Gabriela Alvarez
Phoenix,AZ
Summary
Hardworking employee skilled in multitasking and time management abilities. I have worked directly alongside Limited Warranty Project Specialists on daily operations of the STC Vehicle Acceptance initiative by collecting and monitoring incoming data on vehicle rejection surveys executed by Field Advocates and performing quality assurance by verifying surveys were answered accurately based on Carvana standards and survey guidelines. I provided detailed reporting daily on accuracies. Was a subject matter expert and utilized knowledge of STC Vehicle Acceptance to become a point of contact to STC on questions and provide feedback on process execution.
Overview
6
6
years of professional experience
Work History
Senior Advocate
Carvana
Phoenix, AZ
05.2021 - Current
- Organized and managed caseloads for clients according to their individual needs.
- Analyzed large datasets to identify trends, patterns and correlations for business insights.
- Provided feedback on employee performance based on observed results during training sessions.
- Collaborated with subject matter experts to ensure accuracy of content being delivered to trainees.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Knowledge of the STC-side of rescheduled events to further strengthen communication and collaboration between the inside team and Market Ops
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
Manager
Metro by T-Mobile
Phoenix, AZ
01.2018 - 05.2021
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Initiated new projects that resulted in increased productivity across all departments.
- Monitored staff performance and addressed issues.
- Trained employees on additional job positions to maintain coverage of roles.
- Produced thorough, accurate and timely reports of project activities.
Skills
- Knowledge Of Performance Tracking
- Client Interfacing
- Employee Feedback
- Technical Understanding
- Data Collection
- Strong Analytical Skills
- Proficient In Cam, Carma, Admin, Salesforce, Incontact
- Case Management Experience
- Verbal And Written Communication
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Senior Advocate
Carvana
05.2021 - Current
Manager
Metro by T-Mobile
01.2018 - 05.2021
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