JORGE ACEVES
Bakersfield
Summary
Experienced in managing customer and product support operations and delivering exceptional end customer experience. Combine good understanding of business requirements with the soft skills needed to build trust, align stakeholders, tackle challenges in a dynamic environment while leading and inspiring teams. Excited to explore opportunities to lead high impact projects and operations.
Overview
15
15
years of professional experience
Work History
Staff Service Analyst
CAL FIRE
07.2021 - Current
- Responsible for applicant agency authorization account administration
- Manage and maintain user accounts by researching, troubleshooting, and resolving system access issues
- Providing end-user training and assistance
- Responded to 300 inquiries from applicant agencies for program provisions and procedures and assisted in identifying/clarifying program participation
- Recognize, log, and report system defects to the appropriate personnel
- Capturing system enhancement requests related to the applicant agency portal
- Prepare weekly and monthly MIS to management to review metrics and identify improvement areas.
Data Analyst
GOOGLE
10.2019 - 06.2021
- Consulted with inter-functional management teams and developers to determine needs for improvement projects, while documenting best practices
- Re-engineered applications and implemented process improvements in alignment with business strategy, tactical plans and company processes
- Reviewed and analyzed ~100 bot transcripts that were to be used for customer support across various platforms for performance and product development
- Led teams in the coordinated management of new software systems installation and staff training on software use, while providing ongoing support.
Data Analyst
FACEBOOK
11.2018 - 10.2019
- Assisted the Facebook and Instagram team to ensure data quality using SQL
- Investigated and rated page data to provide a better customer experience
- Identified patterns, and provided feedback to engineers and product teams to help improve data quality
- Collaborated with the operations team to improve rating tools, processes, and policies.
Logistics Analyst
GOOGLE
04.2015 - 11.2018
- Engaged with external vendors and cross-functional teams from YouTube, Aerial, Special Collects, Street View, & Playbooks to improve and streamline workflow processes, thus mitigating operational bottlenecks
- Demonstrated exceptional data analytical skills by significantly reducing Street View upload turnaround time from 20 days to 24 hours utilizing strong data-driven audits
- Achieved 50% reduction in logistics effort by defining user training documents
- Analyzed processes to successfully streamline handling & processing of lithium batteries & issue mitigation guidelines
- Supervised the integration of a new verification process to identify and eliminate duplicate serial numbers, thus significantly enhancing unit allocations.
Store Manager
SHERWIN WILLIAMS
01.2012 - 04.2015
- Managed daily operations, and provided leadership for account management, customer acquisition, strategy development, and staff training functions
- Generated 100+ new leads per week, increased profit by 2% and achieved highest customer service rating.
Project Manager
MAX INTERAMERICAS
08.2008 - 12.2011
- Oversaw sales management of a $3M sales portfolio while managing the LATAM and Europe territory
- Responsible for logistics for 10+ countries to ensure timely merchandise delivery
- Performed cost analytics on freight and saved 10% on shipping rates.
Education
Bachelor of Arts in International Business - Finance
Universidad Autónoma de Baja California
01.2010
Bachelor of Arts in International Business - Trade Agreements
Universidad de Valparaíso
01.2009
Bachelor of Arts in International Business - Marketing
San Diego University
01.2008
Skills
- Project Management
- Customer Relations
- Operational Excellence
- Process Re-engineering
- Productivity & Quality
- Data Audits
- Vendor Management
- Sales & Marketing
- Logistics
- Training, SOPs
- MIS & Reviews
- Team Management
- Salesforce
- SAP
- MS Office
- SQL
- Google Docs
Websites
Community Leadership
- Participated in Latino Board Leadership Academy, a leadership program to serve as a board member of a nonprofit organization
- Member of Latino Community Foundation, Junior Board for Big Brother Big Sister
- Volunteer for Technolochicas, Code Next, Parent Engagement Program, International Rescue Committee
Timeline
Staff Service Analyst
CAL FIRE
07.2021 - Current
Data Analyst
GOOGLE
10.2019 - 06.2021
Data Analyst
FACEBOOK
11.2018 - 10.2019
Logistics Analyst
GOOGLE
04.2015 - 11.2018
Store Manager
SHERWIN WILLIAMS
01.2012 - 04.2015
Project Manager
MAX INTERAMERICAS
08.2008 - 12.2011
Bachelor of Arts in International Business - Finance
Universidad Autónoma de Baja California
Bachelor of Arts in International Business - Trade Agreements
Universidad de Valparaíso
Bachelor of Arts in International Business - Marketing
San Diego University
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