Brenda Ceja Los Banos, CA

669-***-****

cejabrendajazmin@

gmail.com

EXPERIENCE

VACO LLC,WFH —Quality Assurance Specialist

APRIL 2021 - PRESENT

● Ensure quality standards are met through error trend analysis for various teams

● Track and report team metrics to stakeholders and create course of action for team development

● Subject matter expert for policy who creates SOPS for new product launches

● Check in with team to understand user trends to escalate to product

● Collaborate with leadership team on a weekly basis to develop action plans for moderators

● Decreased agent error and improved quality metrics by 20% BcForward Razor LLC,WFH —Call Center Support

MARCH 2021 - AUGUST 2021

● Provided a high level of customer service through professionalism and excellent verbal communication

● Adapted to new systems to assist with client needs and created necessary tickets

● Exceeded quota expectations of 30 calls/day while actively listening to clients concerns/needs and resolved issues clients had

● Analyze eligibility information and escalated cases to appropriate departments when necessary

BCForward LLC,Mountain View CA —Content Analyst

FEBRUARY 2019 - FEBRUARY 2021

● Reviewed clients platform to ensure policies were not violated

● Labeled content while maintaining high quality, speed, and accuracy

● Analyzed content, then escalated as appropriate

● Managed various queues and collaborated to help resolve issues

● Adapted to new processes and concepts, while maintaining a high level of support experience for my partners

Starbucks,San Jose CA —Supervisor / Trainer

AUGUST 2013 - JULY 2019

● Managed team to facilitate customer interactions

● Kept partners informed on events and promotions

● Forecasted food sales and updated order quantity

● Established daily quality checks and routines to ensure an excellent QASA score

● Fostered relationships with the community by creating neighborhood donation system Great America,Santa Clara CA —Resale Clerk

MAY 2010 - SEPTEMBER 2017

● Filed and managed paperwork for various departments

● Interviewed and hired quality employees in a timely manner

● Explained rules and regulations to new employees and served as point of contact for any questions/concerns

● Developed a scheduling system for various departments ABOUT

Highly motivated

individual with 5+

years of experience in

recruiting,

interviewing,

training, and public

speaking. Strong time

management. Excels

at teamwork,

bilingual, client

focused with a

solution oriented

mindset who thrives

in a fast-paced

environment.

SKILLS

Microsoft Office

Project Management

Technical Writing

Customer Support

LANGUAGES

English, Spanish

Contact this candidate