Carolina Guerrero
Roswell,GA
Summary
Bilingual professional with 20+ years of experience in customer service, operations management, and interpretation. Fluent in English and Spanish, with expertise in translating, customer relations, and team leadership. Skilled in delivering seamless communication and efficient solutions to meet organizational goals.
Overview
26
26
years of professional experience
Work History
Operations Management Supervisor
PGA Tour Superstore
Roswell, GA
01.2024 - Current
- Supervise daily operations and team performance to ensure productivity and quality standards
- Coordinate inventory management and order tracking to streamline distribution
- Monitor staff workflows to maximize efficiency and maintain high service levels
Frontline Travel Agent
Aspire Loyalty
Roswell, GA
08.2020 - 11.2023
- Assisted English and Spanish-speaking clients with travel arrangements, offering customized solutions
- Managed secure payment processing and resolved customer concerns calmly and efficiently
- Utilized the Global Distribution System to provide accurate travel options and pricing
Bilingual Customer Service Manager
Sears Roebuck and Company
Tucson, AZ
02.2019 - 07.2020
- Provided guidance on company policies, promotions, and customer service best practices
- Strengthened relationships with peers and management to achieve sales and service goals
- Delivered friendly, knowledgeable service to address inquiries and resolve complaints
Bilingual Customer Service Manager
Republic Services Recycling
Iowa City, IA
04.2013 - 11.2018
- Managed local and national customer accounts, handling service pricing, monthly reporting, and email inquiries
- Provided accurate recycling service information and dispatched drivers as needed
- Supported Spanish-speaking customers through advanced language skills and personalized service
Health Insurance Benefit Administrator
Ceridian
Salt Lake City, UT
08.2011 - 03.2013
- Assisted Spanish-speaking clients with health insurance enrollment and flexible spending accounts
- Delivered clear, accurate explanations of benefit options during open enrollment periods
Universal Customer Service Agent
APAC
Tucson, AZ
06.2006 - 01.2011
- Handled customer inquiries regarding UPS packages, including loss prevention cases
- Trained and supervised new hires, managing a bilingual team of 20
Bilingual Senior Account Manager
Discover Card Financial Services
West Valley, UT
07.1999 - 05.2006
- Provided exceptional service to Spanish-speaking credit cardholders
- Consistently met or exceeded sales quotas for balance transfers and credit card protection programs
- Collaborated with teams to ensure project deadlines were met
Education
Bachelor of Arts - Spanish Language and Literature
University of Iowa
Iowa City, IA05.2017
Skills
- Fluent in English and Spanish
- Translation
- Interpretation
- Customer Service
- Conflict Resolution
- Team Leadership
- Staff Training
- Organizational Management
- Time Management
- Microsoft Office Proficiency
- Detail-Oriented
- Service-Focused
- Global Distribution System Expertise
Timeline
Operations Management Supervisor
PGA Tour Superstore
01.2024 - Current
Frontline Travel Agent
Aspire Loyalty
08.2020 - 11.2023
Bilingual Customer Service Manager
Sears Roebuck and Company
02.2019 - 07.2020
Bilingual Customer Service Manager
Republic Services Recycling
04.2013 - 11.2018
Health Insurance Benefit Administrator
Ceridian
08.2011 - 03.2013
Universal Customer Service Agent
APAC
06.2006 - 01.2011
Bilingual Senior Account Manager
Discover Card Financial Services
07.1999 - 05.2006
Bachelor of Arts - Spanish Language and Literature
University of Iowa