Anna Cabezas
El Paso
Summary
User Support Associate with a strong background in data security and user safety, leveraging tools like Oral and Truu to ensure account authenticity. Over 7 years of experience in customer service and content moderation, demonstrating expertise in maintaining platform integrity and enhancing user experience. Skilled in analytical problem-solving and communication, consistently achieving high quality assurance scores and client satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Spectrum
El Paso, TX
06.2025 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Implemented process improvements that streamlined call handling and reduced average response time.
DRIVER
Uber Drivers
Phoenix, AZ
10.2020 - 06.2025
- Safely transport passengers with timely service, enhancing client satisfaction and trust.
- Drive efficiently, achieving high ratings and consistent positive feedback from clients.
- Ensure passenger safety and comfort, utilizing navigation skills to optimize routes.
- Adapt to dynamic schedules, maintaining punctuality and reliability in service delivery.
USER SUPPORT ASSOCIATE- DATA SECURITY
TikTok
Scottsdale, AZ
07.2023 - 06.2024
- Ensure user safety by verifying account authenticity using Oral and Truu tools.
- Resolve 133 cases daily, maintaining high productivity and quality standards.
- Collaborate on projects to audit accounts, ensuring accurate data verification.
- Consistently achieve high QA scores, reflecting commitment to excellence.
- Streamlined user safety protocols, enhancing data security measures and collaborating on cross-functional audits to verify account information.
- Pioneered new approaches to data authentication, integrating Oral and Truu tools to bolster user safety and streamline verification processes.
- Meticulously analyzed user data, ensuring thorough authentication and maintaining consistently high productivity levels in case management.
- Partnered with internal teams to optimize data security protocols, leveraging analytical insights to enhance user support and account verification processes.
SOCIAL MEDIA MODERATOR- FACEBOOK
Cognizant Technology Solutions
Phoenix, AZ
05.2017 - 02.2020
- Moderated Spanish content ensuring platform compliance, fostering a safe online environment.
- Removed non-compliant content, enhancing user experience and platform integrity.
- Maintained empathy in interactions, building trust and rapport with users.
- Demonstrated strong communication skills, ensuring clear and effective messaging.
- Resolved content issues promptly, contributing to a secure and welcoming platform.
- Streamlined content moderation process, significantly reducing response time and improving user experience on the platform.
DELIVERY DRIVER
Amazon Delivery Driver- N Route 2 U
Phoenix, AZ
07.2016 - 05.2018
- Delivered packages efficiently and safely using personal vehicle, ensuring timely arrival.
- Adapted to flexible schedules and routes, enhancing delivery reliability.
- Maintained high customer satisfaction through consistent, reliable service.
- Resolved route challenges independently, improving delivery efficiency.
- Contributed to a seamless delivery process, supporting team goals.
FORKLIFT OPERATOR
Barrel O Fun
Phoenix, AZ
12.2014 - 05.2018
- Efficiently unloaded and stored products, ensuring timely inventory management.
- Identified and reported product issues, maintaining high quality standards.
- Collaboratively managed stock movement, optimizing warehouse operations.
Education
GED -
Brookline College-Phoenix
Phoenix, AZ05.2011
Skills
- Communication (Skillful)
- Computer literacy (Experienced)
- Microsoft Word (Experienced)
- Microsoft Excel (Experienced)
- Bilingual Spanish/ English(Experienced)
- Time management (Experienced)
- Customer service (Experienced)
- Typing (Skillful)
- Content moderation (Experienced)
- Driving (Experienced)
- Forklift operation (Experienced)
- Data security (Experienced)
- Quality assurance (Experienced)
- Data analysis, Critical thinking, Problem solving, Adaptability, Data visualization, Research skills
LANGUAGES
English (Native)
Spanish (Highly proficient)
COURSES
- DATA ANALYTICS - Google Courses - Nov 2024 - Present
- CYBERSECURITY - Google Courses - Nov 2024 - Present
Timeline
Customer Service Representative
Spectrum
06.2025 - Current
USER SUPPORT ASSOCIATE- DATA SECURITY
TikTok
07.2023 - 06.2024
DRIVER
Uber Drivers
10.2020 - 06.2025
SOCIAL MEDIA MODERATOR- FACEBOOK
Cognizant Technology Solutions
05.2017 - 02.2020
DELIVERY DRIVER
Amazon Delivery Driver- N Route 2 U
07.2016 - 05.2018
FORKLIFT OPERATOR
Barrel O Fun
12.2014 - 05.2018
GED -
Brookline College-Phoenix