Valeria Ulloa
El Paso,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering top-notch service and support.
Overview
9
9
years of professional experience
Work History
Technical Support Engineer
Spectrum
El Paso, TX
01.2022 - Current
- Provided remote technical support to customers via chat, troubleshooting hardware and software issues.
- Troubleshoot network connectivity problems, such as router configurations, IP addressing, and DHCP server setup.
- Created user accounts, configured settings, and installed applications on multiple operating systems.
- Collaborated with IT team members to develop innovative solutions to resolve customer issues promptly.
- Analyzed application logs for errors or anomalies, providing insights into potential areas of improvement.
FedEx Research Investigator
DATAMARK
El Paso, Texas
09.2020 - 07.2021
- Managed and resolved over 300 incoming cases of late and/or lost packages on a daily basis.
- Developed innovative approaches for collecting data that improved the accuracy and reliability of results for package misroutes.
- Maintained open communication between FedEx terminals all over the U.S.
- Completed paperwork, recognizing discrepancies and promptly addressing them for resolution.
- Collected key data using various research methods to broaden results and secure package delivery.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Developed innovative approaches for collecting data that improved the accuracy and reliability of results.
Quality Analyst
Oveana Global Business Services
El Paso, TX
05.2019 - 08.2020
- Educated agents, supervisors, and managers on the QA process and goals. Constantly updated all relevant systems with accurate information.
- Identified quality trends to investigate system flaws, process inefficiencies, and training needs.
- Assisted in weekly and monthly meetings/calibrations with our client and provided updates to the production floor.
- Exceeded team goals and collaborated with staff to implement customer service initiatives.
- Worked under strict deadlines, and responded to service requests and emergency call-outs.
- Responded to customer requests for products, services, and information with resourcefulness, skill, and advanced use of internal knowledge bases.
- Achieved 100% in successful Quality scores for the consecutive months.
Customer Service Representative
Oveana Global Business Services
El Paso, TX
02.2019 - 05.2019
- Responded to customer requests for products, services and information with resourcefulness, skill and advanced use of internal knowledge bases.
- Investigated and resolved customer inquiries and complaints quickly.
- Achieved 100% in successful Quality scores for the month of March.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Spanish Interpreter
LanguageLine Solutions
El Paso, TX
10.2017 - 05.2018
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
- Maintained message content, tone and emotion as closely as possible.
- Facilitated communication between law enforcement personnel and individuals involved in crimes such as witnesses, persons of interest and suspects.
- Attended training programs to improve professional knowledge and interpretation skills.
- Consulted specialized dictionaries, thesauruses and reference books to identify closest equivalents for nuanced terminology, words and phrases.
Front Desk Receptionist
Super 8 By Wyndham El Paso Airport
El Paso, TX
07.2015 - 09.2017
- Greeted guests at the front desk and engaged in pleasant conversations while managing the check-in process, including making outside venue reservations, and setting up tours.
- Kept accounts in balance and ran daily reports to verify totals. Collected deposits, fees, and payments, processed all financial data, and gave receipts and changes to customers.
- Performed data entry and administrative duties, such as filing, scanning documents, and updating databases.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Directed incoming calls to internal personnel and departments, routing them to the best-qualified entity to respond to callers' needs.
Education
Associate of Science - Kinesiology
El Paso Community College
El Paso, TX01-2025
High School Diploma -
Thomas Jefferson High School
El Paso, TX2014
Skills
- Customer and Personal Service
- Proficient in Microsoft Word, Excel, PowerPoint
- Bilingual in English and Spanish
- Network Engineering
- Data Analyst
- Project Management
- Technical Troubleshooting and diagnosis
- Customer Relationship Management
- Technical expertise
- Analytical skills
- Training development aptitude
- Detail-oriented
- Organizational strengths
Timeline
Technical Support Engineer
Spectrum
01.2022 - Current
FedEx Research Investigator
DATAMARK
09.2020 - 07.2021
Quality Analyst
Oveana Global Business Services
05.2019 - 08.2020
Customer Service Representative
Oveana Global Business Services
02.2019 - 05.2019
Spanish Interpreter
LanguageLine Solutions
10.2017 - 05.2018
Front Desk Receptionist
Super 8 By Wyndham El Paso Airport
07.2015 - 09.2017
Associate of Science - Kinesiology
El Paso Community College
High School Diploma -
Thomas Jefferson High School
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