Sylvia E. Duenas
Bay Point
Summary
Dynamic and results-driven professional with over 10 years of customer service experience, eager to leverage expertise as a Product Operations Associate. Proven track record in call center environments and remote work settings, complemented by advanced computer skills and exceptional communication abilities. Renowned for a strong aptitude in troubleshooting technical issues while ensuring seamless customer experiences, alongside a commitment to continuous learning and adaptability. Focused on team collaboration and achieving results, consistently supporting colleagues and responding effectively to changing needs with integrity and determination.
Overview
10
10
years of professional experience
Work History
Sr LEA Success Agent
Educational Testing Services
Sacramento, CA
01.2020 - Current
- Lead product operations and regional account management for 1–11 client accounts, delivering strategic support, strong stakeholder relationships, and high-quality service outcomes.
- Coordinate complex projects, client deliverables, meetings, and administration rollovers while ensuring compliance, accuracy, and on-time execution.
- Utilize ETS testing systems, web-based platforms, and digital tools to manage accounts, support users, maintain data integrity, and improve operational performance.
- Drive workflow optimization by identifying process gaps, streamlining procedures, and developing documentation that improves efficiency across teams.
- Conduct data analysis, annual data verification, and user acceptance testing (UAT) to support quality assurance, system functionality, and continuous improvement.
- Collaborate cross-functionally with internal teams, leadership, school coordinators, and LEA partners to resolve issues, improve service delivery, and support operational goals.
- Lead training sessions, webinars, and onboarding initiatives that strengthen product knowledge, user engagement, and customer success.
- Analyze customer feedback and operational trends to recommend product, service, and process enhancements that improve user experience and program effectiveness.
Community Coordinator, Receptionist
Victory Workspace
03.2018 - 01.2020
- Managed front desk operations and welcomed members, clients, and visitors while providing professional customer service.
- Supported member onboarding, account setup, and daily needs to improve satisfaction and overall experience.
- Scheduled meeting rooms, events, and workspace resources to keep daily operations organized and efficient.
- Built positive relationships with members by answering questions, resolving concerns, and supporting a collaborative environment.
- Used digital tools to manage records, communications, and administrative tasks.
- Assisted with events, member communications, and office coordination to support community engagement.
- Handled filing, supplies, and daily office tasks to maintain smooth operations.
- Provided basic technical and operational support to members and staff.
Office Assistant, Dispatcher
Aquarius Appliance Service
08.2017 - 03.2018
- Answered customer calls, scheduled service appointments, and coordinated technician dispatch to support timely service.
- Managed daily office tasks including data entry, filing, invoicing, and customer records.
- Communicated with customers, technicians, and vendors to provide updates and resolve scheduling issues.
- Organized service routes and adjusted schedules to improve efficiency and meet customer needs.
- Processed work orders, maintained accurate documentation, and supported billing operations.
- Provided customer service by addressing questions, concerns, and appointment requests professionally.
- Used office software and phone systems to support daily operations and communication.
- Helped maintain smooth office workflow through administrative and operational support.
Account Manager
Private Eyes, Inc.
12.2015 - 09.2017
- Managed over 50 hospital client accounts by coordinating background check services and ensuring timely, accurate support.
- Served as the primary point of contact for hospital representatives, providing updates, resolving issues, and maintaining strong professional relationships.
- Oversaw background screening requests, monitored progress, and ensured compliance with client requirements and industry standards.
- Maintained accurate client records, reports, and confidential documentation with strong attention to detail.
- Coordinated with internal teams to support efficient processing, clear communication, and quality service delivery.
- Addressed client concerns quickly and professionally to support satisfaction and long-term account retention.
- Managed multiple client accounts and deadlines in a fast-paced environment while maintaining accuracy and service quality.
- Identified client needs and supported process improvements to enhance service efficiency and client experience.
Education
High School Diploma -
Pittsburg High School
Pittsburg, CaliforniaSkills
- Product Operations
- Project Coordination
- Workflow Optimization
- Data Analysis
- Cross-Functional Collaboration
- Quality Assurance
Timeline
Sr LEA Success Agent
Educational Testing Services
01.2020 - Current
Community Coordinator, Receptionist
Victory Workspace
03.2018 - 01.2020
Office Assistant, Dispatcher
Aquarius Appliance Service
08.2017 - 03.2018
Account Manager
Private Eyes, Inc.
12.2015 - 09.2017
High School Diploma -
Pittsburg High School
Leadership
- Dedicated community volunteer for UPS
- Member of The Bay Church
- Team Mom for Girls HS Wrestling
- Team Mom for Girls HS Volleyball