Bilingual Analytics & Process Improvement Specialist

Veronica Vega

Mobile: 813-***-****

**** ***** **. *****, ** 33615

Email: ***********@*******.***

Professional Profile

Constantly striving to reach new levels of performance and self-motivated analyst with demonstrating analytical and problem solving abilities while possessing a mindset of accuracy and attention to detail while performing well in a fast-paced environment. Excellent analytical/decision-making skills as well as verbal and written communication skills. Professional, eager, and willing to lead and work collaboratively with colleagues, vendors and partners to successfully achieve expectations.

•Bilingual (Fluent in Spanish)

•Accurate typing and ten-key data entry skills/ Technical skills

•Advanced with Microsoft/ Excel/ PowerPoint etc.

•Customer Service

•Process improvement

•Conflict Resolution skills

•Creative thinker with strong control mind-set

Professional Work Experience

Global Maintenance-Implementation Specialist July 2017- Present

Handles Global merchant request and cases.

Maintained 100% quality year to date in Compliance, Policy and Procedure and Production.

Process maintenance requests using various systems such as PNS-Tandem, PeopleSoft Salem, Orbital Gateway, Net connect and more.

Supports and contacts requestors/ clients as needed to obtain valid paperwork.

Recommend and maintain any automation for department and run pre-defined macros for bulk requests.

Proactively identifies problems, their root causes and follow through to ensure resolution.

Provides back up support as needed to various departments.

Review and actively critique current processes for gaps and to improve efficiency and accuracy.

Act as liaison between clients, internal resources and outside vendors.

Handles complex merchant matters..

Possessing a technical skillset, including but not limited to MS Access databases, importing/exporting tables, creating queries and macros.

Completing cases in a timely fashion manner while juggling to train Specialist I, keeping production and quality at %100 and handling escalations.

Manages large projects and handles high priority cases/ merchants such as Active Network and American residential.

Chase Commerce Solutions September 2015 to July 2017

Specialist II (Help Desk Agent)

Creates an exceptional customer experience by demonstrating superior customer service skills; has met PIM/CCPQ scores since joining the Help Desk.

Delivers service that creates lifelong, engaged relationships by delivering ease, expertise, and experience in every interaction.

Focuses on a “One Call” resolution for every single customer/merchant.

Delivers accurate and complete information to our customers/merchants.

Appropriately utilizes tools, resources, and scripting.

Productivity and adherence are always in accordance to company policy.

Committed to the “Merchant Experience” by demonstrating a commitment to teamwork and continuously seeking to exceed goals.

Ingenico, Verifone, Recourse Online, and TASQ skills obtained.

Uses systems and has knowledge such as, Tandem and other sources within Commerce Solution

Submit merchant account, FCN forms, and escalated cases in a timely manner.

As a Specialist II, provides coaching to level ones as needed.

Build files with correct templates where attention to detail is very critical.

Bayside Pediatrics, Tampa, FL February 2015- October 2015

Medical Records Clerk

•Initiates the medical record by creating and processing the patient care record folder.

•Responsible for accessing, maintaining and auditing all medical charts.

•Scan documents and file them in a patient’s medical chart in a systematic order

•Maintains patient confidence by keeping patient records information confidential.

•Assists with scheduling patient appointments when needed

Nielsen Call Center, Tampa FL April 2013- July 2014

Research Analyst

•“Cold called” homeowners and persuaded them to participate in a study representing television viewing in their area by building rapport while following a script that needed to be read verbatim.

•Answered an average number of calls per day by addressing customer inquiries, solving problems and providing new product knowledge.

•Handled the majority of phone calls that needed to be placed bilingually in Spanish.

•Actively participated in new studies in between calling cycles that required phone calls to be a minimum of 35 minutes to only Spanish speaking households.

•Had the highest percentage of completed phone inquiries.

•Assisting manager and team lead of creating the group huddles

•Setting up meetings with the team.

•Assisting with Research on the percentage of popular shows being watched on television.

•Provided coaching as needed.

Education

Major in Business Administration/ Project Management Graduation May 2019-2020

St Petersburg College

High School Diploma Graduated June 4th 2013 Braulio Alonso High School Tampa, FL

Professional References

Available upon request

Contact this candidate