Customer Service & Quality Management Leader

Vanessa Shebola

Zuni **************@*******.*** +1-505-***-****

Professional Summary

Customer Service and Quality Management professional with over 9 years of progressive experience in telecom- munications, technology, and industrial operations. Proven leader with skills in team management, process improvement, and safety compliance, holding OSHA 10 & 30 certifications. Experience

Administrative Assistant

Rhino Health

Church Rock, NM

Dec 2019 – Apr 2024

Supported daily administrative operations through data entry, scheduling, and document control, improving departmental organization by 25%.

Coordinated interdepartmental meetings and maintained comprehensive filing systems to enhance commu- nication flow.

Safety Officer

Rhino Health

Church Rock, NM

Jan 2020 – Jan 2021

Conducted monthly safety audits, inspections, and training to maintain OSHA compliance and reduce workplace incidents by 15%.

Collaborated with supervisors to proactively identify and mitigate potential hazards.

Promoted a culture of safety awareness and accountability among staff through continuous education. Quality Supervisor / Quality Manager

Rhino Health

Church Rock, NM

Jan 2021 – Apr 2024

Managed a team of 8 quality assurance employees responsible for daily inspections and production compliance.

Designed and implemented Standard Operating Procedures (SOPs), improving product consistency and reducing rework by 20%.

Oversaw internal and external audits to ensure adherence to safety and quality standards.

Partnered with operations leadership to streamline processes and enhance overall production efficiency. Industrial Workforce Trainee

Gallup Workforce Program

Gallup, NM

Jan 2019 – Jan 2019

Completed a four-month industrial trade training program focused on construction, safety, and technical operations.

Earned OSHA 10 and OSHA 30 certifications while gaining hands-on experience with forklifts, table saws, and nail guns.

Assisted in residential construction projects involving framing, plumbing, and building methods.

Strengthened teamwork, safety, and trade proficiency while preparing for employment in industrial settings. Technical Support Representative

HP

Rio Rancho, NM

Jan 2018 – May 2019

Resolved 90% of customer issues on first contact while maintaining top-tier service metrics in satisfaction and efficiency.

Provided troubleshooting support for hardware and software products across diverse user environments.

Documented and escalated complex technical cases, contributing to process improvements and knowledge base updates.

Forums Customer Service Representative Jul 2016 – Jan 2018 Vanessa Shebola - Page 1 of 2

AT&T

Provided guidance and troubleshooting assistance to customers through AT&T’s public support forums.

Identified recurring product issues and suggested improvements to online knowledge base content.

Recognized for consistently delivering clear, empathetic, and timely responses. Chat Technician Customer Service Representative

AT&T

Jan 2015 – Jul 2016

Supported live customer inquiries for billing, connectivity, and account management.

Resolved 50+ chat sessions daily with a 98% customer satisfaction rating.

Delivered effective technical assistance through step-by-step troubleshooting guidance. Education

Institute of American Indian Arts

AA in Associate’s Degree

Santa Fe, NM

Jan 2014 – Jan 2016

Riverside Indian School

HS in High School Diploma

Oklahoma

Jan 2006 – Jan 2010

Courses

Gallup Workforce Program

in Industrial Workforce Trainee

Gallup, NM

Jan 2019 – Jan 2019

Completed a four-month industrial trade training program focused on construction, safety, and technical operations.

Earned OSHA 10 and OSHA 30 certifications while gaining hands-on experience with forklifts, table saws, and nail guns.

Assisted in residential construction projects involving framing, plumbing, and building methods.

Strengthened teamwork, safety, and trade proficiency while preparing for employment in industrial settings. Skills

Customer Support & Communication: Over 9 years of progressive experience delivering exceptional customer support with a 98% satisfaction rating

Technical Troubleshooting: Experience resolving technical issues in hardware and software, including 90% first-contact resolution at HP

Safety Training & Compliance (OSHA): Certified OSHA 10 & OSHA 30; conducted monthly safety audits and training reducing workplace incidents by 15

Quality Assurance & Auditing: Managed quality assurance teams, designed SOPs reducing rework by 20%, and oversaw audits for compliance

Team Leadership & Training: Led and managed teams of up to 8 employees, promoting safety awareness and accountability

Process Improvement & SOP Development: Improved departmental efficiency by 25% and production processes enhancing overall efficiency

Administrative Coordination: Skilled in data entry, scheduling, document control, and organizing interde- partmental communication

Industrial Tools & Construction Knowledge: Trained in operation of forklifts, table saws, nail guns, and residential construction techniques

Vanessa Shebola - Page 2 of 2

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