Guadalupe Gastelum Castro
Phoenix,AZ
Summary
Experienced Customer Service Supervisor bringing [3] years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
7
7
years of professional experience
Work History
Customer Service Supervisor
Solera Inc “Acquired Spireon”
04.2020 - 09.2024
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.12
- Awarded Silver Stevie for Excellence in Customer Service by the American Business Award for Achievements in Customer Satisfaction for the following years: 2021, 2022, 2023.
- Drove 15% gain in NPS score ( from 70's to high 80's) and received 85% more NPS surveys ( from low 2000's to high 4000's) through incentive program creation, case handling process improvement and calls flow.
- Increase NPS scores from 70's to 80's and introduced the NPS Closed loop process for detractor surveys.
- Created Saleforce dashboards and reports so I have view to the data, instead of waiting for the Workforce Analyst to send data.
Customer Service Representative
Spireon Inc “Acquired Spireon”
12.2019 - 04.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Concentrix
04.2019 - 12.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Sales Representative
Payless Shoe Source
04.2017 - 07.2017
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Collaborated with marketing department to align sales strategies with new campaigns.
Education
High School Diploma -
South Mountain High School
Phoenix AZ05.2018
Skills
Problem-Solving
Time Management
Customer Service
Team Building and Leadership
Training and mentoring
Team Development
Positive and Constructive Feedback
Work Prioritization
Decision-Making
Handling Escalations
New Hire Training
Call Monitoring
Quality Assurance
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Collaborated with team of Salesforce in the development of Call Drivers identification.
Languages
Spanish
Professional Working
Timeline
Customer Service Supervisor
Solera Inc “Acquired Spireon”
04.2020 - 09.2024
Customer Service Representative
Spireon Inc “Acquired Spireon”
12.2019 - 04.2020
Customer Service Representative
Concentrix
04.2019 - 12.2019
Sales Representative
Payless Shoe Source
04.2017 - 07.2017
High School Diploma -
South Mountain High School
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