Summary
Overview
Work History
Education
Skills
Current Job
Timeline
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Yoana Mendez

Crosby,TX

Summary

Searching a career that I can gain knowledge and grow within the company, by delivering exceptional customer service. Experienced in Residential and Commercial accounts; proven track record of combining critical thinking and strong industry knowledge to support all campaigns.

Motivated and results-driven Operations Analyst with proven track record in data analytics and process optimization. Identify business needs and develop valuable solutions to drive accuracy and process efficiency. Drive business effectiveness through recommendations based on data findings.

Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

6
6
years of professional experience

Work History

Operation Analyst

Shell Energy
Houston, Texas
01.2023 - 02.2024
  • Analyzed and documented operational processes to identify areas of improvement.
  • Developed, implemented, and monitored process control metrics to ensure compliance with operational standards.
  • Provided technical support for operational systems such as databases, networks, software applications.
  • Developed detailed reports on market conditions and made recommendations for product development.
  • Prepared comprehensive presentations to summarize findings from research projects.
  • Gathered primary and secondary sources of information including surveys, interviews, focus groups, literature reviews.
  • Collaborated with cross-functional teams to ensure accuracy of research results.
  • Developed and maintained test plans, cases, scripts, and data for manual and automated testing.
  • Ensured compliance of products with industry standards by executing tests in accordance with established quality assurance procedures.
  • Provided feedback to development teams regarding product performance against expected results.
  • Identified potential risks associated with product design specifications and suggested solutions for improvement.
  • Utilized defect tracking tools such as JIRA to track issues reported during the QA process.
  • Assisted in developing processes that ensure a high level of accuracy in all aspects of the QA process.
  • Monitored progress throughout the entire development life cycle from initial designs through implementation stages.
  • Provided technical guidance on best practices for writing effective test cases and scripts for automation purposes.
  • Managed multiple tasks simultaneously while meeting tight deadlines within a fast paced environment.
  • Maintained quality assurance procedure documentation.
  • Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
  • Monitored completed work and provided feedback to improve team member performance.
  • Worked with off-site teams to complete timely tests and facilitate smooth product releases.

Customer Service Representative

Shell Energy
Houston, Texas
08.2022 - 04.2023
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.

Call Center Representative

Champion Energy
Houston, Texas
02.2020 - 06.2020
  • Inbound and outbound calls with new and existing customers; handled payments and payment plans
  • Performed issue resolution for customers with major events, including move-ins, move-outs, lights out, enrollments, and complex billing issues
  • Handled calls to assist members with locating the best plan using the website
  • Built and maintained positive relationships with customers
  • Assisted customers with complaints and account issues
  • Issued orders to establish reconnections on electric services, as well as explained billing inquires and issues.

Call Center Representative

Spark Energy
Houston, Texas
10.2017 - 02.2020
  • Handled in and outbound calls from customers calling for new service or issues with current services in a professional manner
  • Worked in sales commission and lead assist to manager
  • Systems with spark = Insta known as AUROA handling customers from TX, CA, ILL, Ems for handling customers in NY, PA, MA,OH,CT,ILL
  • Supervised floor with new hires answered questions helped them understand the system they trained on
  • Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
  • Provided customer service averaging 140 calls per day by answering customer inquiries and solving problems
  • Provided new product information; created accounts for new customers
  • Assisted customers with billing and product complaints.

Education

High School Diploma -

Stephen F. Austin
01.2012

Skills

  • Customer Service Skills
  • Bilingual (English/Spanish)
  • MS Office
  • SAP
  • CRM
  • Goal-Oriented
  • ERCOT/PJM energy markets
  • Enrollments (Commercial and Residential)
  • Business Intelligence
  • Experience in leadership
  • Program Evaluation
  • Quantitative skills
  • Process Planning
  • System Development
  • Cross-Functional Communication
  • Operational Efficiency
  • Workflow Optimization

Current Job

SHELL ENERGY, RESIDENTIAL CUSTOMER EXPERIENCE, RETAIL OPERATIONS

Timeline

Operation Analyst

Shell Energy
01.2023 - 02.2024

Customer Service Representative

Shell Energy
08.2022 - 04.2023

Call Center Representative

Champion Energy
02.2020 - 06.2020

Call Center Representative

Spark Energy
10.2017 - 02.2020

High School Diploma -

Stephen F. Austin

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Yoana Mendez