Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Olga Cervantes

Albuquerque,NM

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. In-depth Quality Assurance Specialist with success in prioritization and multitasking. Exceptional communication and organizational skills. Committed to serving others.

Overview

25
25
years of professional experience

Work History

Quality Specialist

T-Mobile
10.2021 - 09.2022
  • Stretch assignment
  • Evaluated calls from different departments based on established guidelines
  • Provided actionable feedback to improve customer experience
  • Provided accurate data from call observation studies to provide insights into the customer experience
  • Documented each call observation
  • Analyzed departmental reports
  • Participate in additional call listening projects.

Associate Analyst, Speech

01.2020 - 10.2021
  • Responsible for supporting the organization’s continuous improvement initiatives utilizing data sources to deliver actionable recommendations
  • Maintain speech analytics query library and validating intended output through call listening and transcript review
  • Created spanish counterparts of the english queries
  • Documented and communicated speech, query issues and errors to analysts for resolution
  • Observed calls and performed research to gather data for projects
  • Identified and suggested content and process improvement.

Human Resources Intern

T-Mobile
01.2019 - 12.2019
  • Responded to employee questions regarding benefits, pay, personal changes, employee programs
  • Subject matter expert in company benefits and employee programs
  • Led employee engagement programs for 700 employees which increased employee participation
  • Managed company wide programs which increased employee commitment to succeed – career fair, health challenge, benefits fair
  • Gave presentations on the benefits of the month
  • Implemented site newsletter and created weekly communications to the call center
  • Participated in T-Mobile’s Diversity and inclusion programs within the Albuquerque community
  • Updated company job descriptions, HR forms, submitted LOA and separation paperwork
  • Gave new-hire onboarding presentations on T-Mobile benefits
  • Maintained confidentiality.

01.2013 - 01.2019

PRO Specialist

T-Mobile
05.2010 - 01.2013
  • Completed call listening projects to provide insights regarding incoming call trends
  • Used excel to gather data for projects
  • Ensured data was accurate when entering information in Excel or word forms
  • Identified call trends and communicated them to supervisors and analysts.

Quality Auditor

T-Mobile
08.2004 - 05.2010
  • Audited calls scored by quality specialists to ensure they were scored accurately according to established quality guidelines
  • Attended calibration calls with specialist and quality supervisors
  • Provided trends in scoring
  • Worked with the quality specialists and quality supervisors to work as a team to improve team performance.

Quality Supervisor

T-Mobile
06.2002 - 08.2004
  • Managed team of sixteen quality specialists
  • Completed audits for each specialist and provided feedback on all audits
  • Performed periodic reviews of specialists performance to ensure they maintained their metrics
  • Had calibration sessions to ensure we all evaluated calls according to company standards
  • Met with the floor supervisor when they disputed calls observed by my specialists and supported the score given or updated the score depending on my own observations
  • Had weekly team meetings to update the team on company updates
  • Ensured specialists completed necessary training to keep up to date with customer service changes
  • Addressed performance issues as they occurred
  • Conducted interviews for specialist roles.

Customer Care Supervisor

T-Mobile
07.2001 - 06.2002
  • Managed team of fifteen customer service representatives
  • Provided guidance for resolution
  • Took escalated calls from customers and resolved the issue by educating the customer or making account corrections
  • Ensured representatives met their metrics
  • Had feedback sessions to talk about how to improve performance
  • Completed observations for each representative and provided feedback on the call
  • Held team monthly contests to keep morale high
  • Conducted interviews to fill representatives and supervisor vacancies.

Quality Specialist

T-Mobile
06.1999 - 07.2001
  • Monitored customer interactions and evaluated specialist performance based on established customer guidelines
  • Provided actionable data and insights of the customer experience
  • Suggested improvements for representative and company processes
  • Address billing disputes by researching customer accounts, making account corrections such as adding features and crediting accounts.

Bilingual Customer Service Specialist

VoiceStream
12.1997 - 06.1999
  • Provided customer service through effective and timely resolution of various customer inquiries and concerns
  • Built customer loyalty and value through effective account management, identifying and providing offers for appropriate additional products, features, and services, and collecting past due balances
  • Used resource documentation for reference and the automated and training tools provided to deliver exceptional customer service
  • Met department productivity and quality standards
  • Appropriately disburses adjustments and account credits in accordance with T-Mobile policy
  • Treated each customer with respect, courtesy, and a genuine desire to help
  • Completed training requirements to learn new skills and processes.

Education

Masters in Business administration - Human Resources

Ashford University

Bachelor of University - psychology

University of New Mexico

Skills

Skills & Achievements Summaryundefined

Work Availability

monday
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Quote

Judge a man by his questions rather than his answers.
Voltaire

Timeline

Quality Specialist

T-Mobile
10.2021 - 09.2022

Associate Analyst, Speech

01.2020 - 10.2021

Human Resources Intern

T-Mobile
01.2019 - 12.2019

01.2013 - 01.2019

PRO Specialist

T-Mobile
05.2010 - 01.2013

Quality Auditor

T-Mobile
08.2004 - 05.2010

Quality Supervisor

T-Mobile
06.2002 - 08.2004

Customer Care Supervisor

T-Mobile
07.2001 - 06.2002

Quality Specialist

T-Mobile
06.1999 - 07.2001

Bilingual Customer Service Specialist

VoiceStream
12.1997 - 06.1999

Masters in Business administration - Human Resources

Ashford University

Bachelor of University - psychology

University of New Mexico
Olga Cervantes