Frances Guerrero
Hemet,CA
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
19
19
years of professional experience
Work History
Instructional Aide
Hemet Unified School District
Hemet, CA
03.2023 - Current
- Oversaw students in the classroom and common areas to monitor, enforce rules, and support the lead teacher.
- Applied specialized teaching techniques to reinforce social and communication skills.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Provided support to help students with special needs learn and grow.
- Supported student learning objectives through personalized and small-group assistance.
- Provided support during classes, group lessons, and classroom activities.
- Collected classroom materials to help teachers prepare for daily instruction and activities.
- Organized materials in classroom spaces based on lecture plans, activity stations, or other requirements outlined by teachers.
- Monitored student behavior in classes for unsafe or rule-breaking concerns.
- Copied, organized, and distributed classroom assignments, or other paperwork.
- Guided students to follow along with the teacher's lesson plan, as well as helping them to understand assignments.
- Helped students with learning disabilities learn and understand classroom lessons.
- Worked one-on-one with struggling or special education students requiring additional support.
- Provided individualized instruction in small groups or one-on-one settings to improve academic performance.
- Monitored classroom behavior and provided positive guidance techniques when needed.
- Facilitated small group activities and discussions to enhance student comprehension.
- Resolved minor student conflicts and facilitated positive peer interaction.
- Assisted teacher in working with students to complete assignments.
- Established positive individual relationships with students, helping build confidence and self-esteem.
- Supervised students during classroom activities and transitions.
- Assisted in maintaining filing systems to ensure easy access to documents.
- Performed general clerical duties such as photocopying, faxing, mailing.
Customer Service Call Center Representative
Starcrest Call Center
Perris, CA
04.2011 - 01.2013
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Educated customers on company systems, form completion and access to services.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Communicate professionally with colleagues, freelancers and clients.
- Investigated and resolved accounting, service and delivery concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Effective liaison between customers and internal departments.
- Provided ongoing guest service.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Accurately received credit card payments over the phone for customer orders.
- Proficiently handled high call volumes while maintaining quality service standards.
- Provided detailed information about products and services as requested by customers.
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers.
- Met performance goals and call center metrics in fast-paced performance setting.
- Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement.
- Managed multiple tasks simultaneously while adhering to strict time constraints.
- Performed outbound calls to follow up on customer inquiries and account statuses.
- Provided exceptional customer service to clients in fast-paced call center environment.
- Utilized problem-solving techniques to resolve customer complaints in a timely manner.
- Communicated with clients and vendors through phone and email correspondence.
- Managed front desk operations such as answering phones and responding to emails.
- Maintained a professional demeanor while interacting with internal and external customers via phone or email.
- Monitored incoming messages on voicemail system ensuring prompt response times.
- Greeted and directed visitors to the office.
- Provided customer service, addressing inquiries and resolving issues promptly.
- Answered and directed phone calls to appropriate staff members.
- Managed daily office operations and maintained a clean and efficient workspace.
- Maintained confidentiality of sensitive information and documents.
Manager
Payless Shoesource
Hemet, CA
03.2009 - 04.2011
- Welcomed guests with friendly conversation and knowledgeable support.
- Handled monetary transactions with precision while following company policies and procedures.
- Kept clean, organized, and well-stocked checkout areas.
- Accomplished multiple tasks within established timeframes.
- Answered incoming calls to handle product concerns and customer questions.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Ability to type efficiently and accurately with minimal errors.
- Completed customer orders to meet strict specifications.
- Verified customer contents against paperwork to minimize errors.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Developed and maintained relationships with customers and suppliers through account development.
- Conducted monthly inventories of raw materials and components on the work floor.
- Maintained inventory by checking in deliveries, pricing items, and stocking merchandise.
- Verified incoming shipment quality, documentation and quantities, refusing unacceptable cargo.
- Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Helped store prepare for upcoming events, promotions, and weekly ad pricing.
- Maintained positive work relationships with fellow employees, vendors, and supervisors.
- Mentored and trained new employees on company policies and procedures.
- Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.
- Assigned, prioritized, and delegated tasks and responsibility to departmental employees.
- Oversaw multiple projects simultaneously and ensured tasks were efficiently completed.
- Collaborated with staff to develop and carry out processes.
- Communicated plans and actions to meet departmental goals.
- Delegated tasks, freeing up time to focus on higher-value activities.
- Maintained accurate records of all incoming shipments including quantity received, date received.
- Took inventory or examined merchandise to identify items needing replenishment or reordering.
- Labeled and organized inventory items in staging areas according to quantity, size, or type of material.
Cashier
CVS
Moreno Valley, CA
06.2008 - 02.2009
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Answered phone calls from customers with concerns and questions while efficiently operating the cash register.
- Collected and authorized payments of guests.
- Worked closely with the shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Completed inventory counts and ordered merchandise.
- Reviewed weekly sales ads and monitored price changes.
- Performed cash, card and check transactions to complete customer purchases.
- Operated a cash register to record transactions accurately and efficiently.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Used a POS system to enter orders, process payments and issue receipts.
- Demonstrated product features, answered questions, and redirected objections to highlight positive aspects.
- Set up new sales displays each week.
- Maintained cleanliness of the checkout area by cleaning counters, shelves and windows.
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.
- Built and maintained positive working relationships with co-workers.
- Helped restock shelves when necessary to maintain an organized display area.
Cashier
Longs Drug Store
Hemet, CA
04.2006 - 06.2008
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offering advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Provided information regarding charge accounts and loyalty programs.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Managed timely and effective replacement of damaged or missing products.
- Effective liaison between customers and internal departments.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Collected and returned non purchased or returned items to correct shelf locations and arranged displays to promote sales.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Provided ongoing guest service.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
Education
COMPLETED COURSEWORK TOWARDS HIGH SCHOOL -
HEMET HIGH SCHOOL
CACOMPLETED COURSEWORK TOWARDS ASSOCIATES DEGREE - LIBERAL ARTS - MATHEMATICS & SCIENCE
MOUNT SAN JACINTO
CASkills
- Customer Support
- Efficient
- Organized
- Detail-Oriented
- Task prioritization
- Data Entry and Maintenance
- Inventory management
- Building Customer Trust and Loyalty
- Order and Refund Processing
- POS Systems and Ordering Platforms
- Clear and Concise communication skills
- Calm and Professional Under Pressure
- Upbeat and Positive
References
- Davine Trujillo, Administrative Assistant II, (951) 392-0461, Trujilld@emwd.org
- Laura Zamora, Associate Vice President of Human Resources, (951) 634-5974, jlzamora90@verizon.net
- Shirelle Contreras, Operations Manager, (951) 743-1710, shirellemarie13@gmail.com
Timeline
Instructional Aide
Hemet Unified School District
03.2023 - Current
Customer Service Call Center Representative
Starcrest Call Center
04.2011 - 01.2013
Manager
Payless Shoesource
03.2009 - 04.2011
Cashier
CVS
06.2008 - 02.2009
Cashier
Longs Drug Store
04.2006 - 06.2008
COMPLETED COURSEWORK TOWARDS HIGH SCHOOL -
HEMET HIGH SCHOOL
COMPLETED COURSEWORK TOWARDS ASSOCIATES DEGREE - LIBERAL ARTS - MATHEMATICS & SCIENCE
MOUNT SAN JACINTO