Sarai Serrano
Chandler,AZ
Summary
Enthusiastic and eager to contribute to team success through hard work. Eager to secure entry-level job but motivated to learn, grow and excel. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Experience Analyst
Telus International
Santa Tecla, El Salvador
03.2016 - 02.2019
- Ensure quality satisfaction for Telus' client - Google (Demand Management).
- Reported data quality metrics to staff, management and the client, Google, to set, achieve and/or maintain company defined goals through weekly business reviews.
- Served as support resource to both team leaders and team members to provide feedback and recommend operational changes to meed emerging needs.
- Resolved Google´s requests via email, live chat and/ or remote video conference.
- Substitute to team leaders during their time off.
Google Demand Managment Agent
Telus International
Santa Tecla, El Salvador
12.2014 - 02.2016
- Recommended product based on customer needs.
- Complied with internal controls, workflows and policies for tracking and reporting on daily activities.
- Identified new business opportunities through cold calling and database leads handling average of 50 calls per day.
- Maintained customer satisfaction with proactive strategies focused on addressing possible needs and concerns through active listening.
Inbound Agent for AT&T Go Phone
Teleperformance
San Salvador, El Salvador
01.2014 - 07.2014
- Explained product prices and packages, provided technical support, and answered any questions or concerns.
- Upsold customers using friendly, persuasive strategies.
- Handled escalated customers with patience, empathy and friendliness.
- Focused on average handle time to avoid on-hold wait times.
- Answered daily high demand of calls, between 60-70 calls per day
Facilitator
Colegio Samuel F. B. Morse
Santa Ana, El Salvador
01.2013 - 12.2013
- Supported both English program “Superando Barreras”, and "Educación en Valores" program, as well as music program.
- Used diverse teaching materials and motivational approaches to reduce learning gaps and develop students.
Student Ministry Coordinator
Cerritos Kidz
Azusa, CALIFORNIA
08.2011 - 03.2012
- Part of Ministry and Service office at Azusa Pacific University
- Identified, recruited, and coordinated volunteer workers.
- Created action plans to support needs of children with special learning requirements.
Education
No Degree - Nursing
Maricopa Community Colleges - Mesa Community College
Mesa, AZNo Degree - Applied Health
Azusa Pacific University
Azusa, CAHigh School Diploma -
Williams Field High School
Higley, AZ05.2010
Skills
- Excellent Communication
- Analytical and Critical Thinking
- Flexible and Adaptable
- Teamwork and Collaboration
- Multitasking Abilities
- G-Suite
- MS Office
Certification
Lean Six Sigma - Yellow Belt
Languages
Spanish
Native or Bilingual
Timeline
Customer Experience Analyst
Telus International
03.2016 - 02.2019
Google Demand Managment Agent
Telus International
12.2014 - 02.2016
Inbound Agent for AT&T Go Phone
Teleperformance
01.2014 - 07.2014
Facilitator
Colegio Samuel F. B. Morse
01.2013 - 12.2013
Student Ministry Coordinator
Cerritos Kidz
08.2011 - 03.2012
No Degree - Nursing
Maricopa Community Colleges - Mesa Community College
No Degree - Applied Health
Azusa Pacific University
High School Diploma -
Williams Field High School