Marianna Manjarrez
Omaha
Summary
Detail-oriented professional in customer operations and quality assurance, specializing in auditing customer interactions and ensuring compliance with quality standards. Strong analytical skills support data-driven decision-making, enhancing operational efficiency and customer satisfaction through collaboration with cross-functional teams.
Overview
10
10
years of professional experience
Work History
Quality Auditor
Toast, Inc.
Omaha
04.2023 - 11.2025
- Audited customer service interactions across phone, web chat, and written communication channels to uphold quality and compliance standards.
- Monitored customer support performance to identify service improvement opportunities and implement targeted coaching.
- Ensured data integrity and accuracy in reporting processes to support informed operational decision-making.
- Collaborated with cross-functional teams to maintain high standards of customer experience and service delivery.
- Managed end-to-end administration of the company awards system, including form management, nominee tracking, and reward distribution.
Customer Service Representative-Xtrachef
Toast, INC
08.2022 - 04.2023
- Assisted customers with software functionality and troubleshooting, enhancing onboarding experience and user satisfaction.
- Educated users on new platform features while guiding integration of additional services to improve overall user adoption.
- Delivered timely issue resolution while maintaining high customer satisfaction standards.
- Managed inbound calls, emails, and chat support via a ticketing system, ensuring efficient resolution in a fast-paced SaaS environment.
Advanced Inbound Teleservices Representative
Physicians Mutual
Omaha
08.2015 - 11.2021
- Managed high-volume inbound customer calls about insurance products, ensuring accurate information delivery and customer satisfaction.
- Maintained accurate customer data and effectively presented tailored product information to prospective clients, enhancing engagement.
- Assisted customers with cancellation procedures and account-related concerns with professionalism and empathy.
- Provided e-commerce support by helping customers create online accounts, log into the website, and access digital resources.
- Fostered strong customer relationships through effective communication and problem-solving, resulting in increased customer loyalty.
Education
Advertising And PR -
University of Nebraska–Lincoln
Lincoln, NE05-2015
Skills
- Quality assurance
- Quality control processes
- Audit procedures
- Process optimization
- Data analysis
- Project management
- SaaS solutions
- CRM systems
- Documentation management
- Time management
Certifications And Awards
- Foundations of Web Development
- Data Foundations / Business Intelligence
- Medical Terminology
Timeline
Quality Auditor
Toast, Inc.
04.2023 - 11.2025
Customer Service Representative-Xtrachef
Toast, INC
08.2022 - 04.2023
Advanced Inbound Teleservices Representative
Physicians Mutual
08.2015 - 11.2021
Advertising And PR -
University of Nebraska–Lincoln