Project Manager Quality Assurance

ANGELICA LEAL

*** *** ***** *****

Grand Prairie, TX 75050

214-***-**** ***************@*****.***

OBJECTIVE To obtain a responsible position in a company where my experience, accomplishments and proficiency will allow me the opportunity for growth. I am a resourceful, insightful leader and team player with excellent problem-solving, strategic thinking and interpersonal skills. Highly self-motivated & disciplined with a reputation for success, loyalty and dependability.

EMPLOYMENT HISTORY

May 2023--Jan. 2025 REACHLOCAL--Remote-DFW, Texas

Website Project Manager: Responsible for direct client communication and the lead voice on meeting agendas, conference calls, emails, and written status reports. Served as the main point-of-contact with clients on all components of the

website.

Feb. 2004 – Nov. 2022 THRYV—Corporate Office-DFW, Texas/Remote--DFW, Texas

Call Quality Assurance Partner: Listen to calls across the client journey and track them in Sharepoint to easily identify opportunities. Assess and monitor calls for quality and training purposes. Provide effective feedback to mangers to identify gaps and listen for trends and areas of opportunities within the demo process.

THRYV—OPERATIONS—Corporate Office-DFW, Texas

Specialist I Editorial & Search: Responsible for the enhancement and support of various digital products. Objectives include providing high level of quality service to clients, successfully completing all content related reports ensuring correct set-up and adherence to policies. Review and edit digital content per guidelines and correct as needed. Clear understanding of SEO practices and keyword optimazation tools and implements them into online writing.

DEX MEDIA—DIGITAL OUTREACH—Corporate Office-DFW, Texas

Optimization Specialist: Review of newly sold bundles to ensure optimal performance and accuracy. Verified and updated all information on search engine platforms. Called & spoke with business owners regarding account performance and provide constructive feedback.

DEX MEDIA—DIGITAL OUTREACH—Corporate Office-DFW, Texas

Retention Specialist: Proactively contact clients to prevent interruption of service.

Resolve any outstanding issues and/or take payment on a past due balance and

helped with identifying solutions to make the team more productive.

SUPERMEDIA—INTERNET OPERATIONS—Corporate Office-DFW, Texas

Internet Operations Trainer: Training preparation, analyze training needs by attending ECM/Client meetings, researching project and feature details that will impact Internet Operations audiences. Develop training programs and documentation to ensure organizational readiness to support the goals of the IO team to improve Client satisfaction. Develop and implement documentation, training materials & curriculum for IO audience to support organization initiatives.

VERIZON INFORMATION SVCS/IDEARC MEDIA-CUSTOMER CARE—Irving, Texas

Advantage Representative: Responsible for handling top 3 percent of advertisers based on territory assignment. Assist external and internal customers’ complaints and inquiries about directory advertising. Act as a primary contact for major account executives and help maintain fiscal budget for controlling excessive monetary claims and retain revenue.

VERIZON INFORMATION SERVICES --SUPERPAGES.COM—Coppell, Texas

Internet Consultant: Responsible for assisting external and internal customers with excellent customer services skills. Master VISION Peoplesoft, VAST to process orders. Act as primary contact for sales representatives.

Jan. 2001 – Sept. 2001 EASY SYSTEMS, INC. - Irving, Texas

Inside Sales Representative: Developed new sales opportunities for banking automation software in 10 states. Successfully built customer relationships by using consultative selling techniques with various decision-makers in banks. Bank asset sizes ranged from $50M to $250 M+.

1996 - 2001 TRANS UNION CORPORATION - Irving, Texas

Marketing Assistant/Sales Support: Provide sales and administrative support to sales staff of 14 marketing representatives and two sales managers. Daily responsibilities include resolving customer complaints and problems with respect to customer accessing, furnishing product information to current and prospective members, and conducting telephone campaigns to correct or complete application information.

EDUCATION Bachelor of Arts, English University of Texas at Austin

SPECIAL SKILLS Computer experience includes Microsoft Excel, Microsoft Word, PowerPoint, Excel File Maker Pro, Access, and JD Edwards. Typing at 75 wpm, film projection, film splicing, video editing, proofreading. Can operate the following: IBM & Macintosh personal computers, CRT, 10-key by touch, microfilm equipment and PBX switchboard unit. Working knowledge of Spanish.

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