Summary
Overview
Work History
Education
Skills
References
Timeline
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Claribell Guzman

Oviedo,FL

Summary

A seasoned professional with 9 years of exemplary experience in client and customer service, complemented by a robust technical background. Seeking opportunities to enhance my career by applying my proven track record of effective communication, analytical thinking, and adaptable problem-solving within the world of client services. Bilingual in English and Spanish, I am poised to collaborate seamlessly with a wide range of clients.

Overview

12
12
years of professional experience

Work History

Field Technician

Nielsen TV and Computer Market Research
09.2016 - Current
  • Created trustworthy relations with panelists and adapted to changing environments
  • Managed 85 panelist accounts
  • Coached panel members for effective participation in Nielsen TV ratings
  • Prepared and installed new panelists, collaborated with internal teams
  • Installed proprietary equipment and software on televisions, computers, mobile devices, and routers
  • Traveled for market support and facilitated English/Spanish interactions
  • Visited panelist homes to troubleshot technical issues with Nielsen equipment and software, as well as remotely
  • Utilized CRM Salesforce for scheduling and various proprietary systems
  • Maintained company assets (vehicles, laptop, phone)
  • Oversaw employee performance and increased operational efficiency
  • Established trust with clients by consistently delivering on commitments and providing transparent communication.

Business Banking Officer

Scotia Bank
10.2015 - 09.2016
  • Assisted corporate clients, analyzed documents
  • Liaised between clients and branches to ensure exceptional service
  • Supported clients with local tax payments and provided technical assistance
  • Developed strong market knowledge and increased portfolio revenue
  • Ensuring Compliance with Bank regulations both nationally and internationally
  • Visited corporate and commercial clients to train in online banking for business

Patient Care Coordinator/Shift Supervisor

Advantage Care Physicians
03.2015 - 08.2015
  • Scheduled and cancelled patient appointments using EPIC system
  • Provided information to patients about practice, verified insurance details, and assisted with obtaining referrals
  • Offered excellent patient support, exceeding expectations
  • Ensured agents met company metrics (i.e., QA, CSAT, AHT) and adhered to schedules
  • Registered new patients and accessed medical charts through EPIC system
  • Provided feedback to agents through QA system to enhance performance
  • Managed call queues and ensured timely call answering
  • Collaborated with Medical Director to resolve escalated patient calls
  • Monitored call quality and provided individual constructive feedback to enhance performance
  • Established and oversaw performance targets for call center associates.

Technical Suport Supervisor

Convergys Inc, Western Digital
09.2012 - 09.2014
  • Led technical support for Western Digital hard drives, ensuring world-class customer service
  • Addressed service and support inquiries via email, resolving issues effectively
  • Managed team of 15 agents, enforcing schedules and company metrics
  • Aided with escalated calls, maintaining positive customer feedback
  • Supervised agents, resolving diverse range of technical issues across various systems
  • Created End of Day reports and upheld client relationships
  • Assisted in updating technical support best practices for team use.

Education

Associate of Science - Diagnostic Medical Sonography

Valencia College
Orlando, FL

Associate of Science - Ultrasound Technician

Cambridge Healthcare And Technology
Orlando
06.2025

Skills

  • Analytical mindset with focus on detail and precision
  • Strong communication and interpersonal skills
  • Proficient in Microsoft Office Suite (Excel, Word) and Google Suite
  • Proficient in Windows and MAC OS
  • Familiarity with network systems and their functionalities
  • Proven ability to work autonomously with little to no supervision
  • Capable of using multiple systems and software simultaneously in fast-paced environments
  • Proficient in using, EPIC and Salesforce for scheduling and client management

References

References available upon request

Timeline

Field Technician

Nielsen TV and Computer Market Research
09.2016 - Current

Business Banking Officer

Scotia Bank
10.2015 - 09.2016

Patient Care Coordinator/Shift Supervisor

Advantage Care Physicians
03.2015 - 08.2015

Technical Suport Supervisor

Convergys Inc, Western Digital
09.2012 - 09.2014

Associate of Science - Diagnostic Medical Sonography

Valencia College

Associate of Science - Ultrasound Technician

Cambridge Healthcare And Technology

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Claribell Guzman