Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Veronica Ayala

Las Vegas, Nevada, United States

Summary

Motivated professional with extensive experience in driving team performance and achieving customer service targets. Proven track record of aligning business objectives with operational efficiency. Strong leadership skills complemented by effective planning and organizational capabilities. Committed to enhancing productivity through collaboration and process optimization.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Quality Assurance Specialist

Goodwill of Southern Nevada
10.2024 - Current
  • Assisted in developing training materials related to quality assurance topics.
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
  • Identified areas of improvement within the existing Quality Management System.
  • Collaborated with management to discuss effective plans for resolving major quality problems.
  • Maintained accurate records of quality reports, statistical reviews, and relevant documentation.
  • Investigated or reported questionable test results.
  • Facilitated training sessions for staff on quality assurance procedures and policies.
  • Determined training needs of staff and organized training interventions to achieve quality standards.

Career Coach

Goodwill of Southern Nevada
06.2023 - 10.2024
  • Coordinated with vocational training programs to enhance clients' employability skills.
  • Conducted assessments of client aptitudes, skills, values, interests and personality traits to assist in the career exploration process.
  • Advocated on behalf of clients to employers, ensuring fair treatment and workplace accommodations.
  • Developed individualized action plans with clients to set goals for achieving desired career objectives.
  • Negotiated contracts with clients for desired training outcomes, fees or expenses.
  • Provided post-employment services such as follow-up meetings or referrals for further training if needed.
  • Worked effectively in team environments to make the workplace more productive.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Production Manager

Goodwill of Southern Nevada
10.2019 - 06.2023
  • Monitored the daily operations of the production team, providing guidance and support as needed.
  • Provided input for performance reviews and identified areas for additional improvement.
  • Eliminated process discrepancies, implementing continuous improvements for scheduling procedures.
  • Authored and updated production reports and personnel records to facilitate operational decisions.
  • Identified opportunities for improvement in workflow design and implementation.
  • Drafted and updated production documentation tracking status and delivery timelines.
  • Conducted regular meetings with staff to discuss progress and address any issues or concerns.
  • Supported audit reviews and initiated corrective actions.

Customer Service Manager

Goodwill of Southern Nevada
06.2018 - 10.2019
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Recruited and trained new employees to meet job requirements.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Delivered continuous training to associates to maximize performance and customer relations skills.

Education

High School Diploma -

Norwalk Highschool
Norwalk, CA
06-2006

Skills

  • Quality management
  • Problem solving
  • Training development
  • Record keeping
  • Attention to detail
  • Effective communication
  • Collaboration skills
  • Team leadership
  • Customer service
  • Data analysis
  • Staff training
  • Production optimization

Accomplishments

    Dino Sprengert Rockstar Fellowship class of 2024

Certification

Completion of 4 Coursera courses leading to the obtainment of my Goodwill Career Coach and Navigator certificate

Timeline

Quality Assurance Specialist

Goodwill of Southern Nevada
10.2024 - Current

Career Coach

Goodwill of Southern Nevada
06.2023 - 10.2024

Production Manager

Goodwill of Southern Nevada
10.2019 - 06.2023

Customer Service Manager

Goodwill of Southern Nevada
06.2018 - 10.2019

High School Diploma -

Norwalk Highschool

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Veronica Ayala