Salvador Serratos
Sacramento,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
Work History
Office Technician (Typing)
California Department of Corrections and Rehabilitation
09.2023 - Current
- Intake of institutional union member disability claims and maintaining disability tracker database
- Process incoming and outgoing certified mail and correspondence to union members as well as other California state departments
- Managed and coordinated new access badges as well as ID renewals for internal and external members for institutional access
- Provided support for all in-office administration activities including supply maintenance and sensitive documentation distribution.
Data Quality Analyst
Clear Capital
02.2022 - 03.2023
- Collaborated with business analysts and software development team to identify and convert business goals into data requirements.
- Determined root cause of data quality errors and recommended long-term solutions.
- Evaluated large datasets for quality and accuracy.
- Researched and determined scope and complexity of issues.
- Generated ad-hoc reports to evaluate specific business requirements.
- Collaborated with stakeholders to identify business needs and data sources.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Identified patterns and trends in large data sets and provided actionable insights.
Client Support Specialist
Clear Capital
05.2019 - 03.2023
- Improve vendor relations through outstanding customer service via email, phone and customer portal
- Facilitate the completion of appraisal reports from order entry to completion to ensure limited delays
- Work with account specialists to research and resolve high priority reports to ensure timelines are met
- Provide daily reports to identify daily workload management and corroborate that SLA are being met.
Workforce-Real Time Analyst
Voxpro
08.2017 - 05.2019
- Delivered intra-day and weekly agent performance reports to the management team to evaluate agent overall performance
- Provided real-time monitoring of live agent activities through workforce management systems to maximize efficiency and achieve service level goals/business objectives
- Produced comprehensive analysis of real-time center performance (noting recent historical trends) to the operations team to make necessary staffing adjustments in order to meet service level objectives
- Established new standard operating procedures for workflow processes through trial and error implementations
- Performed real-time monitoring of agent absenteeism through workforce management tools (Injixo, Workday, CoreHR) to update operations and human resources departments
- Catalogued and updated all agent absenteeism, vacation and protected leave through workforce management tools to ensure proper payroll procedures
- Managed figures for invoicing through researching, gathering and presenting data from client provided system reports (Google Data Studio, Ujet, Salesforce, Five9)
- Lead onboarding training for new agents in day-to-day job functions
- Coordinated with operations and training departments to facilitate scheduling for agent up training sessions.
E-Mail Technical Support/Google-Nest Project
Voxpro
02.2016 - 08.2017
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution all via email
- Keep records of every customer interaction, transaction and technical issue through the work system (Salesforce) to ensure quality and resolution
- Identified, documented and escalated customer/system issues to higher tier support in an effort to improve processes
- Lead onboarding training for new agents in day-to-day job functions
- Maintained and provided monthly team performance data to assist management in job performance incentives.
Sales Triage
Blue Shield of California
01.2015 - 02.2016
- Responded to inbound customer calls and quickly identified potential new sales
- Efficiently and accurately created sales profiles with new customer information through the work system (Avaya)
- Coordinated with staff to ensure sales application inquiries were addressed in a timely matter to increase sales performance
- Demonstrated the ability to multitask and learn different system procedures to properly document and transfer non-sales calls to the appropriate department.
Telesales Associate
Verizon Wireless
01.2009 - 01.2014
- Actively and aggressively pursued gross gain transactions to increase customer base and exceed sales goals/quotas
- Increased business key performance indicators by scrubbing accounts and up-selling products to surpass customer expectations
- Assisted customers with technical request inquiries and new device activations by relaying step-by-step instructions
- Evaluated customer accounts to identify billing issues and provide financially sound solutions while increasing sales growth.
Customer Service Representative
Maximus
01.2008 - 01.2009
- Responded to inbound customer calls and interpreted California State Medi-Cal status through the system database
- Demonstrated proficient customer service skills to interpret and identify customers' inquiries efficiently
- Catalogued all customer interactions through the work system to file documentation for inquiries in a timely manner.
Education
Associate Degree - Cyber Security and Information Assurance
American River College
North Highlands, CA05.2022
Skills
- Spreadsheet Creation
- Report Preparation
- Data entry proficiency
- Calendar Management
- Workforce Management
- Microsoft Excel
- Compiling Data
- KPI Monitoring
- Data reporting
References
- Karen Wedsted, Telesales Manager - Verizon Wireless, (916) 205 - 0009, Kwedsted@gmail.com
- Jen Barron, Team Manager - Clear Capital, (210) 834-5992, barron.jen13@gmail.com
- Sharon Elias, Manager - VoxPro, (916) 595 - 9657, sharon.m.elias@gmail.com
- Wesley Apel, Team Manager - VoxPro, (916) 588 - 6449, apel.wesley@gmail.com
Languages
Spanish
Native or Bilingual
Timeline
Office Technician (Typing)
California Department of Corrections and Rehabilitation
09.2023 - Current
Data Quality Analyst
Clear Capital
02.2022 - 03.2023
Client Support Specialist
Clear Capital
05.2019 - 03.2023
Workforce-Real Time Analyst
Voxpro
08.2017 - 05.2019
E-Mail Technical Support/Google-Nest Project
Voxpro
02.2016 - 08.2017
Sales Triage
Blue Shield of California
01.2015 - 02.2016
Telesales Associate
Verizon Wireless
01.2009 - 01.2014
Customer Service Representative
Maximus
01.2008 - 01.2009
Associate Degree - Cyber Security and Information Assurance
American River College