Summary
Overview
Work History
Education
Skills
References
Timeline
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Angelica Gutierrez

Angelica Gutierrez

Bolingbrook,IL

Summary

Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations. Known for effectively leading teams to enhance productivity, efficiency, and overall customer satisfaction.

Overview

13
13
years of professional experience

Work History

Customer Service Lead

DRF Trusted Property Solutions
Plainfield, IL
02.2020 - 02.2025
  • Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
  • Monitored team performance against set targets and KPIs.
  • Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Implemented company processes to effectively resolve customer service issues.
  • Reviewed, updated, and uploaded processes for the team.
  • Completed weekly 1-on-1s with assigned representatives.
  • Listen to representatives' calls for teaching opportunities and/or acknowledge the excellence of the call.

Customer Service Representative

First Advantage
Bolingbrook, IL
12.2018 - 11.2019
  • Reviewed all needed components of the applicant's background, which was completed.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Contacted applicants for required actions.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Developed strong relationships with customers by providing personalized assistance and support.

Customer Service Representative

Capital One
Rolling Meadows, IL
06.2012 - 12.2018
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Answered customer inquiries via phone, email, and chat.

Fraud Prevention Representative

Chase Bank
Elgin, IL
01.2018 - 11.2018
  • Reviewed customer accounts for suspicious activity and identified fraudulent transactions.
  • Monitored account activities for irregularities and unauthorized access.
  • Provided guidance on how best to protect customers from becoming victims of fraud or identity theft.
  • Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
  • Responded quickly to customer inquiries regarding suspected fraud incidents.
  • Documented investigative findings in customer accounts.
  • Assisted with training staff on best practices for spotting fraudulent behavior and responding appropriately.
  • Participated in group discussions with team members to develop new ways to combat fraud.

Education

High School Diploma -

Plainfield Central High School
Plainfield, IL
05-2003

Some College (No Degree) -

Joliet Junior College
Joliet, IL

Skills

  • Customer service
  • Team leadership
  • Performance monitoring
  • Conflict resolution
  • Process improvement
  • Customer relationship management
  • Training and development
  • Problem solving

References

References available upon request.

Timeline

Customer Service Lead

DRF Trusted Property Solutions
02.2020 - 02.2025

Customer Service Representative

First Advantage
12.2018 - 11.2019

Fraud Prevention Representative

Chase Bank
01.2018 - 11.2018

Customer Service Representative

Capital One
06.2012 - 12.2018

High School Diploma -

Plainfield Central High School

Some College (No Degree) -

Joliet Junior College

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Angelica Gutierrez