Operations and Administrative Professional with Salesforce Certified
Resume:
Michelle Gutierrez Rocha
Tucson, AZ 85756
Cell: 520-***-****
******.********.*********@*****.***
SUMMARY
I am experienced in general office principles, practices, and procedures. Proficient in MS Office: Excel, Word, PowerPoint, salesforce lightning, and classic. Detail-oriented, proficient organizer with, the ability to delegate and train others. Knowledge of diverse cultures. Team player with an emphasis on quality. Managerial skills. Able to manage several accounts at one time and maintain quality and professionalism. Salesforce trained and certified. Experience with secure remote desktop andd several other online platforms. 4 years of work-from-home experience. 1 Year Experience in road construction.
EXPERIENCE
Arrow Striping
Laborer May 2022 - March 2023
●Report to supervisor daily for that day's work
●Make Signs when assigned
●Install Signposts and signs
●Load and unload the work truck daily
●Assist with inventory, keep track of inventory, and report to any low inventory needing to be ordered to the supervisor
●Clean warehouse, sign shop, and yard as required
●Properly dispose of paint water as needed
●Clean work trucks as needed
●Run basic maintenance checks on work trucks and report any maintenance needed to the supervisor
●Assist striper with paint mixing, preparing stripers, beading machines, and any other equipment required for that day.
●Run beading machine when required
●Hand bead when required
●Lay out parking lots, roads, speedbumps, etc. for striper
●Assist supervisor
●Count how many feet of paint were used on jobs that required it
●Mix / Pour Concrete
●Mix Thermo Plastic / Assist with Thermoplastic Truck and Machines
●Traffic control when required
Sewailo Golf Club December 2021 - March 2022
Cook 2
●Cook all orders properly following all food safety protocols
●Clean all surfaces properly daily
●Ensure the kitchen is running properly
●Check and report stock at the end of each day
●Ensure all refrigerators are working properly and maintaining temperature daily.
●Order any items running low
Intuit, Tucson AZ February 2021 to October 2021
Back end security
●Check ID submitted and cross-reference to existing information
●Verify all documents provided are processed correctly
●Ensure all business accounts are being accessed by the proper personnel and check permissions
●Worked with other teams to process exceptional cases
●Fix salesforce lightning and classic issues
●Work with team members to ensure all steps of the process are still viable and working properly
Learning A-Z, Tucson, AZ July 2020 To November 2020
Tier 2 Customer Service Agent/ Implementation Support Specialist
●Took inbound calls, Answered Chats, and replied to emails from customers
●Helped with customer retention.
●Assisted teachers, students, and parents with the program online, assisted with Tier 2 Troubleshooting as well as billing and ordering
●Handled customer accounts, and assisted in outreach for accounts that were under 90% rostered and used. Via Phone, Email, and Zoom.
●Had weekly Training for License coordinators, with basic account management, and how to use all their tools and programs.
●Had weekly training for license coordinators on how to locate, read, and access reports for their schools as well as print and download them
●Sent weekly pivot tables keeping track of all work throughout the week
●Assisted customers in creating, uploading, and downloading CSV sheets on Excel.
●Uploaded, created, and maintained CSV sheets for customers.
●Used Service Cloud, SalesForce, as well as other programs to access customer accounts, create cases, update account information, and handle billing issues.
●Used Google suit to create spreadsheets and share information with colleagues
Amazon Warehouse, Tucson, Arizona April 2020 To July 2020
Warehouse Worker, Pick
●Sort merchandise from the warehouse into proper bins and send it down the conveyor to be packed.
Teleperformance, Salt Lake City, Utah November, 2018 to December, 2019
Supervisor/ Customer Service Agent
●Answered incoming calls - an average of 60 per day - resolving any customer issues
●Ensuring a team of 17-20 agents maintained performance, attendance, And customer satisfaction.
●Ensured all team Timesheets were correct and assisted in Workforce management
●Maintained relationships with customers, and helped in retention and billing.
●Ensured retention of employees
●Helped with IT and Troubleshooting and resolution for work-from-home agents
●Assisted with HR-related issues
Coworx Tucson, Arizona June 2018 to November 2018
Customer Service Representative
●Answered incoming calls
●Helped maintain customer satisfaction as well as retention
●Assisted in account management
●Made sales for AT&T and Directv
●Helped customers with billing for ATT and DTV
Afni, Tucson, Arizona June 2017 to June 2018
Customer Service Agent
Answered incoming calls for Verizon Wireless
Ensured all customer needs were met
Helped with billing and sales
Ensured customer retention
EDUCATION, TRAINING AND DEVELOPMENT
Cholla High School 2013
Pima Community College 2016 - Present
US Army 2013 – 2015
Account Management
Customer Retention
Tech Support Tier 1 and 2
SalesForce
Contact this candidate