Work Preference
Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Open To Work

Aldercy Guzman

Yorba Linda

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Call Center Customer Service RepresentativeCase Mananger

Work Type

Full Time

Location Preference

On-SiteRemote
Location: Yorba Linda, USYorba Linda, CA
Open to relocation: Yes

Salary Range

$52000/yr - $102000/yr

Summary

Bilingual customer service representative with proven skills in conflict resolution and customer needs assessment. Committed to operational efficiency and enhancing client satisfaction through effective communication and crisis intervention.

Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.

Overview

17
17
years of professional experience

Work History

Call Center Customer Service Representative

Community Action Partnership
11870 Monarch Ave
11.2022 - 04.2026
  • Handled escalated issues professionally, utilizing conflict resolution skills to achieve positive outcomes for customers.
  • Analyzed customer feedback to identify trends, contributing to strategic improvements in service delivery protocols.
  • Maintained up-to-date knowledge of organizational programs and services, effectively addressing diverse client needs.
  • Coordinated with internal departments to ensure seamless service delivery, improving overall operational efficiency.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.

Case Mananger

Shields For Families
Los Angeles, CA
05.2009 - 11.2021
  • Coordinated client services and resources to ensure comprehensive support for families in need.
  • Assessed client needs and developed individualized service plans to address unique challenges.
  • Monitored progress toward goals, adjusting strategies to enhance client engagement and success.
  • Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
  • Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
  • Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.

Education

High School Diploma -

Century High School
Alhambra, CA

Skills

  • FLUENT IN Spanish
  • Data entry
  • Call center customer service
  • Five 9
  • Positive attitude
  • Service recommendations
  • Customer needs assessment
  • Customer service
  • Customer support
  • Customer satisfaction

Languages

Spanish
Native or Bilingual

Timeline

Call Center Customer Service Representative

Community Action Partnership
11.2022 - 04.2026

Case Mananger

Shields For Families
05.2009 - 11.2021

High School Diploma -

Century High School

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Aldercy Guzman