GUADALUPE SOLIS VICERA
Phoenix
Summary
Personal Care Aide with experience assisting clients with mental or physical disabilities in completing daily tasks.
Professional with solid foundation in logistics and warehouse operations, ready to contribute effectively. Proven track record in maintaining efficiency, ensuring timely deliveries, and optimizing workflow. Strong focus on teamwork and adaptability, dependable in meeting shifting demands. Skilled in handling physical tasks, operating machinery, and maintaining safety protocols.
Overview
27
27
years of professional experience
Work History
Preloader
UPS Freight
Phoenix, AZ
12.2024 - Current
- Staged completed cartons and pallets at dock doors.
- Operated forklifts and other equipment to move pallets and boxes to staging area.
- Used RF scanners to scan staged carton and palette labels for proper inventory management.
- Pre-staged loading dock for assigned trailer and set up scanners for loading of all items assigned to his or her assigned loads.
Bilingual CSR
Maximus Call Center
Phoenix, AZ
01.2024 - Current
- Provided bilingual customer support, addressing inquiries and resolving issues efficiently.
- Utilized CRM systems to track interactions and maintain accurate customer records.
- Collaborated with team members to enhance service delivery and streamline processes.
- Conducted training sessions for new employees on effective communication techniques.
- Implemented feedback mechanisms to improve customer satisfaction and service quality.
- Analyzed performance metrics to identify areas for process improvement and development.
- Established best practices for handling complex issues, enhancing team problem-solving capabilities.
- Resolved complex issues by leveraging bilingual skills to understand customer needs and provide effective solutions.
- Provided comprehensive product information, addressing customer concerns effectively in their preferred language.
- Served as a valuable resource for new hires, sharing best practices for navigating cross-cultural interactions successfully within a CSR role.
- Managed escalated cases proficiently, using advanced negotiation skills to maintain positive relationships with clients who spoke either English or Spanish fluently.
- Contributed to a positive work environment with strong collaboration between team members in a bilingual call center setting.
- Improved overall efficiency by translating company documents and communications for non-English speaking staff members.
- Assisted colleagues with language barriers, fostering teamwork and cooperation across the department.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Caregiver
Arion Care Solutions, LLC.
Chandler, AZ
10.2020 - Current
- Increased patient satisfaction by assisting people with personal tasks like dressing and walking
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures
- Ran errands for customers, including grocery shopping and other essentials
- Drove people to doctor's appointments and other errands
- Evaluated the overall performance of the client and suggested changes to the care plan's objectives
Shift Manager
Burger King
Phoenix, AZ
05.2008 - 08.2019
- Provided a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues
- Actively sought out opportunities for personal growth and development
- Was in charge of overseeing and directing the processing of all merchandise and shipments
- Responded to customer calls in a timely and professional manner
- Sourced and interviewed candidates for management to assess their suitability and readiness for the position
- Was in charge of answering customer questions about merchandise and pricing
- Maintained a calm demeanor throughout periods of high volume or unusual events in order to keep the store running smoothly and set a good example for the shift team
- Suggested alternatives when a product was out of stock
- Used interpersonal communication skills to improve the customer experience and add value to each interaction
- Checked the building on a regular basis to ensure that maintenance and cleaning were up to code and regulations
- Worked closely with team members to schedule breaks and shifts to comply with state regulations
- The store, including the checkout desk and displays, was cleaned and organized by me
- Was in charge of training back-up associates and leading crew members in managing storefront operations
Jewelry Department Manager & Clothing dept manager
Kmart Store
Phoenix, AZ
06.1999 - 09.2006
- Collaborated with [Type] customers to determine their needs and deliver [Type] service
- Appraised finished products and unmounted gemstones using pricing guidelines, market knowledge, stone grades, and rarity to produce appraisals
- Solved [Type] issues, improved operations, and provided excellent customer service
- Had an excellent attendance record and was always on time for work
- Thoroughly inspected and cleaned jewelry items in order to assess expected durability and construction quality
- Answered [Number] calls per [Timeframe] to help customers with their questions and concerns
- Oversaw the delivery of [Type] project by [Type] team, which resulted in [Result]
Education
High School -
North High School
Phoenix, AZ01.1999
Skills
- Patient privacy and confidentiality
- Verbal and written communication skills
- First Aid and CPR certification
- Data entry
- Lifting [Number] pounds
Accomplishments
- Documented and resolved [Issue] which led to [Results].
- Collaborated with team of [Number] in the development of [Project name].
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
Spanish, Bilingual or Proficient (C2)
English, Bilingual or Proficient (C2)
Timeline
Preloader
UPS Freight
12.2024 - Current
Bilingual CSR
Maximus Call Center
01.2024 - Current
Caregiver
Arion Care Solutions, LLC.
10.2020 - Current
Shift Manager
Burger King
05.2008 - 08.2019
Jewelry Department Manager & Clothing dept manager
Kmart Store
06.1999 - 09.2006
High School -
North High School