Hi, I’m
Elena Andrade
Bakersfield,CA
Summary
Detail-oriented Records and Information Specialist with extensive experience in data governance, record retention, and compliance. Collaborative team player skilled in developing and implementing policies to ensure compliance with federal, state, and industry regulations. Proven ability to manage large-scale projects, enhance processes, and maintain accurate documentation to support organizational objectives. Dedicated to fostering a data-driven culture and improving operational efficiencies. Demonstrated proactive and goal-oriented approach with excellent time management and problem-solving skills. Recognized for reliability and adaptability, with a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
11
years of professional experience
Work History
Zillow
Customer Support Advocate
09.2021 - Current
Job overview
- Respond to customer inquiries through Salesforce and Zendesk systems to effectively manage their home listing on Zillow's website
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
- Implemented technology solutions for case management, improving efficiency and data accuracy.
- Collaborate with engineering and legal teams to resolve pending system bug issues and provide feedback about product concerns impacting customer experience
- Moderate up to 130 review submissions daily, ensuring compliance with Zillow's review guidelines and exceeding performance metrics to meet Service Level Agreements
- Assist in improving the review moderation process, enhancing internal guidelines and workflows
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Train and mentor teammates on moderation and customer inquiry techniques, ensuring policy accuracy and compliance standards
- Delivered friendly service and offered expert support in every interaction.
City of Bakersfield, Bakersfield Police Department
Electronic Data Clerk
09.2014 - 09.2021
Job overview
- Developed Standard Operating Procedures (SOPs) to improve data management and operational efficiency
- Managed and provided secure access to 9-1-1 and non-emergency call data for legal and public entities
- Produced and maintained over 250 court-ready case files monthly with meticulous attention to detail and accuracy
- Served as an expert witness and custodian of records in legal proceedings, ensuring data integrity and legal compliance
- Implemented quality control measures to monitor data retention practices and adherence to retention schedules
- Trained new employees on company-specific software applications, promoting a smooth onboarding experience for incoming staff.
- Provided support during audits by supplying accurate documentation of all processed transactions as needed.
- Contributed to process improvements by identifying opportunities for automation or workflow optimization in data-related tasks.
- Exceeded performance targets while maintaining strict adherence to quality standards throughout daily operations.
Zillow
Client Engagement Specialist
07.2018 - 02.2019
Job overview
- Delivered exceptional customer experiences and resolved complex inquiries while adhering to data retention policies
- Handled up to 150 customer inquiries daily, exceeding performance metrics and ensuring accurate documentation
- Used web-based software and Microsoft Office Suite to manage customer interactions and data records efficiently
- Collaborated with internal stakeholders to identify and address data quality and compliance risks
- Fostered team collaboration and contributed to process improvements through knowledge sharing and mentoring
- Streamlined communication processes to improve information flow between internal teams and clients.
- Responded to customer requests for products, services, and company information.
Education
Bakersfield CollegeBakersfield, CA
Associate Degree from Criminal Justice
05.2007
Skills
- Proficient in Salesforce and Zendesk
- Policy Development & Implementation
- Cross-Functional Collaboration
- Operational Efficiency Enhancement
- Auditing & Monitoring
- Data Analysis & Reporting
- Communication & Interpersonal Skills
- Analytical Problem-Solving
- Effective Listening
- Solution Implementation
- Service Delivery Proficiency
Timeline
Customer Support Advocate
Zillow
09.2021 - Current
Client Engagement Specialist
Zillow
07.2018 - 02.2019
Electronic Data Clerk
City of Bakersfield, Bakersfield Police Department
09.2014 - 09.2021
Bakersfield College
Associate Degree from Criminal Justice
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