Carolina Gutierrez
Phoenix,AZ
Summary
Customer service professional with proven track record in delivering exceptional client support. With Over 2 year of consumer experience working Early warning Services with Expertise in managing inbound and outbound calls, ensuring customer satisfaction through effective problem-solving. Known for strong teamwork and adaptability to dynamic environments, coupled with excellent communication and interpersonal skills.
Overview
11
11
years of professional experience
Work History
Consumer Services Universal Call Agent
Early Warning Services LLC
Scottsdale, AZ
04.2023 - Current
- Handled inbound and outbound calls for both the FCRA and SLS departments.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied consumers.
- Helped train new hires for their upocoming goals within company
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Assisted the CAS department by working on and closing cases efficiently and in a timely manner to help meet their team goals.
- Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
- Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.
- Adapted quickly to new software updates and technologies to remain efficient in handling customer queries.
- Increased team morale and performance with regular feedback and constructive criticism.
- Participated in training new hires, sharing best practices and insights to elevate team performance.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
Youth Care Worker
Southwest Key Programs
Phoenix, AZ
07.2022 - 12.2022
- Support individuals dealing with mental and emotional issues.
- Worked with clients to help their reunification process be more efficient.
- Evaluated the youths' needs and outlined measures to address.
- Provided a safe and nurturing environment for at-risk youth through consistent supervision and positive reinforcement.
- Conducted regular safety checks and maintained facility cleanliness, ensuring a secure and hygienic environment for all program participants.
- Delivered crisis intervention services when necessary, addressing urgent concerns promptly while maintaining safety for all involved parties.
- Assisted youth with obtaining resources such as food, clothing and shelter.
Bilingual Customer Care Specialist
The Money Source
Phoenix, AZ
11.2020 - 04.2022
- Received incoming calls and messages and addressed or triaged phone requests.
- Kept up with QA and met monthly Stats by providing excellent customer service to our clients.
- Collect mortgage payments
- Assisted with Mortgage assistance programs to our clients
- Worked with Collections, Single Point Of contact Department alongside with Customer Care.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained and mentored new personnel regarding company operations, policies and services.
- Familiar with MSP software
Certified Swing Manager
McDonald's
Phoenix, AZ
01.2018 - 08.2020
- Maximized quality assurance by completing frequent line checks.
- Trained crew members on how to perform tasks correctly.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction, and maintain long-term loyalty.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
Loan Consultant
Specialized Loan Servicing
Tempe, AZ
01.2014 - 12.2015
- Advised clients on mortgage, education and personal loans.
- Collaborated with other departments to promptly process loan applications.
- Monitored performance of existing loan portfolios to identify and address any issues.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Developed strong relationships with customers through high levels of customer service.
Education
Certification - Medical Assisting
Sanford Brown College
Phoenix, AZ03.2014
High School Diploma -
Copper Canyon High School
Glendale, AZ05.2012
Skills
- Bilingual in Spanish
- Customer experience (6 years)
- Strong problem-solving abilities
- Adapts to changing priorities
- Interpersonal skills
- Team oriented
- Collaborates well with others
- Multitasking and organization
- Goal oriented
- Escalation management
- CRM software proficiency
- Organizational skills
- Documenting information
- Resolving customer issues
- Attention to detail
- Teamwork and collaboration
- Calm and professional under pressure
- Active listening
Accomplishments
Employee excellenece
- April 2025
Employee of the month
- February 2024
- June 2024
FCRA Certification and Onboarding
- March 2024
Grubs with Tubbs
- August 2024
Timeline
Consumer Services Universal Call Agent
Early Warning Services LLC
04.2023 - Current
Youth Care Worker
Southwest Key Programs
07.2022 - 12.2022
Bilingual Customer Care Specialist
The Money Source
11.2020 - 04.2022
Certified Swing Manager
McDonald's
01.2018 - 08.2020
Loan Consultant
Specialized Loan Servicing
01.2014 - 12.2015
Certification - Medical Assisting
Sanford Brown College
High School Diploma -
Copper Canyon High School