AZYA PEOPLES
Phoenix,AZ
Summary
Versatile operations and customer experience professional skilled in escalation resolution and process improvement. Delivers effective solutions through data analysis and thorough documentation. Fosters collaboration among teams to enhance service delivery and drive customer success in dynamic settings.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Tucson Electric Power
01.2022 - 06.2026
- Fostered customer success through proactive support initiatives.
- Managed high-impact escalations, ensuring compliance and operational efficiency.
- Resolved complex billing service outages and account issues through thorough research and analysis.
- Executed technical problem-solving to resolve critical customer challenges.
- Collaborated across departments to facilitate timely issue resolutions.
- Maintained documentation to identify trends and improve workflows.
- Optimized workflows to improve overall service delivery.
- Streamlined processes and enhanced communication to support enterprise operations.
Home Health Aide
Soreo
03.2020 - 04.2022
- Assisted clients with daily living and personal care tasks, fostering independence and enhancing quality of life.
- Monitored client health, reporting changes to healthcare professionals promptly.
- Delivered compassionate in-home care, coordinating with care teams and ensuring accurate client records to support ongoing treatment.
- Provided companionship and emotional support, contributing to improved client well-being and emotional stability.
Content Moderator
Alorica
01.2020 - 01.2022
- Moderated content by reviewing submissions for compliance with guidelines, managing account deletion, editing, and suspension to uphold community standards.
- Reviewed high-volume content ensuring accuracy and compliance with internal policies, contributing to overall content integrity.
- Applied sound judgment in sensitive situations to maintain quality standards.
- Consistently exceeded quality expectations across diverse projects.
- Collaborated with team members to efficiently resolve content-related issues, enhancing team effectiveness and workflow.
Customer Service Representative
Citibank
08.2016 - 04.2020
- Investigated account discrepancies, resolving complex financial service issues and improving customer satisfaction.
- Navigated multiple software systems to identify risk research solutions, streamlining customer support.
- Mentored new employees, developing onboarding guides to enhance training effectiveness.
Customer Service Manager
Hobby Lobby
03.2012 - 07.2016
- Directed daily operations, coaching team members to resolve escalated customer concerns and ensure compliance with policies and procedures.
- Managed scheduling and staffing to align with customer demand, optimizing resource allocation and service delivery.
- Trained staff on company policies and customer interaction techniques, improving service quality and customer satisfaction.
Education
Associate of Arts - English
Pima Community College
Associate of Science - Medical Technology
Pima Community College
Program - Pharmacy Technician
MedCerts
Skills
- Customer experience
- Customer satisfaction
- Escalation resolution
- Operations support
- CRM systems expertise
- Data analysis
- Process improvement
- Workflow optimization
- Documentation compliance
- Cross-functional collaboration
- Problem solving
- Employee onboarding
Personal Information
Title: Operations Specialist | Customer Experience | Process Improvement
Timeline
Customer Service Representative
Tucson Electric Power
01.2022 - 06.2026
Home Health Aide
Soreo
03.2020 - 04.2022
Content Moderator
Alorica
01.2020 - 01.2022
Customer Service Representative
Citibank
08.2016 - 04.2020
Customer Service Manager
Hobby Lobby
03.2012 - 07.2016
Associate of Arts - English
Pima Community College
Associate of Science - Medical Technology
Pima Community College
Program - Pharmacy Technician
MedCerts