ANALYSE M. GUTIERREZ
Eastvale,CA
Summary
Motivational leader and organizational problem-solver with supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
University of California, Riverside
Riverside, CA
02.2023 - Current
- Create and maintain accurate records of billing receivables.
- Analyze student accounts for discrepancies or errors, and resolved any issues promptly.
- Generate monthly invoices and statements for student accounts.
- Reconcile accounts on a regular basis to identify any discrepancies or missed payments.
- Provide bi-weekly enrollment services support via Highlander One-Stop Shop.
Customer Service Representative
Southern California Edison
Rancho Cucamonga, CA
11.2021 - 01.2023
- Handling 80-100 inbound customer calls daily.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Continuous compliance with company policies, objectives and communication goals.
- Assisted customers with various types of technical issues via email, live chat and telephone.
Student Success Coordinator
Rio Hondo College
Whittier, CA
08.2015 - 09.2021
- Presented students with information and resources to promote academic progress.
- Guided students in setting goals and achieving educational objectives.
- Conducted student recruitment through open houses and college fairs.
- Evaluated student needs and developed educational plans, fostering academic progress.
- Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
Behavior Intervention Therapist
Behavior Developmental Strategies, LLC
Riverside, CA
08.2020 - 09.2021
- Maintained a caseload of 10-12 clients ages 3-18 providing both in person and online behavioral healthcare with a progression rate of 83% in one year.
- Compiled Monthly data reports detailing client progression via Google drive, slides and graphs.
- Held weekly briefings with licensed clinical therapists reviewing case details.
- Collaborated with multidisciplinary team to determine effective treatment plans.
- Coached and mentored [5] staff members through constructive feedback to develop long-term career goals.
Paraprofessional/Substitute Teacher
Julia Lee Performing Arts Academy
Lake Elsinore, CA
08.2019 - 08.2020
- Handled clerical duties, managed classrooms and coordinated documents for teachers.
- Trained 3 incoming paraprofessionals.
- Organized and led activities to promote physical, mental and social development.
- Controlled classroom environments with clearly outlined rules and positive reinforcement techniques.
- Facilitated computer lab sessions, supervising such tasks as penetration testing, coding and script creation.
Assistant Manager
JoJo’s Inquisition
Lake Elsinore, CA
06.2016 - 07.2019
- Maintained all operations within state and health safety guidelines.
- Handled administrative responsibilities; scheduling, weekly sales reports, etc.
- Resolved customer issues to their overall satisfaction.
- Recruited and hired qualified candidates to fill open positions.
- Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
Education
Master’s Degree - Education Administration & Policy
University of California
09.2021
Bachelor’s of Arts - Sociology, Education
University of California
06-2019
Skills
- Staff Management
- Leadership
- Strong Interpersonal Skills
- Software Proficiency – (Banner Student Information System, Academic Institute Portal, Wide Area Work Flow, MS Office Suite, Google, Social Media Platforms, and Outlook)
- Customer Service
- Enrollment Services – (Financial Aid, Registrars, Undergraduate Admissions, Student Business Services, Summer Session etc)
- Payment Tracking
- Invoice Processing
- Audit Procedures
Languages
Spanish- Proficient
Timeline
Customer Service Representative
University of California, Riverside
02.2023 - Current
Customer Service Representative
Southern California Edison
11.2021 - 01.2023
Behavior Intervention Therapist
Behavior Developmental Strategies, LLC
08.2020 - 09.2021
Paraprofessional/Substitute Teacher
Julia Lee Performing Arts Academy
08.2019 - 08.2020
Assistant Manager
JoJo’s Inquisition
06.2016 - 07.2019
Student Success Coordinator
Rio Hondo College
08.2015 - 09.2021
Master’s Degree - Education Administration & Policy
University of California
Bachelor’s of Arts - Sociology, Education
University of California