Fred Gutt
Spring Hill,FL
Summary
Experienced Customer Service Manager and Claims Specialist with over 15 years in the financial services industry, specializing in complex customer interactions, risk management, and regulatory compliance. Proven track record of enhancing customer satisfaction through meticulous attention to detail, strategic problem-solving, and strong leadership abilities. Skilled in managing large teams, optimizing operational efficiencies, and implementing process improvements that contribute to the company's bottom line. Adept at navigating high-stress environments and making critical decisions under pressure. Committed to leveraging extensive knowledge of industry standards and technology to drive business growth and maintain high levels of client trust and loyalty.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Help Desk & Customer Support Specialist
New York Life
04.2021 - Current
- Provided IT support by troubleshooting online applications, resolving account access issues, and ensuring seamless user experience
- Consistently achieved perfect customer service survey scores, reflecting strong commitment to delivering exceptional user experiences and technical solutions
- Handled 50-100 calls daily, ensuring customer satisfaction and timely resolution of technical issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used ticketing systems to manage and process support actions and requests.
IT Support & Customer Service Manager
De Mi Pais
01.2018 - 04.2021
- Led and managed an office of 20 employees, overseeing training in system use and customer service practices for food product purchases
- Implemented tech-driven policies, increasing operational efficiency by 15%
- Acted as primary point of contact for technical troubleshooting, ensuring minimal downtime and maintaining productivity
- Cultivated customer-centric environment, leading to 25% reduction in customer complaints.
- Took ownership of customer issues and followed problems through to resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Customer Support & Technical Specialist
Amscot Financial
10.2016 - 01.2018
- Managed over 200 daily transactions, ensuring technical accuracy and customer satisfaction
- Acted as the go-to person for technical issues, troubleshooting and resolving problems related to Windows systems and other tech breakdowns
- Provided assistance to colleagues in resolving technical issues, ensuring continuity in service delivery.
Banker
Wells Fargo
04.2013 - 10.2016
- Led Transition Team: Played pivotal role in transition from Wachovia Bank to Wells Fargo Bank, leading team responsible for learning Wells Fargo system and training all branches in West Florida to ensure smooth transition
- Fostered strong client relationships and resolved technical queries, leading to a 20% increase in positive feedback
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services using the banks several programs.
Supervisor
Home Depot
06.2009 - 04.2013
- Led team of 10 in providing technical advice and solutions related to paint products and applications.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows increasing sales by 15%.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals
Education
Fred K. Marchman Technical College
New Port Richey, FL05.2009
Skills
- Technical Proficiency: Adept at troubleshooting software issues, providing IT support, and resolving account access problems Familiar with Windows systems, online applications, and tech-driven policies
- Customer Service Excellence: Proven track record of delivering exceptional customer support and technical solutions across diverse industries
- Bilingual: Fluent in both Spanish and English
- Problem Solving: Efficient in diagnosing and resolving issues
- Multitasking & Time Management: Effectively manage multiple tasks to meet deadlines
- Customer Relationship Management (CRM)
- Call Management
- Technical Support
- Staff Training
- Customer Response
- Ticket Management
- Microsoft Word
- Online Chat
- Bug Fixes
- Basic IT Support
- Retail Sales Customer Service
- Payment Processing
- Credit Card Payment Processing
Certification
Life and Annuity License: Authorized to provide advice and sell life insurance and annuity products.
Languages
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
IT Help Desk & Customer Support Specialist
New York Life
04.2021 - Current
IT Support & Customer Service Manager
De Mi Pais
01.2018 - 04.2021
Customer Support & Technical Specialist
Amscot Financial
10.2016 - 01.2018
Banker
Wells Fargo
04.2013 - 10.2016
Supervisor
Home Depot
06.2009 - 04.2013
Fred K. Marchman Technical College
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