YERCENIA GUTIERREZ

**** ******** ******

Los Angeles, CA 90002

323-***-****

ac3u65@r.postjobfree.com

Highly professional with a reputation for improving quality, efficiency and client satisfaction throughout academic career. More than 10 years of experience in customer service and sales support with strengths in account maintenance, problem solving, troubleshooting, staff support, shipping, inventory systems and procedures. Able to manage resources, plan and implement procedures and systems to streamline workflow and manage multiple projects simultaneously to achieve company goals. Fluent in English and Spanish.

AREAS OF STRENGTH AND EXPERTISE

• Written & Verbal Communication

• Documentation

• Resource Allocation

• Process Improvement

• Analysis & Problem Solving

• Cross-Functional Skills

• Data Management

• Project Management

• Customer Service

TECHNOLOGY SNAPSHOT

• ARCmap

• AutoCAD

• Microsoft Office Suite

• CRM

• Great Plains

• SalesForce

EDUCATION AND TRAINING

• BA in Anthropology, w/conc in Geospatial Technologies, Southern New Hampshire University, Online Projected Date Of Completion: Spring 2018

• GIS Certification, Rio Hondo College, Whittier, CA Completed Coursework: Introduction to Geographic Information Systems and Spatial Analysis, GIS Applications, Cartography Design and Geographic Information Systems, AutoCAD and Basic CADD Applications, Crime Mapping and Analysis, GIS in Environmental Technology

• Real Estate License, California Bureau Of Real Estate

• Diploma, John F. Kennedy High School, Granada Hills, CA PROFESSIONAL EXPERIENCE

OC SURVEY DEPARTMENT, Santa Ana, CA July 2016 – Present Engineering Technician Trainee

Responsible for performing clearly defined tasks under close supervision as work of increasing difficulty and complexity is assigned based upon experience acquired, I.e. surveying locating positions on the earth's surface.

• Georeferencing Tract Maps

• Georeferencing Addresses

• Georeferencing geotiffs

• City Annexations

HEATEFLEX CORPORATION, Arcadia, CA April 2015 to July 2016 Administrator/Sales Support

Deliver sales support through the creation of reports regarding market conditions, sales results and team earnings. Maintain effective and efficient processes to ensure tight deadlines are met. Manage databases and other systems to ensure that they are current. Troubleshoot and help to resolve issues as needed by both internal and external clients and customers. Key Accomplishments:

• Successfully transitioned company from EmTrax to SalesForce as sole CRM software application for the company.

• Created dashboards to track shipments, open pipelines, leads, validation and workflow. STEMCYTE INC., Covina, CA December 2013 to April 2015 Lead QA Batch Record Reviewer

Reviewed batch records for the cord blood units from a quality assurance perspective to ensure compliance with company and regulatory requirements. Managed internal and external Good Manufacturing Practices (GMP), and Good Laboratory Practices (GLP) audits supporting FDA regulations to ensure compliance. Tracked error trends and generated monthly reports of all usable public donations.

YERCENIA GUTIERREZ Resume, Page 2

Key Accomplishments:

• Completely reduced a 2-year backlog in folder reviews within 6 months of hire.

• Implemented SOP revisions that institutionalized and streamlined processes, reducing folder errors by 60%. KST DATA INC., Los Angeles, CA July 2013 to November 2013 Sales Support Assistant

Delivered sales support by inputting orders, creating monthly sales reports, providing estimated times of arrival of shipments and notifications of order delays. Ensured superior customer service by updating clients by phone or email. FOX DIGITAL, Playa Vista, CA July 2012 to July 2013 Customer Service Representative

Provided technical and customer service support to users of web-based video content. Responded to viewer emails, maintained email scripts and reporting. Completed and validated ticket categorization, implemented triage checklist, and maintained internal service level agreements. Monitored and analyzed service metrics. Key Accomplishments:

• Developed customer service policies and procedures to improve customer satisfaction.

• Performed quality assurance via Fox.com and Fox Now mobile applications to ensure proper user functionality.

• Provided direction to Salesforce vendors to optimize build out of customer service platform.

• Troubleshot authentication of site with various MVPDs.

• Analyzed technical trends and provided feedback to Engineering and Product Management teams.

• Created weekly reports using Excel and SalesForce.

• Developed a CSR online platform utilizing SalesForce and created templates to walk viewers through troubleshooting methods, allowing the CSR department to answer hundreds of emails within a 48 hr. turnaround.

• Identified a conflict with Internet Explorer 9 by testing different bowsers and settings for compatibility with FOX video playback.

DISABILITY GROUP INC., Los Angeles, CA July 2010 to July 2012 Correspondence Associate

Coordinated the pickup and daily shipping of all packages. Sorted packages based on department categories, and prepared documents and packages to be digitally scanned to appropriate category and case accounts. Key Accomplishments:

• Developed a system that enabled company to upload more content into client accounts.

• Created a report using SalesForce that notified sales reps whenever new material was uploaded.

• Generated performance management reports that allowed supervisors to track speed and number of pages being scanned per individual.

G-TECHNOLOGY, INC., Culver City, CA November 2005 to January 2010 Sales Operations Assistant

Assisted Sales Team and managed overall company administrative operations of the company, entering data and POs, creating spreadsheets, handling commission reports, processing credit card transactions, processing refunds, and managing inventory. Served as primary point of contact for orders and customers, providing information and assistance where needed. Key Accomplishments:

• Reconciled accounts, recovering $20,000 in old debt payments.

• Revamped commission report allowing accountant to keep better track of commissions.

• Provided exemplary customer service to all clients.

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