Anna Saenz Email & Phone Number

Round Rock, Tx, Us

Texas, United States

Performed quality analysis of agents’ reviews to ensure they were compliant with the Trust & Safety policies provided by the client. Also provided reports of errors and feedback to the individual agents and their respective team leads.Assisted with data visualization of agent and QCA performance on a weekly, monthly, and quarterly review. Held open discussion sessions for agents, team leads, and other department employees to ask questions in regard to Trust & Safety policies or QCA processes.

United States

Worked with a third-party client to review user-generated graphic and offensive content in text, video, audio, and live media (including video gaming submissions) in compliance with Trust & Safety policies. Used chat and video conferencing to bring up discrepancies in policies and voice concerns about ongoing trends seen in content moderation.

San Antonio, Texas, United States

Installed and supported Windows OS including command line and client support while troubleshooting devices and resolving network issuesEnsured physical security and common attacks while securing the wired and wireless local networkDetected various types of compromises and have an understanding of penetration testing and vulnerability scanning concepts

San Antonio, Texas Metropolitan Area

Worked with a third-party client to review user-generated content in text, video, and images (including political social media advertising submissions). Used chat and video conferencing to bring up trends seen during content moderation. As a Subject Matter Expert/Team Lead Assistant, I assisted teammates with understanding and applying the changing Trust & Safety policies. Assistance was given via chat and in open debates or discussions. Also collaborated with multiple company departments including Training and Development to analyze moderation trends, correct policy misalignments, and train agents on policy updates.

San Antonio, Texas Metropolitan Area

Provided technical support via phone and chat for services including phone, internet, and cable to users of a third-party client. Investigated the cause of outages to customer services and implemented corrective procedures to regain functionality and resolve technical issues.The Key Performance Indicators (KPIs) used to gauge business-critical initiatives, objectives, or goals were met by ensuring average call time fell within a given range, providing customer satisfaction, and creating revenue.

Norfolk, Virginia, United States

Worked as a Phone Sales representative with a successful history of sales and customer service. Able to handle multiple high-volume personal and business accounts with accuracy and courtesy. Strong background in customer acquisition and retention across a variety of services and products.

Round Rock, Texas, United States

As a Medical Receptionist work requirements included office administration, insurance acceptance and validation, data entry, patient relations, and medical translation for Spanish-speaking patients. Adept at managing physician calendars and interacting with diverse patient populations. Certified to perform and review in-house applications for discounted services according to a sliding fee scale based on income and family size. Service offered to bilingual patients.

Round Rock, Texas, United States

Maintained jewelry and t-shirt displays, checked inventory, and guided customers on purchases based on interests, promotions, or other sales. Performed general store upkeep during store hours and after closing, including cleaning, organizing shelves, and restocking items

San Antonio, Texas, United States

Training specified in the Navy standards included responsibility, ability to follow command, and organization. These challenges improved mental and physical abilities allowing the duties to be fulfilled in an effective and timely manner.

Bachelor'S Degree, Information Technology, 3.95

Activities and Societies: Member of The National Society of Collegiate Scholars (NSCS) and The National Society of Leadership and Success.

High School Diploma, High School/Secondary Diplomas And Certificates

Activities and Societies: Member of the Honor Society, Rocketry club, Science club, and Photography club.

Information Technology