EDNA GUILLEN
Houston,TX
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Houston Food Bank
09.2022 - 06.2025
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Identified and resolved discrepancies and errors in customer accounts.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained staff on operating procedures and company services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Safety Manager
TEXAS TRANSTEEL LLC
08.2017 - 03.2021
- Reduced injuries among personnel with development and implementation of robust safety programs and policies.
- Trained employees in most current regulations and practices in effort to prevent mishaps and promote overall safety.
- Developed and implemented safety programs.
- Facilitated occupational safety meetings and handled inquiries, questions and concerns in terms of training.
OPS MANAGER
FJ TRANSPORT LLC
03.2015 - 11.2016
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Safety Coordinator
FREIGHT TRANSPORT OF AMERICA LLC
09.2014 - 02.2015
- Gathered information, prepared reports, and drafted correspondence related to cases.
- Recommended changes to company culture to improve safety and meet changing demands.
- Recognized, documented, and advised on removal of hazards.
- Inspected worksites, practices, and gear for compliance with established safety standards.
- Designed programs, policies, and procedures that were implemented to reduce or eliminate workplace injuries and hazards.
- Developed new training programs to address performance and knowledge issues.
- Conducted safety audits and investigated plant quality issues.
DISPATCHER
D-STAR TRANSPORTATION
08.2011 - 08.2014
- Directed dispatching, routing, and tracking of fleet vehicles.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Maintained updated and detailed records of calls in physical and electronic database.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Generated reports to track deliveries and maintain proper records and documentation.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Analyzed customer feedback and provided solutions to improve customer service.
Education
High School Diploma -
CE KING HIGH SCHOOL
Houston, TX05-2007
Skills
- Account updating
- Complaint resolution
- Scheduling
- Task prioritization
- Call center operations
- Call handling
- Active listening
- Team collaboration
- Service recommendations
- Multitasking and organization
- Verbal and written communication
- Customer service
Certification
* ADULT MENTHAL HEALTH FIRST AID USA
EFFECTIVE: 09/16/2024
EXPIRATION: 09/16/2027
* CIVIL RIGHTS IN CHILD NUTRITION PROGRAMS
EFFECTIVE: 08/29/2024
EXPIRATION: NO DATE
* CONFLICT RESOLUTION & DE-ESCALATION TECHNIQUES
EFFECTIVE: 04/02/2025
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Houston Food Bank
09.2022 - 06.2025
Safety Manager
TEXAS TRANSTEEL LLC
08.2017 - 03.2021
OPS MANAGER
FJ TRANSPORT LLC
03.2015 - 11.2016
Safety Coordinator
FREIGHT TRANSPORT OF AMERICA LLC
09.2014 - 02.2015
DISPATCHER
D-STAR TRANSPORTATION
08.2011 - 08.2014
High School Diploma -
CE KING HIGH SCHOOL