Cynthia Guevara
Customer Care Leader
El Paso,TX
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
17
17
years of professional experience
Work History
Manager
ADP
07.2019 - 07.2025
- Change-Management Strategy Leader.
- Proven results-driven leader. Team of the Quarter FY 25 Q2 and Q3 recognition.
- Created and sat on board of Senior Council Initiative.
- Excellent business partner.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
Team Lead
ADP
02.2018 - 07.2019
- Lead the onboarding, training, and mentoring of new hires for El Paso Implementation team.
- Passionate about cross-training of Service associates to Implementation.
- Created power point presentation, visual guides, and communications to ensure the success of all associates flexing resources for Implementation.
- Facilitate TLM/DM Advisory board meetings. Responsible for collecting agenda items and ensuring process improvements are communicated to all sites. Increasing partnership with sales.
- Key contributor to QC best practices.
- Co-Lead of Skill Builders associate development initiative for OneADP El Paso, with current expansion across all OneADP sites.
- Created content for Introduction to Networking Skill Builder. Trained facilitators to deliver sessions through the Engagement Committee initiative in El Paso, New Jersey, and Norfolk.
Implementation Specialist I-III
ADP
09.2015 - 02.2018
- Completed and graduated from the OneADP 2017 Emerging Leader Program.
- Conducted Case-Load reviews for El Paso Implementation teams.
- Initiated and collaborated with leadership team in Norfolk to develop account review process.
- Facilitated monthly De-Escalation Skill builder sessions in the El Paso OneADP site.
B.R.A.S.S. Representative (Billing Repair Advance)
Time Warner Cable
07.2008 - 12.2014
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Education
High School Diploma -
Burges High School
El Paso, TX05-2000
Skills
- Leadership
- Net Promoter Score analysis
- Strong communicator
- Dedicated to Process Improvement
- Conflict resolution proficiency
- Complex Problem-solving
- Team leadership
- Decision-making
- Cross-functional teamwork
- Customer relationship management (CRM)
- Time management
- Staff training and development
Languages
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager
ADP
07.2019 - 07.2025
Team Lead
ADP
02.2018 - 07.2019
Implementation Specialist I-III
ADP
09.2015 - 02.2018
B.R.A.S.S. Representative (Billing Repair Advance)
Time Warner Cable
07.2008 - 12.2014
High School Diploma -
Burges High School
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