Annie Guerrero
Dacula,GA
Summary
Customer Support Specialist with a proven track record in resolving complex software and hardware issues, enhancing user satisfaction at Horizon Software. Demonstrated leadership and empathetic communication skills have led to improved team efficiency and strengthened customer relations. Proficient in multitasking and conflict resolution, excelling in fast-paced environments to drive significant enhancements in support and service delivery.
Overview
14
14
years of professional experience
Work History
Pet Care Professional
Fur’st Choice Pet Care
04.2024 - Current
- Managing consultations with customers
- Engaged in creating a close bond between me and the family pet/pets
- Creating weekly schedules for pet sitting visits
- Administered medication needed for individual pets
Customer Support
Horizon Software
07.2023 - 02.2024
- Assisting MyPaymentsPlus customers with their student/staff accounts
- Providing hands on training through chat support and incoming calls
- Handling ticket queue and troubleshooting issues
Community and Tech Support
Accushield
02.2022 - 04.2023
- Providing quality support for senior living communities
- Manage incoming phone calls and email inquiries
- Handling ticket queue and troubleshooting issues
- Trained users on how to operate components and systems
- Troubleshot and diagnosed problems to accurately resolve wide ranged technical issues
- Explained technical information in clear terms to non-technical individuals to promote better understanding
Technical Support
McGraw Hill
06.2021 - 10.2021
- Assisted customers on McGraw Hill’s educational products K-12
- Investigated and resolved issues
- Able to adapt to new technology for personalized learning
- Excelled at communication skills with internal customers at all levels
Sales Associate
Helzberg Diamonds
11.2020 - 05.2021
- Assisted customers to find the perfect jewelry for a significant other or themselves
- Inspected and cleaned all jewelry
- Processed new merchandise in the system
- Contacted customers about their inspection details
Customer Service Representative
Long Term Care LLC
08.2018 - 12.2018
- Learned to read and navigate insurance policy language
- In charge of communicating customer’s policy benefits to the customer and what was included in their personal coverage
Authorized Retail Specialist
Verizon Wireless, Cellular Sales
10.2013 - 03.2014
- Technical Support for Verizon Wireless customers
- Helped set up and personalize customer’s devices
- Managed customer accounts and bill payments
- In charge of inventory daily
Wireless Sales Expert
Wireless Advocates
08.2010 - 09.2013
- Lead part-time sales associate by volume
- Technical support for cellular customers
- Learned and used customer management systems for Verizon Wireless, T-Mobile, Sprint, and AT&T
- Helped set up devices for customer’s personal usage
- In charge of organizing/finalizing each sale’s paperwork
Education
Associate of General Studies - Arts and General Studies
University of North Georgia
Diploma - Class of 2008
Mill Creek High School
Skills
- Leadership
- Issue resolution
- Customer communication and empathy
- Organizational skills
- Resolves software and hardware issues
- Good Telephone Etiquette
- Conflict resolution
- Multitasking Abilities
- Data entry
Accomplishments
- Demonstrated excellent communication and patience by effectively assisting customers with new program features
- Collaborated with a team to develop a new product feature and recorded a live demonstration for internal training purposes
References
References available upon request.
Timeline
Pet Care Professional
Fur’st Choice Pet Care
04.2024 - Current
Customer Support
Horizon Software
07.2023 - 02.2024
Community and Tech Support
Accushield
02.2022 - 04.2023
Technical Support
McGraw Hill
06.2021 - 10.2021
Sales Associate
Helzberg Diamonds
11.2020 - 05.2021
Customer Service Representative
Long Term Care LLC
08.2018 - 12.2018
Authorized Retail Specialist
Verizon Wireless, Cellular Sales
10.2013 - 03.2014
Wireless Sales Expert
Wireless Advocates
08.2010 - 09.2013
Associate of General Studies - Arts and General Studies
University of North Georgia
Diploma - Class of 2008
Mill Creek High School