Ana Laura Guerrero
Hawthorne,USA
Summary
Dynamic customer relations professional with extensive experience at Merle Norman Cosmetics Inc. Proven ability to enhance customer satisfaction through effective problem-solving and CRM software expertise. Recognized for achieving performance metrics while managing high call volumes. Strong time management and communication skills drive successful collaboration and service delivery improvements.
Overview
12
12
years of professional experience
Work History
Studio Relations and Customer Care Representative
Merle Norman Cosmetics
Los Angeles, CA
08.2017 - 08.2025
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Educated clients about product features, resulting in increased sales and brand awareness.
- Collaborated with team members to streamline order processing and improve service response times.
- Maintained accurate records of customer interactions using CRM software to ensure data integrity.
- Trained new representatives on best practices for customer engagement and conflict resolution strategies.
- Analyzed customer feedback to identify trends, contributing to improvements in service delivery protocols.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and backed up other customer service managers.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Identified and resolved discrepancies and errors in customer accounts.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
Assistant Technical Designer
Topson Downs
Culver City, CA
11.2016 - 07.2017
- Developed technical specifications for garment production processes.
- Collaborated with design teams to ensure alignment on product vision and standards.
- Coordinated sample development and facilitated timely feedback loops with vendors.
- Reviewed fit samples and provided recommendations for adjustments to improve quality.
- Led cross-functional meetings to streamline communication between design, production, and merchandising teams.
- Linked silhouettes to style numbers in system, maintaining highly accurate and current records.
- Coordinated the tracking of sample garments from initial request through final approval stages, ensuring timely delivery at each step of the process.
- Helped logistics team create UPC layouts, carton labels and packing slips.
- Managed multiple projects simultaneously, meeting deadlines and maintaining high-quality work standards.
- Developed strong relationships with internal team members, fostering a positive and collaborative work environment.
- Reviewed sample garments for adherence to specifications, providing feedback for necessary adjustments as needed.
- Worked closely with designers, production staff and merchandising team members.
- Prepared specifications for prototypes and communicated with suppliers about fabrics.
Front Desk Receptionist
Hooman Hyundai
Inglewood, CA
01.2014 - 01.2017
- Greeted and assisted clients, ensuring exceptional customer service in high-volume environment.
- Managed multi-line phone system, directing calls to appropriate personnel efficiently.
- Coordinated appointment scheduling for service department, optimizing workflow and customer satisfaction.
- Maintained organized front desk area, enhancing operational efficiency and professionalism.
- Processed customer inquiries and concerns, demonstrating problem-solving skills and adaptability.
- Implemented improved filing system for client records, increasing accessibility and accuracy of information.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Implemented more efficient mail distribution system, ensuring timely delivery of correspondence to staff.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Education
Some College (No Degree) -
El Camino College
Torrance, CAHigh School Diploma -
Lloyd High School
Lawndale, CASkills
- Microsoft Office
- Customer relations
- CRM software
- Time management
- Multitasking and organization
- Adaptability and flexibility
- Verbal and written communication
- Salesforce CRM
Languages
- English, Proficient
- Spanish, Proficient
Timeline
Studio Relations and Customer Care Representative
Merle Norman Cosmetics
08.2017 - 08.2025
Assistant Technical Designer
Topson Downs
11.2016 - 07.2017
Front Desk Receptionist
Hooman Hyundai
01.2014 - 01.2017
Some College (No Degree) -
El Camino College
High School Diploma -
Lloyd High School