Maricela Valdes

Maricela Valdes Dedicated, multitasking, energetic, and hardworking individual. I take my job seriously, but still I like to be a fun and welcoming personality. Acquiring new skills and being able to apply them in and out of the workplace bring me a sense of fulfillment. I am competitive, interactive, and adapt easily. 2019 Perez St. San Antonio, TX 78207 -- EXPERIENCE SKILLS Hulu, San Antonio, TX (Remote) — Viewer Experience Advocate ​-Fluent in Spanish August 2022 - PRESENT Monitoring, Critical Thinking, -Time Management, Check to ensure that appropriate changes were made to resolve Active Listening, customers' problems. Keep records of customer interactions or Coordination, Strong transactions, recording details of inquiries, complaints, or Analytical skills, comments, as well as actions taken. Coordination, Complex ● Walk viewers through troubleshooting steps via phone Problem Solving ● Confer with customers by telephone or email to provide ● information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. ● Identify the causes of networking problems, using diagnostic testing software and equipment. Document network support activities. TaskUs, New Braunfels, TX (Remote) — Technical Support Agent, Content Moderator, Customer Support Agent November 2018 - November 2021, March 2022 - June 2022 ● changes. Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of ● tools, such: SharePoint, Microsoft Teams, Outlook, CRM, ASD ​-Technical Support skills, Customer and Personnel Service Certifications TABC/ Food Handlers certification customer satisfaction. Coursera : Human Resources Make sure that items and content are placed in the right category, Analytics are free from scams, and don't include any illegal items. ● experience with any of the Document findings of study and prepare recommendations for implementation of new systems, procedures, or organizational ● ​-Knowledge of and Educate the customer on our practices and policies in a professional manner. Escalate to management in unique Alison's Certification in Supervision Skills situations. ● Set up equipment for customers over the phone, email, or messenger chat. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. ● Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information. Knowledge of principles and LANGUAGES English, Spanish processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Apex Systems, (Remote) — Quality Analyst, Safety Investigator November 2021 - January 2022 ● Document findings of study and prepare recommendations for implementation of new systems, procedures, or organizational changes. Ability to handle extremely sensitive content and sensitive investigation scenarios that can ultimately lead to Law Enforcement escalations in some situations. ● Investigate aspect as well as crafting professional responses to the partners. ● The core content types an Investigator may investigate include: ○ Harassment, Threats, and Abuse ○ Sensitive Content ○ Fraud and Theft ○ User Profile Content ○ Account Takeover, Phishing, and Solicitation ○ User-Generated Imagery EDUCATION San Antonio College, San Antonio, TX — Criminal Justice August 2022 - Current Woodrow Wilson High School, Dallas, TX — High School Diploma August 2010 - February 2014