Customer Success Help Desk

GUIOMAR M. ROMERO

Client Experience & Operations Specialist

Mobile: 407-***-**** Email: ******.*******@*****.*** LinkedIn: www.linkedin.com/in/guiomarromero/ EXECUTIVE SUMMARY

Results-driven Client Experience Specialist with 5+ years of expertise in customer success, account management, and process optimization. Skilled in problem resolution, improving operational efficiency, and driving customer satisfaction. Adept at leveraging data analysis to enhance service delivery and boost retention rates. Bilingual

(English/Spanish) with a proven track record of exceeding performance metrics in high-pressure environments. CORE COMPETENCIES

Customer Success & Retention Process Improvement Conflict Resolution Account Management Data Analysis

& Reporting CRM & Help Desk Systems Quality Assurance Strategic Problem-Solving Cross-Functional Collaboration

TECHNICAL SKILLS

● CRM & Help Desk Tools: Salesforce, Zoho, Slack, Live Chat Platforms

● Data & Reporting: Google Workspace, Microsoft Office Suite, ADP

● Industry-Specific: Sabre GDS (Airline Operations), Hospitality CRM Systems PROFESSIONAL EXPERIENCE

Bilingual Quality Control Administrator

The Outreach Team, Florida 07/2024 – 10/2024

● Verified 380,000+ voter registration forms, ensuring 100% compliance with legal requirements.

● Conducted hundreds of verification calls daily, improving data integrity by 35%.

● Documented findings in detail, enhancing audit transparency and process efficiency. Customer Support and Escalation Specialist

JetBlue Airways, Orlando, FL 02/2020 – 02/2024

● Managed 1,000+ customer interactions weekly via voice, chat, and SMS, maintaining a 95%+ satisfaction rate.

● Identified and resolved complex loyalty program issues, increasing customer retention by 20%.

● Consistently exceeded productivity goals, handling 20% more cases than the team average. Business Intelligence Management Specialist

TravelClick Inc., Orlando, FL 04/2015 – 08/2017

● Reduced client issue resolution time by 30% through cross-functional collaboration.

● Provided data-driven insights to enhance hospitality industry services, improving response accuracy by 25%.

● Escalated critical system issues 30% faster, minimizing downtime and client dissatisfaction. Marketing Analyst

Customed USA, LLC, Orlando, FL 07/2014 – 03/2015

● Conducted market research that identified 5+ new business opportunities, expanding market reach.

● Managed bid submissions for Group Purchasing Organizations (GPOs), increasing sales pipeline efficiency by 15%.

● Collaborated with sales teams to create targeted promotions, boosting engagement by 20%. Customer Care & Account Management Representative

Aon Hewitt, Orlando, FL 09/2009 – 07/2014

● Resolved 95% of customer issues in one interaction, improving client satisfaction.

● Diagnosed and documented 50+ system defects, contributing to key operational improvements.

● Led high-pressure de-escalation scenarios, ensuring client retention and loyalty. EDUCATION

University of Puerto Rico – Bayamón Campus

BBA, Marketing (Minor in Management) – Completed

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