Customer Service Call Center
Resume:
Guadalupe Trevino Resume
Guadalupe Trevino
*** * ******* ** ******, Texas 77535
Cell: 346-***-**** Email: *********.*.********@*****.*** Summary
Experienced HR and Call Center professional with 7+ years of experience in the IT, airline, and telecommunication industry. Excels at interfacing with customers, various business units, vendors, and internal customers to meet organizational and customer service goals. Proven leader with a niche in customer service, process improvement, and HR system administration. Professional Experience
T and T Services - Houston, TX 11/2015 - Present
General Manager
• Prepares annual budgets, schedules expenditures, analyzes variances, and initiates corrective actions.
• Maintains all merchandising, inventory control, cash control, and maintenance.
• Works with vendors to negotiate contracts and keep costs low.
• Determines marketing strategy, changes by reviewing operating and financial statements.
• Maintains HR operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
• Markets merchandise by keeping up to date with the latest marketing best practices.
• Maintains staff by recruiting, selecting, orienting, and training employees.
• Develops staff by coaching, counseling, and disciplining when needed.
• Maintains employee engagement by monitoring and appraising job results.
• Increases customer satisfaction and bottom-line revenue concerns by assisting customers and addressing their concerns.
• Handles all payroll and bookkeeping functions.
Johnson Control - Nuevo Leon, Mexico / Milwaukee, Wisconsin 08/2012 - 10/2015 HR Partner / Payroll and Benefit
• Openly communicated via telephone or email with employees to answer questions and give detailed explanations regarding payroll deductions/direct deposit/union deductions.
• Maintained working knowledge of contracts, benefits, and other product regulations.
• Worked closely with Finance, Provider Relation, and IT to provide reports, assist with analysis, and recommend actions.
• Exercised outstanding interpersonal and analytical skills to provide timely and effective resolutions to customer concerns without loss of goodwill or further escalation.
• Monitored operational performance to evaluate service issues to identify areas for improvement.
• Implemented immediate educational programs and service initiatives to improve service levels.
• Provided consultative leadership to deliver comprehensive training in all areas of administration planning and discussion on Payroll enrollments, Benefits packages, Tax forms, Company polices, Ethics, and Joint Ventures.
• Worked closely with ADP partner team members from claims resolution, contract load, and claims audit activities to ensure timely close out and follow up of provider related issues. Guadalupe Trevino Resume
American Airlines - Nuevo Leon, Mexico / Dallas Fort Worth, Texas 02/2010 - 08/2012 Booking and Logistics
• Managed day to day administrative duties.
• Provided flight related support to domestic and international passengers.
• Resolved situations of devious/lost luggage, canceled, diverted, and delayed flights based on emergency situations.
• Managed staff changes for business continuity while maintaining low infraction time.
• Deployed state of the art monitoring, ticketing and automated system to address day to day mundane tasks.
• Managed lost baggage complains to TSA.
• Managed a diverse range of customer satisfaction surveys in order to address opportunities and increase NPS.
• Worked closely with System Administrators, Network Administrators, Web Administrators, Database Administrator, and Security staff to reach operational goals. Secretary of Public Education - Nuevo Leon, Mexico 02/2011 - 02/2012 Teacher - English Department
• Oversaw recruitment of teachers; conducted interviews, verified credentials, and curriculum.
• Developed lesson plans for primary schools with a focus in approaching children with high stress proven by low-middle and low-income society. (High crime rate in their environment)
• Provided training and induction courses to new teachers.
• Applied superior analytical talents to evaluate operational performance.
• Identified opportunities for service improvements and time-savings, increasing passing grades.
• Provided leadership and direction to staff members in the execution of daily roles and responsibilities and fostered a team-based environment where staff worked cooperatively to achieve common goals. Education / Certifications
Bachelor degree in Business Administration (May 2015) University EDEC (University of Education and Cultural Development) Mexico, Nuevo Leon Mayor: Human Resources
Master’s degree in HR Business Administration (January 2018) TecMilenio (University TecMilenio) Mexico, Nuevo Leon Mayor: Human Resources Skills
Computer Skills: Microsoft Office Suite (Word, PowerPoint, Access); Adobe Acrobat and Internet Applications, WorkDay, Oracle, SAP (Global View), ADP.
Professional Skills: New Hire Paperwork, New Hire Training, Human Resources Information System, New Employee Orientation, Time and Attendance, Labor Relations, Talent Acquisition, Open Enrollment, Job Fairs, Kronos, Exit Interviews, Employment Law, Employee Engagement. Personal Skills: Fluent in English and Spanish, Active Listener, Superior Customer Skills, Critical Thinker, Problem-Solver, Team Player.
References
***Available Upon Request***
Contact this candidate