Hi, I’m
Felicia Guerrero
Corpus Christi,TX
Where there is no struggle there is no strength
Maya Angelou
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
years of professional experience
Work History
Qurate Retail Group
Customer Service Representative
05.2023 - Current
Job overview
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
eBay
Buyer Experience Representative
10.2022 - 05.2023
Job overview
- Assist eBay members with site navigation, account setup and inquiries, payments, and other general questions
- Provide engaging and compassionate customer service within a dynamic call center environment
- Made independent and insightful decisions keeping customer and company needs in mind
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
James Avery
Distribution Returns Clerk
11.2018 - 07.2022
Job overview
- Collaborated with team members to facilitate returns quickly and provide outstanding customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed timely and effective replacement of damaged or missing products.
- Promoted available products and services to customers during service, account management, and order calls.
- Communicated with carrier representatives, arranging for special deliveries and shipment receipts.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
James Avery
Distribution Operator
07.2018 - 11.2018
Job overview
- Verified incoming products and checked delivery totals to keep system records current and accurate.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Sorted and delivered materials to different work areas and staff.
James Avery
Customer Service Representative-Seasonal
03.2018 - 07.2018
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls,chats and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Attended telephone skills and program information training sessions to boost aptitude.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
HEB
Cashier/Customer Service
01.2013 - 08.2016
Job overview
- Greeted customers entering store and responded promptly to customer needs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Used POS system to enter orders, process payments and issue receipts accurately.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Processed refunds and exchanges in accordance with company policy.
- Worked with floor team and managers to meet wide range of customer needs.
Education
Tivy High SchoolKerrville Texas
High School Diploma
05.2013
Skills
- Data Entry/Order entry
- Cold Calling
- Computer Operation
- Case Management
- Account Management
- Microsoft Office
- POS
- Microsoft Excel
- Oracle EBS
- Avaya
- Agent Desktop
- GBI Sorter
- DOS
- Multi-Line Phone Talent
- Professional Telephone Demeanor
- Staff Training
- Computer Proficiency
- Call Center Operations
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Qurate Retail Group
05.2023 - Current
Buyer Experience Representative
eBay
10.2022 - 05.2023
Distribution Returns Clerk
James Avery
11.2018 - 07.2022
Distribution Operator
James Avery
07.2018 - 11.2018
Customer Service Representative-Seasonal
James Avery
03.2018 - 07.2018
Cashier/Customer Service
HEB
01.2013 - 08.2016
Tivy High School
High School Diploma
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