Hugo Gutierrez
Wichita
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
24
24
years of professional experience
Work History
Customer Service Manager
Textron Service Center
05.2019 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Researched and corrected customer concerns to promote company loyalty.
- Created and reviewed invoices to confirm accuracy.
Assembly and Installation
Cessna Aircraft Company / Textron
02.2000 - 05.2019
- Used established assembly instructions to complete jobs quickly, accurately, and with zero errors.
- Followed protocols to enhance protection and maintain safe work environment.
- Assembled components with minimal supervision, exceeding expected project milestones.
- Performed visual and functional inspection of components to determine quality and identify defects.
- Trained and mentored new employees to apply best practices on assembly line operations and comply with procedures and regulations.
- Streamlined production process to maximize safety and productivity.
- Monitored production to determine adherence to schedule and minimize delays.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Trained new employees, instructing each in use of machinery, standard operating procedures and company policies.
Education
Bachelor of Science - Human Resources Development
Friends University
Wichita, KS05.2012
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Manager
Textron Service Center
05.2019 - Current
Assembly and Installation
Cessna Aircraft Company / Textron
02.2000 - 05.2019
Bachelor of Science - Human Resources Development
Friends University
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