R. Christine M. Guevarra

*** *********** *** ***** ******* Cell: 702-***-****

Cibolo, TX 78108 Portfolio Link Home: 210-***-****

Dedicated Workforce Analyst with 5+ years of experience including 10 +

years of customer service in an office or direct client setting and HR

Responsibilities. Consistently achieve record-high customer satisfaction

rankings, improvements to the bottom line and turnaround of underperforming

operations.

Respected leader of a customer-focused team; instilled a shared,

enthusiastic commitment to customer service as a key driver of company goal

achievement. Lead by example and ensure the execution of all safety,

security, quality and company operations policies.

Areas of Expertise

Customer Service Proficient in Data Entry & Team-Oriented Attitude

Management Microsoft Office Suite -

Complaint Handling & (Word, Excel, Outlook, One-Call Resolution

Resolution PowerPoint) Inventory Management

Supervision & Training Report & Document

Preparation

Professional Experience

SPRINT, INC. Call Center - Las Vegas, NV 3/05 to 11/13

Workforce Specialist II, 1/06 to 11/13

Customer Service Representative, 3/05 to 1/06

Promoted to Workforce Management position to maintain multiple call center

support applications (i.e. Totalview IEX, PeopleSoft, Witness, CAMP, CCMRT

and etc.) used by leadership and customer service reps. Handle multiple

assignments and work independently while balancing priorities and making

overall decisions with frequent interruptions and manage stressful

situations. Selected Contributions:

Achieved an average 98.84% Virtual ETR Center Compliance for the first 6

months of 2009 against a goal of 95% and ending 2009, Virtual ETR

compliance by site averaged 99% - 100% against a goal of 95%.

A huge success in managing the Corporate Liable (CL) Workforce Management

Intraday responsibilities through the iPhone launch. During this time,

managed the training of over 1300 agents in CL (all needing to come off the

phones for several hours.) In addition, handled a huge launch week spike in

call volume.

Regularly creates and shares "Did you know?" and "WFM Tips" communications

with Specialists and WFM peers to improve accuracy and efficiencies among

the teams. In addition to managing various internal WFM communications,

considered a SME when it comes to system accuracy across all WFM

applications.

MOBILE TELESYS, INC. VERIZON WIRELESS indirect - Las 1/01 to 12/02

Vegas, NV

Manager, 6/01 to 12/02

Previous Positions: Sales Representative, Assistant Manager, 1/01 to 6/01

Quickly advance to additional responsible positions, excelling in a

management role with oversight for an indirect mobile service kiosk.

Supervised 6 employees and manage sales, inventory, merchandising and cost

control. Encouraged an environment in which customers enjoy high levels of

service and my team was motivated to deliver the top performance. Selected

Contributions:

Received the "#1 Sales Recognition" for a record high in sales for the

entire quarter; Propelling store and team to achieve the most sales in the

Las Vegas district.

Trained CSRs in struggling stores that enhanced performance and helped

build a motivated team, which contributed to significant improvements in

customer satisfaction and sales.

Education and Training

Community College of Southern Nevada - Las Vegas, NV 8/00 to 1/03

Concentration in Business Management studies

Trinity Christian School - Yigo, Guam, USA 8/95 to 6/99

Graduated with 3.5 GPA; High School Diploma

Training: Completed numerous courses and seminars in Customer Service,

Sales Strategies, Inventory Control, Loss Prevention, Time Management,

Leadership and Performance assessment such as - Be the Reason (Be

Accountable), Intro to Compass, Domino Effect of Customer Service (part I

and part II), 360 Degrees of Accountability, Be the Reason They Remember

the Name and "Not-So-Best" WFM Practices- How to Avoid.

Contact this candidate