- Answered phone calls for order entry of cable and internet services.
- Helped customers with billing issues and questions.
- Provided equipment issues support and troubleshooting support.
- Reason for leaving: The company was starting to downsize and eliminate departments, found an opportunity to work in the same industry as a contractor.
Education
Bachelor’s degree - business/E-Business
University of Phoenix
Albuquerque, NM01-2004
Skills
- Order management
- GPR expertise
- Mapping software
- Microsoft Word and Excel
- PowerPoint presentations
- PDF report generation
- Bluebeam software
Certification
- Introduction to Access, 11/01/01
- Intermediate to Access, 11/01/01
- Graduate of Zenger Miller Emerging Leadership program, 04/01/99
- Advanced Excel 97, 08/01/97
- Microsoft Office 97, 09/01/98
- Cable Data 1 (CT160), 01/01/97
- System Competition and Retention Training, 06/01/97
- Front Counter Security Training, 08/01/97
Languages
English, Spanish, Spanish, Spanish
Timeline
Manager
CableCom LLC
10.2024 - Current
Administrator
MT Private Utility Locating Service
02.2023 - 10.2024
Underground Supervisor
CableCom LLC
07.2014 - 08.2022
Administrator/Drop Bury Coordinator
Sefnco Co.
02.2011 - 07.2014
Dispatch Representative
Comcast Cable
10.1995 - 02.2011
Customer Service Associate
Walgreen’s Store
06.1984 - Current
Bachelor’s degree - business/E-Business
University of Phoenix