Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Paola Cervantes

El Paso,TX

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

12
12
years of professional experience

Work History

Assistant Service Operations Manager

VIPdesk Connect
Alexandria, VA
05.2021 - Current
  • Responsible for supporting the Director of Client Services, leading and mentoring mid-level & high-level leaders, providing guidance, support, and professional development opportunities to enhance their skills and capabilities.
  • Oversee daily operations, ensuring compliance, coordinating onboarding/training, analyzing performance, preparing executive summaries, and conducting QBRs with clients.
  • Managing program reporting, logistics, back-office functions, client communications, and training to maintain the smooth day-to-day operation of client services.
  • Proactively communicate with clients addressing concerns, providing updates, and gathering feedback, ensuring responsiveness.
  • Serve as a point of contact for clients, fostering relationships, addressing concerns, and gathering feedback.
  • Advocate for client programs, driving enhancements and process optimizations to improve efficiency and effectiveness.
  • Ensure timely resolution of issues and escalations, maintaining client satisfaction and retention.
  • Driving process enhancements to enhance customer satisfaction. The Assistant Service Delivery Manager embodies a strategic mindset, deeply understanding the "voice" of client programs, and consistently seeks avenues for process enhancements to elevate customer satisfaction.
  • Collaborate with cross-functional teams to align service delivery with client expectations and objectives. Conduct program reviews and analysis to identify trends and opportunities for enhancement, proactively addressing issues as they arise.
  • Monitored employees' performance, identified areas for improvement and implemented necessary changes.
  • Scheduled maintenance visits according to established timelines while minimizing disruption of services.
  • Trained service department staff to drive performance.

Customer Experience Specialist I

Zebra Technologies
Lincolnshire, IL
07.2015 - 10.2018
  • Coordinated with other departments to ensure timely resolution of customer inquiries.
  • Collaborated with cross-functional teams to improve overall customer experience.
  • Assessed customer needs and provided appropriate solutions.
  • Maintained records of all interactions with customers in a database system.
  • Created reports on customer experience trends and metrics using data analytics tools.
  • Performed root cause analysis of any issues reported by customers regarding the product and service they purchased.
  • Developed training materials related to customer service best practices.
  • Engaged with customers via phone, email, chat or social media platforms for responding to their inquiries.
  • Organized promotional activities aimed at increasing brand loyalty among existing customers.
  • Collaborated with other departments such as sales, marketing, product development and finance teams for understanding customer needs better.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.

Branch Manager

Texas Car Title And Payday Loan Services
Horizon City, TX
07.2012 - 06.2015
  • Implemented internal control procedures to minimize risk exposure and maximize profitability.
  • Managed staff scheduling, hiring and training processes.
  • Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
  • Maintained up-to-date knowledge of industry trends, competitive landscape and regulatory environment.
  • Developed strategies to increase customer satisfaction and loyalty.
  • Identified opportunities for process improvement initiatives within the branch.
  • Participated in community events to promote brand awareness.
  • Provided guidance and support to team members regarding problem resolution and customer service issues.
  • Performed regular audits of financial records in order to ensure accuracy.
  • Reviewed loan applications to ensure accuracy and compliance with regulations.
  • Ensured compliance with established policies, procedures and regulations governing banking operations.
  • Planned work schedules to maintain adequate staffing levels.
  • Coordinated preparation of external audit materials and external financial reporting.

Education

Associate of Applied Science - Business Management

El Paso Community College
El Paso, TX
05-2021

Skills

  • Escalation management
  • Key Performance Indicators
  • Scheduling Coordination
  • Service Level Agreements
  • Service Delivery Optimization
  • Multiple Priorities Management
  • Project Planning
  • Employee Training and Development
  • Policy and Procedure Enforcement
  • Office Administration
  • Time Management
  • Critical Thinking
  • FLUENT IN Spanish
  • Proficient in Office 360, Teams, Zoom, Slack
  • 5 years for Remote work

Languages

Spanish
Native/ Bilingual

Timeline

Assistant Service Operations Manager

VIPdesk Connect
05.2021 - Current

Customer Experience Specialist I

Zebra Technologies
07.2015 - 10.2018

Branch Manager

Texas Car Title And Payday Loan Services
07.2012 - 06.2015

Associate of Applied Science - Business Management

El Paso Community College

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Paola Cervantes