Henson Guardado
Norfolk,VA
Summary
Highly motivated individual with discipline, focus and extremely detail oriented. Able to direct partner teams towards a common goal through situations and deadline critical initiatives. Effective and energetic with extensive experience in the Customer Service industry.
Overview
11
11
years of professional experience
Work History
Specialist
Apple
10.2019 - 11.2023
- Have excellent time management skills and can make decisions quickly.
- Maintain composure and customer focus while troubleshooting and solving issues.
- Follow confidentiality with customer information when accessing account information.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Followed all company policies and procedures to deliver quality work.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
Shipt Shopper
Shipt
08.2019 - 01.2021
- Communicate inventory to customers in a professional manner when needed.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Deliver orders in a timely and professional manner
- Have great customer service skills
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Freelance Transcriptionist
Rev.com
08.2019 - 01.2020
- Transcribe audio files to text with minimal errors in a timely and professional manner.
- Reviewed and edited transcribed reports and corrected material for spelling, grammar, and clarity.
- Reviewed completed reports for proper formatting, grammar, and sentence structure.
- Strived to deliver transcribed documents to appropriate personnel on time to increase chances of future collaboration.
Sales Representative
Carousel Nissan
10.2018 - 04.2019
- Acquire and retain knowledge on all vehicles in inventory and be able to present them to customers
- Learn vehicle pricing and location
- Be able to present features vehicles.
Assembly Line Operator/OFS
Rockwell Collins
08.2017 - 09.2018
- Inspect circuit boards thoroughly for part damage or misplacement
- Operation of circuit board assembly line
- Keep detailed log of part shortages and document specific issues encountered for every job.
Fermenter Ops
Grain Processing Corp
10.2016 - 08.2017
- Acquire and deliver test samples to laboratory
- Thorough walkthrough 3k area for leaks/damages to report.
Service Banker
MidWestOnc Bank
11.2015 - 09.2016
- Assist customer over the phone with bank inquires
- Redirect customer to proper service channels.
Supervisor/Team Leader
Convergys Co
10.2012 - 10.2015
- Managed/directed a team of up to 31 direct reports towards meeting critical deadlines and meeting company/partner SLA
- Coached individuals on customer/peer communications in English and Spanish
- Coached individuals on how to present sales opportunities to customers
- Acting Trainer (5 months)
- Train trainees with all material required for all clients (Multiple under one account)
- Train on how to properly meet SLA's per client
- Demonstrate workflow
- Keep trainees up to date on recent changes for new vs legacy customers.
- Monitored workflow to improve employee time management and increase productivity.
Education
West Liberty High School
West Liberty, IA05.2010
Skills
- 10 years of face to face and over the phone customer service experience
- 3 years of supervisor experience
- Fluent in English and Spanish
- Vendor experience and knowledge of vender partner business interactions
- Process Improvement
- Analytical Thinking
Timeline
Specialist
Apple
10.2019 - 11.2023
Shipt Shopper
Shipt
08.2019 - 01.2021
Freelance Transcriptionist
Rev.com
08.2019 - 01.2020
Sales Representative
Carousel Nissan
10.2018 - 04.2019
Assembly Line Operator/OFS
Rockwell Collins
08.2017 - 09.2018
Fermenter Ops
Grain Processing Corp
10.2016 - 08.2017
Service Banker
MidWestOnc Bank
11.2015 - 09.2016
Supervisor/Team Leader
Convergys Co
10.2012 - 10.2015
West Liberty High School
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