Charlotte Gutierrez
Deltona,FL
Summary
Accomplished Customer Service and Human Resources Manager with a proven track record at companies like Cruise Services, enhancing customer satisfaction and employee performance. Expert in complaint resolution and staff training, I've significantly improved operational efficiency and team cohesion. Skilled in CRM software and adept at fostering strong customer and employee relationships, my strategic approach has consistently driven positive outcomes.
Overview
27
27
years of professional experience
Work History
Customer Service Manager
South Central Atlantic LLC
2020.03 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
Customer Service Manager
Cruise Services
2010.10 - 2020.01
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Addressed potential cancellations and offered catered solutions to retain accounts.
Human Resources Manager
Carroll Ames
1997.08 - 2009.09
- Motivated employees through special events, incentive programs, and constructive feedback.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Organized and led staff orientation programs and training to promote collaboration.
- Maintained company compliance with local, state, and federal laws, in addition to established organizational standards.
- Coordinated employee grievances and disputes in timely and professional manner by finding constructive solutions.
- Processed employee claims involving performance issues and harassment.
- Motivated employees through special events and incentive programs.
- Recruited top talent to maximize profitability.
- Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
Education
Associate of Business Administration - Business Administration And Management
Northwest State Community College
Archbold, OH05.2004
High School Diploma -
Bryan High School
Bryan, OH05.2001
Skills
- Call Center Operations
- Sales Promotion
- Complaint resolution
- Quality Assurance
- Training and mentoring
- Handling Escalations
- Account Management
- Technical Support
- Schedule Coordination
- Call Monitoring
- Employee Scheduling
- Customer Relations
- Decision-Making
- Quality Assurance Controls
- CRM Software
- MS Office
- Training programs
- Customer Relationship Management (CRM)
- New Hire Training
- Sales proficiency
- Staff Management
- Staff Training
- Problem-Solving
- QA
- Schedule Management
- Budgeting and finance
Timeline
Customer Service Manager
South Central Atlantic LLC
2020.03 - Current
Customer Service Manager
Cruise Services
2010.10 - 2020.01
Human Resources Manager
Carroll Ames
1997.08 - 2009.09
Associate of Business Administration - Business Administration And Management
Northwest State Community College
High School Diploma -
Bryan High School
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