Raquel Figueroa
Commerce,GA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Goal-driven analyst polished in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Several years of experience in industry.
Overview
9
9
years of professional experience
Work History
SR. ANALYST- NETWORK SERVICES
Windstream Communications
11.2023 - Current
- Provided primary support to internal agents on Kinetic Salesforce processes and procedures
- Manage and maintain user profile settings on Kinetic Salesforce
- Evaluated account and service histories in Kinetic Salesforce to identify issues and report for resolution
- Identified problems through root cause analysis and research
- Perform Kinetic Salesforce system testing, implementation, and user support for transitions and releases
- Developed and updated tracking spreadsheets for past due order progress and various queues for Kinetic Salesforce orders
- Evaluated staff performance and provided coaching to address inefficiencies
- Managed several work queues such as Triad Error Queue, OFS Error Queue, and OFS Contact Update Error queues
ANALYST II- CUSTOMER SERVICE
Windstream Communications
02.2021 - 11.2023
- Provided primary support to internal agents on Kinetic Salesforce processes and procedures
- Manage and maintain user profile settings on Kinetic Salesforce
- Evaluated account and service histories in Kinetic Salesforce to identify issues and report for resolution
- Identified problems through root cause analysis and research
- Perform Kinetic Salesforce system testing, implementation, and user support for transitions and releases
- Developed and updated tracking spreadsheets for past due order progress and various queues for Kinetic Salesforce orders
- Evaluated staff performance and provided coaching to address inefficiencies
- Assisted field technicians with cable plant operations and Triad support
- Maintain current and former customer Triad records
- Provide cable qualification support to various sales channels
EXECUTIVE ESCALATION SPECIALIST
Windstream Communications
09.2019 - 02.2021
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference
- Managed and resolved complains from various agencies including FCC, State Attorney Generals, BBB, and State Utility Commission offices
FACILITIES ASSIGNER
Windstream Communications
11.2018 - 09.2019
- Trained new personnel regarding company operations, policies and services
- Developed and updated databases to handle customer data
- Answered and provided assistant to field technicians in a fast-paced environment
- Assigned facilities for new and existing customer orders for telephone and internet services
- Knowledge in various systems including MSS and Miror
CUSTOMER SERVICE REPRESENTATIVE
Windstream Communications
07.2015 - 11.2018
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisors
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Education
High School Diploma -
Flowery Branch High School
Flowery Branch, GA05.2006
Skills
- Process Enhancement
- Root Cause Analysis
- Documentation and Reporting
- Workflow Analysis
- User Training
- Adaptability and Flexibility
- Team Collaboration
- Time management abilities
- Attention to Detail
- Troubleshooting
Timeline
SR. ANALYST- NETWORK SERVICES
Windstream Communications
11.2023 - Current
ANALYST II- CUSTOMER SERVICE
Windstream Communications
02.2021 - 11.2023
EXECUTIVE ESCALATION SPECIALIST
Windstream Communications
09.2019 - 02.2021
FACILITIES ASSIGNER
Windstream Communications
11.2018 - 09.2019
CUSTOMER SERVICE REPRESENTATIVE
Windstream Communications
07.2015 - 11.2018
High School Diploma -
Flowery Branch High School
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