BRYAN GUZMAN
Kansas City,MO
Overview
7
7
years of professional experience
Work History
Lead Customer Experience Consultant
Carmax
Olathe, KS
04.2022 - Current
- Set the tone for team leaders by guiding more than 60 associates.
- Developed associates in sales, customer service, technical knowledge skills, and handling customer escalations.
- Exhibited bold leadership to guide team through innovative processes.
- Created an atmosphere of support and motivation to drive team success.
- Researched and resolved complex issues and appeals to facilitate prompt resolution.
- Identified and reported on utilization patterns to enhance quality of service delivery.
- Coached employees at all levels of the organization on effective communication techniques which ultimately led to better team collaboration.
- Collaborated with cross-functional teams to develop comprehensive strategies for clients' success.
- Provided expert guidance on best practices, leading to improved organizational effectiveness and employee engagement.
Onboarding Lead
CarMax
Olathe, KS
09.2023 - 07.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Bilingual Customer Experience Consultant - Mentoring/Training
CarMax
Olathe, KS
12.2020 - 03.2022
- Utilized online systems like Salesforce and Microsoft Office to address customer inquiries and facilitate online shopping.
- Managed sales operations while optimizing customer satisfaction.
- Handled customer escalations, fostering long-term relationships.
- Leveraged CRM systems to deliver seamless client experiences.
- Focused on enhancing customer experiences to build rapport.
Warehouse Manager
Elite Roofing Supply
North Kansas City, MO
11.2019 - 11.2020
- Contributed to the growth of a new company in the roofing industry.
- Adapted quickly to challenging situations.
- Maintained efficient warehouse operations.
- Coordinated arrival of 4-8 freight trucks during most weekdays.
- Developed inventive approaches to effectively utilize confined spaces.
- Strengthened work ethic and collaboration skills under high-pressure situations.
- Trained inexperienced colleagues to achieve company goals.
- Focused on teaching and engaging with customers to improve service quality.
Warehouse/Helper Clerk
SPEC Roofing
Kansas City, KS
07.2018 - 11.2020
- Joined as warehouse employee and helper, managing various tasks efficiently.
- Enhanced communication by providing translation for non-English speakers.
- Expanded expertise in materials and customer service.
- Engaged with customers through door-to-door communication.
- Used forklifts and pallet jacks to relocate products.
- Operated pallet jacks and material moving equipment to receive and transport items from various warehouse locations.
- Updated daily logs with regular shift activities and incident details.
- Contributed to a 10% increase in warehouse productivity with effective organization and time management skills.
- Collaborated with supervisors to address workflow bottlenecks, implementing strategies to improve efficiency in high-pressure situations.
- Ensured proper disposal of waste materials and adherence to environmental regulations within the warehouse facility.
Timeline
Onboarding Lead
CarMax
09.2023 - 07.2025
Lead Customer Experience Consultant
Carmax
04.2022 - Current
Bilingual Customer Experience Consultant - Mentoring/Training
CarMax
12.2020 - 03.2022
Warehouse Manager
Elite Roofing Supply
11.2019 - 11.2020
Warehouse/Helper Clerk
SPEC Roofing
07.2018 - 11.2020