MARCELA CAMPOS MENDES
San Jose,CA
Summary
Operations and customer experience professional with hands-on experience supporting high-volume, time-sensitive workflows in regulated service environments. Proven ability to execute operational processes with accuracy, manage competing priorities, and communicate clearly with customers and internal teams.
Overview
5
5
years of professional experience
2
2
Certifications
Work History
Member Experience Associate
AAA
San Jose, CA
11.2024 - Current
- Executed high-volume, time-sensitive operational workflows daily in a regulated environment, balancing speed, accuracy, and quality standards, while handling competing priorities.
- Applied consistent judgment and attention to detail when processing member requests, ensuring compliance with internal policies and service guidelines under tight turnaround times.
- Documented cases, outcomes, and follow-ups in CRM and internal systems to support operational tracking, quality assurance, and cross-team handoffs.
- Collaborated with supervisors and peers to resolve complex or escalated cases, contributing to smoother operations and an improved end-to-end customer experience.
- Demonstrated strong quality and performance outcomes, ranking as a 2025 top performer in sales-driven metrics, while maintaining service accuracy and professionalism.
Customer Service Representative
Fogo de Chao
San Jose
03.2021 - 12.2024
- Delivered high-quality customer service in an extremely fast-paced, high-volume environment, serving 500+ guests per day, while maintaining accuracy, professionalism, and service standards under pressure.
- Communicated clearly with guests and internal teams to resolve issues efficiently, supporting smooth daily operations during peak service periods.
- Multitasked across competing priorities while adapting quickly to real-time changes, demonstrating strong focus, judgment, and resilience in high-stress situations.
Education
Bachelor of Psychology -
UNIVERSITY OF ARIZONA
02.2025
Associate in Psychology -
WEST VALLEY COLLEGE
06-2020
Skills
- Operations Execution & Workflow Management
- High-Volume Case Handling & Prioritization
- Quality Assurance & Attention to Detail
- Process Adherence & Policy Compliance
- Cross-Team Communication & Collaboration
- Customer Experience & Issue Resolution
Languages
English – Fluent | Portuguese – Fluent | Spanish – Conversational
Certification
Digital Marketing Certificate - UCSC Silicon Valley Extension
Timeline
Member Experience Associate
AAA
11.2024 - Current
Customer Service Representative
Fogo de Chao
03.2021 - 12.2024
Bachelor of Psychology -
UNIVERSITY OF ARIZONA
Associate in Psychology -
WEST VALLEY COLLEGE