Customer Service Management

Viridiana Jaquez Alvarado

**** **** **. ******, ** 80221

720-***-**** • ***************@*****.***

Analyst

Specialize in Information Technology and Services industry

Highly analytical and results-driven professional with progressive experience in collecting business data, analyzing information, and developing improvement and enhancement solutions based on findings. Exhibited excellent attention to detail and data manipulation skills evident in the preparation of precise documentation reports; translating business needs into solutions that meet client expectation and project timelines in a fast-paced environment. Committed team player with exceptional leadership, assessment, problem solving, interpretation, and communication skills; able to forge solid relationships and build consensus with cross-functional groups across the organization.

Core Competencies:

Database Management

Client Relationship Management

Team Building & Leadership

Risk, Process, & Scope Analysis Techniques

Statistical/Data Analysis and Forecasts

Problems Identification & Resolution

Project Management

Data Management

Report Generation

Professional Experience

CENTURYLINK (via Experis), Denver, CO 2017 – Present

DATA FORECAST ANALYST

Provide forecasts for 7 service areas, and solely accountable for work distribution across Iowa’s south region. Manage work streams and resources as customer needs change, in real time. Monitor weekly performance and report to upper management. Prepare relevant material to facilitate research and discussion amongst technicians.

Key Achievements:

Focal point for facilitating executive-level sound decision-making through delivery of accurate daily reports

Manage a team of 58 technicians to improve efficiency and accomplish all targets

Improve forecasting by applying error analysis techniques, achieving 90% to 95% accurate forecasts

Attain consensus for operational and administrative demands by facilitating a collaborative planning process with field management. Recommend adjustments for operational forecasts

Create and deliver detailed statistical forecast by gathering, analyzing and validating data, execute statistical modeling and data, and reviewing results of statistical forecast model and plan

ERP ADVISORS GROUP (Independent Contractor), Denver, CO 2016

PROJECT ADMINISTRATOR

Managed complex cases and provide resolution options to clients, utilizing decision-making skills. Resolved and handled discrepancies in ERP implementation in a timely manner.

Key Achievement:

Spearheaded data migrations of critical client information, achieving 100% satisfaction rate with customers.

Built client rapport, that would secure business opportunities with clients

Prepared, single handedly, project budgets and required documentation for clients

DENVER PUBLIC SCHOOLS, Denver, CO 2013 – 2015

OUTREACH ASSOCIATE

Provided administrative, technical, and phone support for DPS’s Parent-Student Portal. Interacted with community, provided training sessions, and responsible for customer relationship management.

Key Achievements:

Successfully build a social media presence for the Parent-Student Portal team

Increased Parent-Student Portal usage by approximately 30% amongst the Hispanic community via training session

Prepared communal events on a weekly basis, achieving high attendance rates

Accurately responded to complex, public inquiries

MCDONALD’S, Louisville, CO 2010 – 2013

SWING MANAGER & FLOOR SUPERVISOR

Established a teamwork environment to ensure customer service was efficient and effective. Responsible for daily startup of the store. Handled the monetary intake after each shift. Modeled excellent customer service and good work ethic. Provided feedback and coaching to team members to support professional growth.

Key Achievements:

Effectively carried out administrative tasks that include maintenance and operation of restaurant.

Contributed a great deal in mentoring other team members, and new employees for effective team work.

Education

Bachelor of Science in Computer Information Systems, College of Business (2015) – Cum Laude

Metropolitan State University of Denver

Volunteer Experience

Denver Rescue Mission (2017): 6100 Smith Rd, Denver, CO 80216

Intercambio De Comunidades (2016 - 2017): 4735 Walnut St #B, Boulder, CO 80301

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