Ana Guzman
Chicago
Summary
Adept at managing high-stress situations and resolving customer complaints with empathy, I significantly enhanced loyalty and repeat business at Van Hessen USA. Skilled in data entry and active listening, my collaborative efforts led to surpassing team goals by improving client satisfaction rates.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
Van Hessen USA
12.2000 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
Receptionist
International Flower Inc
06.1997 - 11.2000
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Customer Service Cashier
Churchs Chicken
09.1994 - 06.1997
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated and resolved accounting, service and delivery concerns.
Education
License - Medical Assistant
Illinois Medical Institute
Chicago, IL08.2010
H.S Diploma -
Benito Juarez H.S
Chicago, IL06.1997
Skills
- Data Entry
- Customer Service
- Problem-solving abilities
- Active Listening
- Problem Resolution
- Call center experience
- Money handling abilities
- Complaint Handling
- Microsoft Outlook
- Microsoft Excel
- Order Processing
Timeline
Customer Service Representative
Van Hessen USA
12.2000 - Current
Receptionist
International Flower Inc
06.1997 - 11.2000
Customer Service Cashier
Churchs Chicken
09.1994 - 06.1997
License - Medical Assistant
Illinois Medical Institute
H.S Diploma -
Benito Juarez H.S
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