Briana Guerra
Orlando
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Experienced with guiding students to achieve their academic and personal goals. Utilizes motivational strategies and personalized coaching to enhance student success. Strong understanding of creating supportive and engaging environments for all students.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
14
14
years of professional experience
Work History
Work from Home
Risepoint
02.2026 - Current
- Provided student-focused coaching and support through inbound and outbound phone, email, and chat communications.
- Guided prospective and current students through enrollment, onboarding, and academic support processes using strong coaching and motivational communication skills.
- Delivered personalized coaching to help students navigate academic goals, program options, and student resources.
- Assisted students with resolving account issues, application questions, and service concerns in a professional and solution-oriented manner.
Work from Home
Full Sail University
Orlando, FL
10.2022 - 01.2026
- Behaved as a Full Sail University ambassador by embracing the university’s unique educational model while delivering student-centered coaching, professionalism, integrity, and exceptional customer service.
- Fielded and serviced prospective students through compliant, customer-service-oriented interviews, using coaching and relationship-building skills to guide qualified candidates through the admissions and enrollment process.
- Accurately and thoroughly explained educational programs, expected outcomes, student services, and financial considerations while providing supportive coaching to students, parents, and internal and external clients.
- Conducted outreach with prospective students regarding verification and discovery phases, providing consistent follow-up coaching to help students meet deadlines and remain engaged throughout the enrollment process.
- Maintained accurate student records, dialer dispositions, and workflow updates within Salesforce and other systems while documenting student interactions and coaching communications effectively.
Work From Home
BCA Financial Services
06.2022 - 09.2022
- Environment where there is a high volume of phone calls supporting customers to resolve moderate to complex inquiries regarding their healthcare services.
- Navigate multiple computer systems as you research customer needs and offer solutions.
- Regularly engage with management to receive and give feedback for our continued growth together.
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
In office / Work from home
Valencia College
Orlando, FL
10.2019 - 04.2022
- Scheduled appointments and maintained calendars while providing student support and coaching to ensure timely communication and organization.
- Scheduled and coordinated staff meetings and other events while assisting with student support initiatives and administrative coaching needs.
- Collated and distributed mail and important communications in a timely and organized manner to support daily operations and student services.
- Prepared professional communications, including memos, emails, invoices, reports, and correspondence, while delivering responsive student support and coaching assistance.
- Administered travel arrangements and budget-related tasks while maintaining accuracy, organization, and a student-centered support approach.
- Maintained office supply inventory by monitoring stock levels, anticipating needs, and placing and expediting orders to support staff efficiency and student support operations.
- Provided administrative support, coaching, and guidance to students and staff by answering questions, directing inquiries, and ensuring a positive service experience.
University of Central Florida
Orlando, FL
08.2016 - 10.2019
- Delivered high-level student support and coaching to prospective UCF Online students, fostering engagement, confidence, and academic readiness.
- Responded to student inquiries regarding UCF Online requirements, policies, academic programs, registration, enrollment, and payment processes with a student-centered coaching approach.
- Utilized phone, email, chat, and virtual communication methods to maintain consistent student engagement and build supportive coaching relationships with prospective students.
- Guided and coached students through university systems, including undergraduate and graduate admissions applications, Salesforce, myUCF (PeopleSoft), email platforms, and Webcourses@UCF (Canvas).
- Provided personalized coaching and guidance to help students understand university expectations, navigate processes, and remain informed of student responsibilities and deadlines.
- Collected and maintained student data while coaching eligible applicants through enrollment and admissions processes.
- Supported student success initiatives by delivering timely responses, maintaining strong communication, and exceeding established customer service and performance standards.
- Demonstrated strong interpersonal, motivational, and coaching skills while helping students overcome barriers and progress toward enrollment goals.
Capel Services
Orlando, FL
10.2015 - 08.2016
- Responsible for providing live telephone captioning for our customer's telephone conversations for the deaf and hard of hearing community.
- Listening to phone conversations and vocally repeating the conversation back, as it happens.
- Consistently maintain a high level of accuracy and speed.
- Utilize a keyboard by typing proper corrections and other words as necessary.
- Maintain the CapTel Call Centers quality standards for accuracy and speed.
- Monitor technical issues on calls and report to appropriate staff.
Applied Concepts
Lake Mary, FL
01.2015 - 10.2015
- Educate clients on the importance of customer service and sales processes.
- Listen to recorded calls with customers, so they can hear their concepts being used in action.
- Grade those calls accurately according to the provided grading sheet.
- Communicate professional and grammatically correct comments as needed when training.
- Organize an amount of calls and computer work.
- Exhibit strong customer service skills in dealing with customers.
- Work efficiently in a high energy and fast paced environment.
- Computer Based.
Starchild Academy
Oviedo, FL
02.2014 - 01.2015
- Assisted Lead Teacher in planning out each day.
- Worked and interacted with young children ages 1-4.
- Organized daily tasks.
- Worked well with others.
- Lead the class when the Lead Teacher was away.
- Interacted with parents regarding children.
- First aid and CPR certified.
Universal Studios
Orlando, FL
09.2013 - 02.2014
- Conducted sales in a professional and efficient manner.
- Managed cash registers and processed payments.
- Communicated in a friendly and helpful manner with customers.
- Identified and solved customer needs.
- Worked efficiently in a high energy and fast paced environment.
- Excellent ability to work with children excited to be at universal.
Macys
Orlando, FL
08.2012 - 12.2012
- Handled all customer service issues including refunds incorrect orders and customer inquiries.
- Often met and exceeded sales customer service loyalty program standards.
- Strong adherence to loss prevention control and compliance procedures.
- Communicated effectively and efficiently with customers, peers, and management.
- Worked well on own as well as on teams when needed.
Buy Buy Baby
Altamonte Springs, FL
06.2012 - 08.2012
- Helped prepare for the grand opening of the store, tagging items, and preparing inventory.
- Made customers feel welcome and comfortable in the store by acknowledging them with a friendly and aesthetic smile.
- Ensured a quality product was delivered to every customer by editing, uploading, and printing registry according to the companies’ standards and procedures.
Education
Associate of Arts -
Valencia College
OrlandoSkills
- Quick Learner
- Dependable and responsible
- Flexible and adaptable
- Critical thinking
- Organizational skills
- Highly motivated to learn new things
- Strong computer skills, multitasking, leader skills
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving
- Attention to detail
Timeline
Work from Home
Risepoint
02.2026 - Current
Work from Home
Full Sail University
10.2022 - 01.2026
Work From Home
BCA Financial Services
06.2022 - 09.2022
In office / Work from home
Valencia College
10.2019 - 04.2022
University of Central Florida
08.2016 - 10.2019
Capel Services
10.2015 - 08.2016
Applied Concepts
01.2015 - 10.2015
Starchild Academy
02.2014 - 01.2015
Universal Studios
09.2013 - 02.2014
Macys
08.2012 - 12.2012
Buy Buy Baby
06.2012 - 08.2012
Associate of Arts -
Valencia College