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 SummaryExcel in providing timely and appropriate customer service to clients where I identify and respond to the customer's needs I assess their needs meeting quality standards and provide a caring experience where I treat the customer's needs as importantAbility to communicate effectively (orally and in writing) with individuals and groupsProject ManagementAttentive to detail and provide accurate dataHigh level time management and problem-solving skillsExhibit high-level confidentialityComplex problem solver and objective thinker I often had to look at customer's accounts, review reports and listen to calls to identify problems and suggest solutionsExcellent communication skills and a high degree of professionalism with all types of peopleVery knowledgeable of my previous employer's policies and procedures and followed them throughout my twenty-five year history with themAbility to demonstrate genuine empathy when addressing concernsAbility to provide guidance to peers and othersService orientedActive call listeningDeductive reasoningPossess social perceptiveEager to serve my community, clients and employerProficient inWord, Excel, PowerPoint and Sharepoint
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
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