SUMMARY

SKILLS

¢ Technical Support « Workflow Management

« Audit Support « Sales Promotion

¢ Information Security « Account Management

Handling Escalations

239-***-**** EXPERIENCE

rosmary.guerra1921 Customer Service Manager

@icloud.com Fort Myers, FLORIDA

Fort Myers, FL33901 Dandr granite and marble / Feb 2021 to Current

Organized shift assignments to meet expected coverage demands

by factoring in typical loads and upcoming changes.

Conducted training and offered staff development opportunities to

decrease process lags.

Interviewed prospective employees and provided input to HR on

hiring decisions.

Conducted research and reviewed findings to solve customer issues.

Delegated work to staff, setting priorities and goals.

Set clear expectations and helped employees pursue optimal paths

for achieving each target.

Customer Service Representative

Fort Myers, FLORIDA

Alta Resources/Jun 2019 to Oct 2020

Led on- and off-site customer support teams across multiple time

zones.

Remained calm and professional in stressful circumstances and

effectively diffused tense situations.

Used proven techniques to de-escalate angry customers during

telephone interactions.

Resolved complex problems by working with other departments to

provide solutions that meet customer needs.

Developed strong relationships with customers by providing

personalized assistance and support.

Insurance Sales Agent

Fort Myers, FLORIDA

Ipex insurance /Jan 2017 to Mar 2019

Strategized long-term business objectives by assessing customer

feedback for direction on process improvements.

Reviewed insurance policies periodically to make sure they meet

customer needs.

Counseled prospects and policyholders on coverage, limits and

regulations.

Grocery Bagger

Fort Myers, FLORIDA

Publix/Jun 2016 to Dec 2016

Transported packages to customers’ vehicles.

Adhered to safety protocols in handling sharp objects such as knives

or box cutters.

Applied lids or close-ups in finalization of product.

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