Ivanna Rodriguez
Peoria,AZ
Summary
Dedicated analyst with a proven track record in evaluating service quality and enhancing customer experiences. Highly collaborative and adaptable, thriving in dynamic environments while effectively communicating insights to drive improvements. Expertise in leveraging interpersonal skills, time management, and problem-solving abilities to overcome challenges and deliver results. Seeking a full-time role that offers professional growth opportunities and utilizes these strengths to contribute meaningfully to organizational success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Secret Shopper
ASM Global
Glendale, AZ
09.2025 - Current
- Evaluated customer service interactions to ensure compliance with company standards.
- Provided detailed reports on shopping experiences and vendor performance.
- Assessed product quality and availability across various locations.
- Offered constructive feedback to management for process improvements.
- Identified areas of improvement for businesses by analyzing employee interactions, product placement, and overall atmosphere.
- Collaborated with management to refine shopper guidelines and objectives.
- Trained new team members on effective evaluation techniques and reporting methods.
Compliance Analyst
Southern California Edison
Rosemead, CA
04.2023 - 09.2025
- Engaged in Operational Compliance management, ensuring SCE’s active participation in industry reliability forums.
- Conducted thorough reviews of energy regulations and laws, documenting compliance requirements to uphold SCE’s regulatory standards.
- Managed and optimized enterprise compliance systems, overseeing data integrity and reporting processes.
- Collaborated with subject matter experts, management, and senior management to fortify SCE’s compliance posture with state and federal energy regulators.
- Streamlined reporting processes for compliance documentation, enhancing efficiency and accuracy in submissions.
- Played a pivotal role in the review and analysis of regulations from NERC, CPUC, FERC, CEC, OEIS, and CFTC, ensuring compliance and addressing SCE’s operational impacts.
- Effectively managed SCE’s Government Reporting Standard and supported the NERC-related Management Controls Program (CIP-003).
- Analyzed regulatory compliance risks and developed mitigation strategies to enhance operational integrity.
Senior General Specialist
Southern California Edison
Thousand Oaks, CA
01.2020 - 04.2023
- Performed analytical duties including work order package breakdown into necessary post-planning packages, gather information for all Planners' field visits and designs of project.
- Experience with CAD program drawing and designing.
- Strong ethics, influence and leadership, initiative, and interpersonal skills as well as the ability to effectively multi-task and enthusiastically engage in continuous learning.
- Processed incoming information and update department databases such as SAP, SAP ISU, Click Schedule, DM and Sharepoint as required while generating reports and preparing documents and materials using MS Word, Excel, and PowerPoint.
- Coordinated with customers via phone and email for general service planning needs as well as dispersing and receiving contracts and invoices to review for accuracy and completeness.
- Generated and processed research reports, meter order backlog, inactive lists, pending cancellations, and various other reports (Ex : PPR, HFRA, NOT, OpTool).
- Managed multiple project and manager calendars, including scheduling and coordinating meetings, and conference calls for project and management staff.
- Ordered supplies and equipment, submitted and tracked repair and maintenance orders.
- Submitted necessary city permits, GO95 exemptions and PWRD forms for completion of projects.
Assistant Manager / Game Master
Nodus 805 Escape Rooms
Thousand Oaks, Ca
07.2017 - 12.2019
- Co-created new business employee handbook and company policies
- Assisting Manager / Owner with scheduling and training employees as well as being the primary form of contact for any issues or business coordination for events while owner is out of town bi-monthly
- Educates participants about the escape room, online reservations, and tailors' solutions to their needs
- Guides guests verbally and mechanically through the escape room experience using specific language and forward thinking
- Provides on the spot analytical and troubleshooting support on software issues that may occur through the timeframe of the event
- Works alongside business corporations promoting/presenting brain development activities for the use of team building
- Uses Microsoft Excel to organize and track waivers/contact info for all participants
- Performed daily recovery to ensure a neat, clean, safe and well-organized environment.
Admin / Event Coordinator Assistant
Sherwood Country Club
Thousand Oaks, Ca
01.2017 - 11.2019
- Communicates with customers regarding orders, comments, and complaints
- Exhibits thorough knowledge of supervisory duties, service techniques, food, beverage and guest interactions
- Communicates well and uses strong interpersonal skills to establish positive relationships with members and co-workers
- Takes and rings in phone orders, handles payment and customer needs using chart and spreadsheet data software to track all records accordingly
- Informs patrons of establishment specialties, features, and event itineraries through verbal communication and PowerPoint presentations
- Handles member requests, maintaining a positive experience for event guests and restaurant patrons
- Performs serving, cleaning, and stocking duties in establishments
- Recognized by management as employee of the month nominee for providing superior customer service.
Education
Bachelor of Arts - Sociology
California State University Channel Islands
Camarillo, CAHigh School Diploma -
Redwood High School
Visalia, CASkills
- Accumulation of 14 years of analytical experience as Sr Admin, Office Manager, Lead Coordinator for various on-site projects, and Administrator for large corporate events
- 12 years experience and proficiency in Microsoft Office 365 with a focus on Microsoft Excel, Word and PowerPoint Accomplished in Outlook, Access, SharePoint and Google Office Apps obtained through a combined 10 years as Project Coordinator, Event Administrator and Game Master
- Analyzing, documenting, gathering and drawing conclusions on intricate data as well as making informed decisions for more efficient production for over 9 years
- Attended advanced Statistics courses utilizing Microsoft Excel to perform high level functions such as pivot tables, filtering/sorting, charts and graphing
- Previous training experience in analytical programs such as SAS, SAP, SAP ISU, CLICK SCH and DM
- Customer Service experience for 14 years, understanding the importance of being customer-focused to appropriately communicate with project managers, peers, internal and external client business needs in both an oral and written manner; Acquired from previous administrative positions, Retail and Project Coordinating positions
- Knowledgeable in creating presentations using PowerPoint and Excel software to deliver data and analysis, obtained through years of Schooling, Coordinator and Office Manager Positions
- Consistent in staying current with relevant technology and innovations, as well as having effective resources with project planning, decision making, and team building gained from previous Administrative and student roles
- Skillful to integrate work across relevant areas and manage multiple assignments, projects and tasks by organizing and prioritizing in a timely manner to meet all scheduling expectations with minimal supervision
- Strong written and verbal communication skills including experience developing and presenting technical information
- Bilingual in English and Spanish
Certification
- CPR / AED / First Aid Certified
Timeline
Secret Shopper
ASM Global
09.2025 - Current
Compliance Analyst
Southern California Edison
04.2023 - 09.2025
Senior General Specialist
Southern California Edison
01.2020 - 04.2023
Assistant Manager / Game Master
Nodus 805 Escape Rooms
07.2017 - 12.2019
Admin / Event Coordinator Assistant
Sherwood Country Club
01.2017 - 11.2019
High School Diploma -
Redwood High School
Bachelor of Arts - Sociology
California State University Channel Islands