Esmeralda Cervantes
Covina,CA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
Service Analyst
VinFast Auto
Irvine, CA
04.2023 - Current
- Created detailed KPI performance reports for each service centers.
- Conducted UAT testing, provided feedback on DMS software and Salesforce CRM.
- Analyzed trends in vehicle repair orders, and presented findings to executive leadership team.
- Worked with Sr. Warranty Claims Manager in creating warranty claim reporting for 3rd Party Dealerships.
Contact Center Quality Assurance Analyst
VinFast Auto
Playa Vista, CA
05.2022 - 04.2023
- Prepared and analyzed internal and external quality reports for management staff review.
- Created SOP for Call Quality and Call Evaluation Forms
- Evaluated agents on Chat, Email and Inbound/Outbound calls.
- Responsible for new hire training at contact center level.
- Coached and mentored agents on a group and individual setting.
- Assisted Sr. Contact Center Manager in implementing workforce management and forecasting in Five9 CRM.
- Trained and led staff on proper QA standards.
Quality Assurance Analyst
Discovery Behavioral Health
Los Alamitos, CA
06.2020 - 05.2022
- Evaluated inbound and outbound calls for Behavioral Health call center
- Worked closely with the training team in creating follow-up training for new and existing coordinators
- Recommended improvements to systems, assisted in establishing procedures for increased productivity
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
Quality Assurance Supervisor
HONK Technologies
Provo, UT
07.2017 - 09.2019
- Evaluated calls for a large call center in Provo Utah.
- Worked closely with call center supervisors on 1 on 1 training, call monitoring and creating Quality Assurance driven incentives.
- Created weekly and monthly reporting.
- Collaborated with other departments to coordinate workflow processes between teams.
- Supervised a team of Quality Assurance Analysts.
- Assisted on onboarding and training of new personnel to maximize capacities of quality assurance team.
- Provided guidance to staff on best practices in quality assurance methods.
Quality Assurance Analyst
Diamond Resorts
Riverside, CA
08.2015 - 07.2017
- Monitored calls for 4 marketing call centers in Southern California and Florida
- Created call monitoring sheets and excel reports
- Traveled to the call centers every quarter to conduct calibration meetings
- Responsible for maintaining open communications with Center Managers and working with them to update policies and procedures.
Setups Specialist
Listen Up Espanol
Portland, ME
04.2011 - 05.2015
- Responsible for reviewing technical specifications in setting up new clients.
- Assisted in translating sales scripts from English to Spanish.
- Monitored calls to ensure programmed scripts were working properly and provided call monitoring feedback to the sales team.
- Worked with Media and Fulfillment companies with their requests (i.e., 800# requests, media layouts for specific campaigns etc.)
Quality Assurance Specialist
Listen Up Espanol
Portland, ME
01.2008 - 12.2010
- Monitored inbound sales calls, made sure that representatives followed scripts, assisted in training compliance representatives and sales representatives, and sent daily monitoring reports to the management team
- Conducted test calls when new products and campaigns were ready to launch to make sure that scripts were working properly and ensured proper training for contact enter representatives.
Education
AA in Transportation Management -
Academy Pacific Business and Travel College
Skills
- Data Analysis
- Reporting Skills
- Microsoft PowerPoint
- Microsoft SharePoint
- Statistical Analysis
- Management
- Report Analysis
- Microsoft Word
- Teamwork and Collaboration
- Staff Training
- Coaching
- Mentoring
- Quality Improvement
- Team Supervision
- Giving Constructive Feedback
Languages
Bilingual English / Spanish
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Service Analyst
VinFast Auto
04.2023 - Current
Contact Center Quality Assurance Analyst
VinFast Auto
05.2022 - 04.2023
Quality Assurance Analyst
Discovery Behavioral Health
06.2020 - 05.2022
Quality Assurance Supervisor
HONK Technologies
07.2017 - 09.2019
Quality Assurance Analyst
Diamond Resorts
08.2015 - 07.2017
Setups Specialist
Listen Up Espanol
04.2011 - 05.2015
Quality Assurance Specialist
Listen Up Espanol
01.2008 - 12.2010
AA in Transportation Management -
Academy Pacific Business and Travel College
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