Claudia Burciaga Fernandez
Albuquerque,NM
Summary
Capable professional experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Website Editor
Self Employed Web
Albuquerque, NM
03.2020 - Current
- Created, edited and published webpages using HTML, CSS and other authoring tools.
- Tested websites on multiple browsers and operating systems to ensure compatibility across devices.
- Performed regular maintenance tasks such as troubleshooting errors, updating plugins or backing up data.
- Tracked website performance metrics such as page views, bounce rates or conversions rate over time.
- Maintained an organized library of digital assets such as images, videos or documents used on websites.
- Utilized SEO techniques to improve search engine rankings of websites.
- Developed and executed Google Ads campaigns to support business objectives.
Tax Expert
Intuit
01.2024 - 04.2024
- Successfully prepared and filed complex tax returns for individuals, businesses, and non-profit organizations
- Conducted thorough research on tax regulations and laws to ensure compliance and accuracy in tax filings
- Collaborated with clients and internal teams to resolve tax-related issues and disputes in a timely and efficient manner
- Assisted clients with tax planning strategies to minimize tax liabilities and maximize savings
- Communicated directly with clients to address tax-related inquiries and provide personalized tax advice
- Interviewed clients to obtain additional information on taxable income and deductible expenses and allowances.
- Analyzed tax regulations and updated knowledge regularly to stay compliant with changes in tax laws.
Substitute Teacher
Albuquerque Public Schools Administration
Albuquerque, NM
01.2022 - 03.2024
- Promoted a safe and secure atmosphere within the classroom setting.
- Participated in staff meetings and professional development workshops.
- Maintained a safe learning environment by enforcing school rules and regulations.
- Provided feedback on assignments or projects given by the regular teacher.
- Developed creative learning strategies to engage all types of learners.
- Supported special needs students by providing individual instruction as needed.
- Integrated technology into lessons whenever possible.
- Organized classroom activities, games and tasks to enhance interactive learning experience.
Senior Customer Service
Verizon
08.2014 - 09.2023
- Resolved complex customer issues and escalated complaints promptly to ensure swift resolution and maintain positive customer relationships
- Responsible for handling a high volume of customer inquiries via phone, email, and chat
- Assisted customers with product recommendations, order processing, and tracking shipments
- Utilized CRM software to document interactions and maintain accurate customer records
- Collaborated with cross-functional teams to improve processes and enhance the overall customer experience
- Collaborated with other departments such as Sales, Marketing, and Technical Support.
- Analyzed customer data to identify opportunities for upselling services.
- Provided technical support to customers via phone, email and chat.
- Educated customers about products, pricing and policies to address and resolve issues.
IT Specialist
Verizon
Albuquerque, NM
06.2017 - 06.2018
- Maintained inventory of all IT equipment and supplies in use by the organization.
- Installed operating systems, applications, patches, updates. as needed.
- Provided guidance on best practices for using technology resources securely.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Developed documentation related to IT policies, processes, standards.
- Provided technical support for users experiencing hardware or software issues.
- Used remote login tools to assist clients with technical and product questions.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
Office Manager
Super 6 Tokyo Auto
01.2010 - 08.2014
- Managed day-to-day operations of office, overseeing administrative staff and ensuring smooth workflow
- Oversaw office budget, tracked expenses, and negotiated contracts with vendors to achieve cost savings
- Conducted regular staff meetings to communicate updates, address concerns, and foster a positive work environment
- Implemented and maintained office policies and procedures to promote efficiency and organization
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Managed, scheduled and coordinated office functions and activities for employees.
Sales Coordinator
El Semanario News Paper
01.2008 - 01.2010
- Managed and maintained relationships with key accounts, resulting in a 15% increase in sales revenue
- Coordinated sales meetings, trade show logistics, and customer presentations to support sales team activities
- Analyzed market trends and competitor activities to provide actionable insights for sales strategy development
- Assisted with the development and implementation of sales training programs to enhance team performance and productivity
- Oversaw the creation and distribution of sales reports, forecasts, and pipeline updates to track progress and identify opportunities for growth
Case Coordinator
Adobe Accounting
02.2006 - 01.2008
- Developed and implemented individualized case plans for clients, ensuring all needs and goals were met in a timely manner
- Coordinated communication and collaboration between clients, their families, and multidisciplinary team members to ensure comprehensive care
- Conducted assessments and regular evaluations to monitor client progress and adjust interventions as needed
- Maintained accurate documentation and records of client interactions, progress, and service referrals to ensure compliance with regulations and standards
Education
Bachelors of Art - Government focused on Legal Studies
Grand Canyon University
11.2024
Enrolled in specialized legal programs and certification courses to enhance expertise - Hardware and Software Technology
Lafayette Community College
12.2019
Skills
- Information Security
- Complaint resolution
- Inbound and Outbound Calling
- Data Entry
- Microsoft Outlook
- Sales expertise
- Application support
- Troubleshooting and diagnostics
- Technical Documentation
- Software Installation
- Call Center Operations
- Interpersonal Communication
- Fluent Bilingualism-Spanish-English
- Microsoft Office
- Attention to Detail
- Active Listening
- Analytical Thinking
Certification
- CompTIA A+
- Teaching License
- Harvard Mentor Project Management Certificate
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
References
References available upon request.
Timeline
Tax Expert
Intuit
01.2024 - 04.2024
Substitute Teacher
Albuquerque Public Schools Administration
01.2022 - 03.2024
Website Editor
Self Employed Web
03.2020 - Current
IT Specialist
Verizon
06.2017 - 06.2018
Senior Customer Service
Verizon
08.2014 - 09.2023
Office Manager
Super 6 Tokyo Auto
01.2010 - 08.2014
Sales Coordinator
El Semanario News Paper
01.2008 - 01.2010
Case Coordinator
Adobe Accounting
02.2006 - 01.2008
Bachelors of Art - Government focused on Legal Studies
Grand Canyon University
Enrolled in specialized legal programs and certification courses to enhance expertise - Hardware and Software Technology
Lafayette Community College
- CompTIA A+
- Teaching License
- Harvard Mentor Project Management Certificate
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