Ana Cindy Elizaga

Detail-oriented professional with over 13 years of experience in high-level Customer Support and Quality Analysis. Proven track record in Data Management (CRM/Salesforce), Workforce Planning, and Project Coordination. Expert at streamlining administrative processes and facilitating cross-functional team communication to drive efficiency. Seeking to leverage deep analytical and organizational expertise as a Virtual Assistant for growth-oriented businesses.

Executive Virtual Assistant / Quality Specialist - SupportNinja

(2021-01)

• Acted as a primary Point of Contact (POC) for team operations, managing workflows and coordination during management absences to ensure business continuity.
• Managed 100% compliant reporting for multiple programs, ensuring all data deliverables and administrative tasks met strict deadlines.
• Forecasted staffing needs and analyzed human resource availability as a Workforce Planner to meet complex business objectives.
• Collaborated with cross-functional teams to identify process bottlenecks and implement streamlined digital workflows.

Quality Analyst & Team Lead POC - Sutherland Global Services

(2015-01 - 2021-12)

• Led critical initiatives including Voice of the Customer (VOC) analysis and the WFE Conformance Project 2.0.
• Provided training on quality standards and facilitated process improvements for teams supporting global brands like Microsoft and AT&T.
• Managed performance improvement projects for underperforming teams using data-driven coaching and behavioral analysis.
• Authored comprehensive reports and documentation to track project milestones and team KPIs.

Multi-Channel Support Representative - Sutherland Global Services

(2011-01 - 2015-12)

• Executed high-volume tasks across Customer Service, Technical Support, Sales, and Chat Support for global clients including H&R Block and Direcpath.
• Consistently recognized as a Top Sales and Outbound Collections agent.

Nursing Aide Graduate - United School of Science and Technology (2004-01 - 2005-12)