Veronica Garcia
Phoenix,AZ
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
Work History
Workforce Planning Analyst-CS-OPS Support
Verizon
Chandler, AZ
12.2015 - Current
- Monitored progress of projects, identified areas of improvement, and recommended solutions to improve efficiency.
- Monitored and maintained accurate records of employee attendance, absences, leaves, tardiness.
- Tracked employee vacation time usage and ensured compliance with company rules and regulations.
- Processed payroll data related to attendance such as overtime hours worked, shift differentials.
- Generated reports reflecting employee absences, latenesses, sick days used. for management review.
- Maintained up-to-date files on all employees' attendance records in accordance with relevant legal requirements.
- Reviewed timesheets submitted by staff members on a weekly basis to ensure accuracy of reported hours worked.
- Responded promptly to inquiries from supervisors concerning employee absences or other issues related to attendance tracking.
- Provided advice and assistance to managers regarding labor laws related to managing employee absences.
- Resolved conflicts between supervisors, managers regarding interpretation of policy, procedures surrounding attendance issues.
- Provided administrative support for managers regarding disciplinary action taken against employees due to excessive absenteeism or tardiness.
Senior Customer Service Analyst
Verizon
Chandler, AZ
10.2004 - 12.2015
- Conducted detailed analysis of business requirements and developed test plans to ensure quality assurance.
- Provided feedback on usability and suggest improvements to the product design teams.
- Assisted other members of the QA team in identifying areas for improvement in processes and procedures.
- Monitored call center environment performance metrics for anomalies that could indicate quality issues.
- Maintained up-to-date knowledge of industry standards related to Verizon system software testing best practices.
- Documented all phases of test execution including results analysis of what was identified as a problem and it's resolution.
- Participated in daily scrum meetings providing status updates on projects assigned.
- Ensured proper version control protocols were followed throughout development cycle.
- Prepared reports detailing overall project progress according to established timelines.
- Provided support for internal customers by troubleshooting reported issues quickly and accurately.
- Worked with team members to create efficient workflows, resulting in high productivity.
- Used quality monitoring system to compile and track individual and team performance.
- Communicated regularly with management to discuss quality trends.
- Trained and led staff on proper QA standards.
- Developed corrective and preventive action plans to resolve non-compliance issues.
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
- Developed process improvements to enhance overall data quality.
- Utilized client satisfaction surveys to improve service quality.
- Worked with Agile and Scrum methodologies to accomplish project milestones and meet demanding timelines.
Education
Associate of Applied Science - Criminal Justice
Remington College
Tempe, AZ10-2005
Skills
- Interpersonal Communication
- Troubleshooting
- Public Speaking
- Organization and Time Management
- Data Entry
- Networking
- Teamwork and Collaboration
- Fluent in Spanish
- Remote Office Availability
- Problem-Solving
- Active Listening
Languages
Spanish
Professional
Verizon Internal Training Certificates
- Agile Mindset, Values, and Priciples
- Scrum Framework Overview
- Kanban Overview
Timeline
Workforce Planning Analyst-CS-OPS Support
Verizon
12.2015 - Current
Senior Customer Service Analyst
Verizon
10.2004 - 12.2015
Associate of Applied Science - Criminal Justice
Remington College
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