Summary
Overview
Work History
Education
Skills
Timeline
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Deara Guerrero

Washington Township

Summary

Professional with strong background in e-commerce operations and customer experience management. Expertise in optimizing workflows and managing CRM platforms to enhance customer engagement and drive revenue growth. Proven track record in supporting marketing initiatives and analyzing campaign performance across global markets. Recognized for delivering effective solutions and fostering collaboration in high-pressure environments.

Overview

8
8
years of professional experience

Work History

Ecommerce Client Chat Coordinator

Hugo Boss
Manhattan
05.2023 - Current
  • Supported the Global E-Commerce team (~$860M in global net sales) by managing customer, product, and wholesale inquiries, reducing agent response time by 3%; leveraged SAP, SFCC, Consol, Adyen, and Customer Care Cockpit platforms.
  • Created and analyzed customer activity data using Excel to track KPI metrics, including engaged chat time, average order value (AOV), session conversions/revenue, and abandonment rates.
  • Oversaw employee discount requests reporting and email unsubscribe rates via the SFCC Production platform.
  • Enhanced internal processes by developing and presenting updates to Knowledge Base manuals, improving organizational efficiency through PowerPoint-driven communication.

Bilingual Customer Care Representative

Volvo
Mahwah
01.2023 - 05.2023
  • Decreased resolution times by 25% by addressing bilingual customer escalations and enhancing communication protocols.
  • Analyzed customer feedback in collaboration with cross-functional teams to refine service delivery strategies.
  • Trained staff on policy updates to ensure adherence to quality assurance standards.
  • Implemented quality assurance practices designed to improve overall service levels.

Fraud & Risk Associate

FanDuel
Manhattan
10.2020 - 07.2021
  • Conducted risk assessments and fraud investigations with 98% compliance to company standards.
  • Helped reduce fraudulent activity by 13% through collaboration on policy enhancement initiatives.
  • Managed escalated fraud cases with a 95% resolution rate, while optimizing detection processes.
  • Conducted research on current market trends and identified emerging risks.

Customer Operations Representative

FanDuel
Manhattan
08.2019 - 10.2020
  • Reviewed and moderated customer cases to uphold safety and compliance standards.
  • Improved escalation processes, contributing to a 20% reduction in customer issues.
  • Collaborated with internal teams to identify and solve operational inefficiencies.
  • Collaborated with other departments to develop strategies for improving the customer experience.

Sales Associate

New York Yankees
Bronx
02.2017 - 11.2017
  • Increased ticket sales by 25.5% through strategic client engagement and direct marketing.
  • Analyzed sales data to identify trends and adjust sales strategies accordingly.
  • Supported logistics for promotional events, boosting attendance by 20%.
  • Built relationships with external partners to expand sales opportunities and brand visibility.

Education

Bachelor of Science - Journalism

West Virginia University
Morgantown, WV
08-2016

Skills

  • Customer service
  • Data analysis
  • Project management
  • Process improvement
  • Cross-functional collaboration
  • SAP, Consol, Adyen, Microsoft 365
  • Workflow Optimization
  • Customer Engagement
  • Risk & Fraud Prevention
  • CRM Management
  • Training and development
  • Email marketing
  • Customer journey mapping
  • Bilingual

Timeline

Ecommerce Client Chat Coordinator

Hugo Boss
05.2023 - Current

Bilingual Customer Care Representative

Volvo
01.2023 - 05.2023

Fraud & Risk Associate

FanDuel
10.2020 - 07.2021

Customer Operations Representative

FanDuel
08.2019 - 10.2020

Sales Associate

New York Yankees
02.2017 - 11.2017

Bachelor of Science - Journalism

West Virginia University

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