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Jeanette Serna is a Contact Center Analyst at PNM Resources since September 2022, bringing extensive experience from T-Mobile, where employment spanned from November 2004 to April 2023 in various analytical roles, including Analyst of Operations Insights and Fraud/Risk Assessment Analyst. At T-Mobile, Jeanette supported continuous improvement initiatives by leveraging diverse data sources and analytical methods to enhance customer experience and reduce operational costs. Responsibilities included creating models, performing speech analytics, analyzing trends, and delivering actionable insights to executives. Additionally, Jeanette played a key role in fraud prevention through real-time monitoring and mentoring fellow analysts, consistently exceeding performance metrics and contributing to strategic decision-making across multiple lines of business.