Valarie Gutierrez
Roseville,CA
Summary
Thorough Senior Analyst with over a 25 year background in Customer Service. Excellent planning, organizational and communication skills. Self-reliant to perform analysis and make recommendations. Talented in data modeling and client management.
Overview
14
14
years of professional experience
Work History
Senior Analyst - Quality Assurance
First Technology Federal Credit Union
01.2017 - 05.2022
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Improved company efficiency with monitoring development of key performance indicators and tracking metrics.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Analyzed data to identify root causes of problems and recommend corrective actions.
Customer Experience Supervisor
Verizon Wireless
06.2014 - 12.2016
- Created monthly detailed reports on team performance metrics, enabling management to make informed decisions regarding staffing needs and resource allocation.
- Implemented new training programs for staff, resulting in better performance and increased customer satisfaction.
- Improved customer satisfaction by efficiently addressing and resolving customer concerns and complaints.
- Analyzed customer feedback data to identify trends and areas in need of improvement, informing future strategies and initiatives.
- Supervised successful team of Quality Assurance representatives, fostering a supportive environment that encouraged growth and development.
- Leveraged advanced communication skills to effectively manage challenging customer situations, leading to increased trust and satisfaction.
- Served as key liaison between Quality Assurance and other departments, facilitating collaborative efforts that led to increased product consistency and customer satisfaction.
Quality Assurance Analyst
Verizon Wireless
02.2008 - 06.2014
- Mentored and coached sales team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Led training sessions for new QA analysts, increasing departmental efficiency and knowledge sharing.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Education
Associate of Arts - Graphic Design
American River College
Sacramento, CASkills
- Performance monitoring
- Advanced Excel
- Customer Service
- Problem-solving abilities
- Communication Skills
- Analyze trends
- Client management
- Team Leadership
Timeline
Senior Analyst - Quality Assurance
First Technology Federal Credit Union
01.2017 - 05.2022
Customer Experience Supervisor
Verizon Wireless
06.2014 - 12.2016
Quality Assurance Analyst
Verizon Wireless
02.2008 - 06.2014
Associate of Arts - Graphic Design
American River College
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