DESIRAE MAGANA
Austin
Summary
Experienced professional with over 10 years in customer service and call center roles. Efficiently handles high call volumes, resolves customer issues, and maintains high levels of satisfaction. Assistant supervisor experience includes managing teams, providing training, and ensuring smooth daily operations. Recently transitioned into a Compliance Analyst role, focusing on attention to detail, understanding regulations, and ensuring policy compliance. Strong in data analysis, identifying trends, and recommending improvements to enhance efficiency and integrity. Excellent communication, problem-solving, and leadership skills. Committed to ongoing growth and development.
Overview
10
10
years of professional experience
Work History
Compliance Analyst
Netspend
08.2024 - 01.2025
- Identified areas where improvements could be made in existing methods used for managing risks associated with regulatory compliance
- Evaluated current processes for identifying areas of non-compliance within the organization
- Performed periodic reviews of organizational processes to ensure ongoing compliance with applicable rules and regulations
- Maintained up-to-date knowledge of changes in relevant regulations, standards, and best practices
- Drafted reports summarizing findings from compliance audits and investigations
Assistant Supervisor
Netspend
04.2022 - 08.2024
- Handled escalation requests via email and phone, aiding international and local teams.
- Resolved customer complaints related to products and services, ensuring satisfaction.
- Managed multiple communication channels including calls, chat, online platforms, and emails.
- Supported quality checks on calls while conducting agent coaching sessions for skill enhancement.
- Partnered with leadership to design and execute workflow enhancements, boosting efficiency.
- Finalized critical documents efficiently while meeting established time standards.
Customer Experience Team Lead
Netspend
07.2019 - 04.2022
- Utilized Excel for data entry, reporting, and analysis of customer metrics
- Suggested process improvements to enhance service quality and streamline operations
- Provided troubleshooting support for customer app issues, transactions, and product inquiries
- Managed escalated customer complaints, ensuring timely and effective resolutions
- Provided regular feedback and recognition for exceptional performance by team members
- Coached team members on how to address challenging customer inquiries or situations
Customer Service Representative
Netspend
07.2018 - 07.2019
- Delivered exceptional customer service by addressing concerns, showing empathy, and resolving issues promptly
- Managed and resolved customer complaints related to products and services
- Participated in outbound calling campaigns for special projects
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Remained open to feedback from supervisor and peers to build and improve skills set
Customer Care Specialist
Alorica
09.2016 - 05.2018
- Worked in the California Engagement Center, focusing on consumer protection cases for vehicle trade-ins and repurchases
- Provided resolutions including monetary compensation, vehicle repurchase options, extended warranties, and other services to resolve customer issues
- Performed data entry and used Microsoft Office (Word, Excel, PowerPoint) regularly
- Managed communication with customers and dealerships via email, phone, fax, and mail
- Maintained accurate records of all interactions with customers for use in future reference
- Successfully managed high call volumes while maintaining quality assurance standards
- Resolved conflicts between customers, vendors, and employees through effective negotiation tactics
Customer Service Representative
Concentrix
09.2014 - 02.2016
- Handled high-volume inbound and outbound customer calls efficiently
- Documented, researched, and resolved customer service issues with accuracy
- Maintained professionalism and patience while addressing negative customer feedback
- Utilized problem-solving techniques to identify solutions for complex customer inquiries
- Made appropriate account corrections to resolve customer problems
- Referred unresolved customer grievances to designated departments for further investigation
- Read from scripts to promote uniformity and consistency in communications
Education
High school -
Austin, Texas06.2012
Skills
- Clear communication
- Active listening
- Quick learner
- Multitasking
- Attention to detail
- Organizational skills
Timeline
Compliance Analyst
Netspend
08.2024 - 01.2025
Assistant Supervisor
Netspend
04.2022 - 08.2024
Customer Experience Team Lead
Netspend
07.2019 - 04.2022
Customer Service Representative
Netspend
07.2018 - 07.2019
Customer Care Specialist
Alorica
09.2016 - 05.2018
Customer Service Representative
Concentrix
09.2014 - 02.2016
High school -
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