Berenisce Leyva
Tucson,AZ
Summary
Dynamic professional with a proven track record at Alorica, excelling in content moderation and quality assurance. Skilled in online research and team leadership, I fostered a culture of accuracy and consistency, enhancing content quality. My strong customer service background ensures effective communication and problem-solving, driving team productivity and satisfaction.
Handles team needs with forward-thinking strategies and strong focus on daily requirements. Well-coordinated planner successful at coordinating schedules and workflows to meet business demands. Superior work ethic combined with resourceful and upbeat nature.
Outgoing customer service manager with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.
Overview
11
11
years of professional experience
Work History
Content Moderator
Alorica
02.2022 - 09.2025
- Generated and maintained style guides to encourage consistent quality of content.
- Selected relevant images to accompany content for maximum impact.
- Acquired in-depth knowledge of content areas to provide effective edits.
- Drove accuracy of content through careful proofreading and fact-checking.
- Edited and revised wide array of content for accuracy, clarity and consistency.
Customer Service Representative Manager
VXI Global
05.2017 - 11.2021
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Implemented company policies and procedures for professional, cohesive customer care.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Launched quality assurance practices for each phase of development
Shift Leader
Taco Bell
08.2014 - 01.2018
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Enforced company policies and regulations with employees.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Trained new employees and delegated daily tasks and responsibilities.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Maximized team productivity by expertly delegating tasks to kitchen staff.
- Supervised food presentation and plating to enhance visual appeal.
- Monitored food preparation, production, and plating for quality control.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
Education
High School Diploma -
Tucson Urban League
Tucson, AZNo Degree -
Brookline College
Tucson, AZ,.Skills
- Online research
- Social media
- Content management
- Cultural awareness
- Employee schedule management
- Team productivity
- Team development
- Customer service
- Workforce planning
- Call center operations
- Team leadership
- Client support
- Team-building activities
- Positive attitude
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Content Moderator
Alorica
02.2022 - 09.2025
Customer Service Representative Manager
VXI Global
05.2017 - 11.2021
Shift Leader
Taco Bell
08.2014 - 01.2018
High School Diploma -
Tucson Urban League
No Degree -
Brookline College