JOVANA CORTEZ
Lynwood,CA
Summary
As an IT professional with a strong customer service background, I bring a mix of tech skills and people skills. I'm eager to apply this expertise and handle tech challenges head on.
Overview
6
6
years of professional experience
Work History
Quality Assurance Analyst
Guangyi Group USA
05.2017 - 10.2017
- Directed dispatching, routing, and tracking of multiple fleet vehicles.
- Enhanced communication between field units and office personnel by managing radio transmissions and phone communications.
- Streamlined dispatch procedures with the implementation of new technology and software systems.
- Completed daily logs for management review.
Call Center Representative
Walker Advertising
01.2016 - 04.2017
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Quality Assurance Analyst
CIPS Marketing Group Inc
04.2015 - 12.2015
- Monitored real-time GPS tracking of units in the field to optimize routing efficiency during emergency call outs.
- Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.
- Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
Front Desk Receptionist
CompuNet Inc
06.2011 - 03.2015
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Completed data entry and filing to keep records updated for easy retrieval.
- Observed equipment operation to diagnose and troubleshoot reported issues.
- Completed job reports and logs immediately following service calls.
Education
No Degree - Information Technology
Coursera
Remote06.2024
High School Diploma -
Lynwood High School
Lynwood, CA06.2011
Skills
- Remote System Analysis
- Attention to Detail
- Ticket support system management
- Customer service expert
- Problem-solving abilities
- Bilingual - Spanish
Additional Information
Following a seven-year hiatus as a stay-at-home parent, I'm now eager to return to the workforce. During this time, I dedicated myself to family responsibilities, but I've also utilized it to earn new certifications, ensuring that I'm equipped with the latest skills and knowledge. I'm now enthusiastic about bringing my refreshed expertise and commitment to excellence to a new professional role.
Timeline
Quality Assurance Analyst
Guangyi Group USA
05.2017 - 10.2017
Call Center Representative
Walker Advertising
01.2016 - 04.2017
Quality Assurance Analyst
CIPS Marketing Group Inc
04.2015 - 12.2015
Front Desk Receptionist
CompuNet Inc
06.2011 - 03.2015
No Degree - Information Technology
Coursera
High School Diploma -
Lynwood High School
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