Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Iliana Guzman

Somerset,MA

Summary

Results-driven Sales Support Specialist known for productivity and efficiency in task completion. Skilled in customer relationship management, Regional Sales manager support and sales process optimization. Excel in communication, problem-solving, and adaptability, ensuring seamless support to sales teams and clients alike.

Overview

19
19
years of professional experience

Work History

Sales Support Specialist

Princess House, Inc.
Mansfield, MA
04.2019 - Current
  • 19 years plus experience in Customer Satisfaction & sales.
  • Collaborate on strategies and sales goals for the business in Mexico.
  • Provide one-on-one training and coaching to field members.
  • Conduct and support training via Zoom.
  • Conduct weekly Q&A forums.
  • Collaborate, support, and assist regional sales managers in Mexico. Support and assist the Mexico Customer Satisfaction department.
  • Cross-train US Customer Satisfaction agent to the Mexico Customer Satisfaction team.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Followed-up with sales teams and customers with complex issues to coordinate resolutions.
  • Process customer orders, exchanges, and returns and keep customers informed about progress.
  • Resolve order issues by consulting with appropriate departments.
  • Provide administrative support to the sales team as needed.
  • Adhered to established policies and procedures when handling customer information.
  • Participated in weekly team meetings to discuss strategies for achieving goals.

Customer Satisfaction Team Leader

Princess House, Inc.
Mansfield, MA
03.2014 - 03.2019
  • Conducted regular performance reviews to assess individual team member progress.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Conducted group trainings on new processes or procedures.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.

Customer Satisfaction Representative

Princess House, Inc.
Mansfield, MA
05.2005 - 02.2014
  • Provided customers with helpful information regarding products and services.
  • Resolved customer complaints in a timely manner.
  • Worked closely with other departments such as marketing, sales, and operations to ensure a positive experience for customers.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered incoming calls and emails, providing frontline consultant support or assistance with their orders.
  • Answered inbound calls and emails to facilitate customer service.
  • Developed strong consultant relationships to encourage business growth.
  • De-escalated problematic consultants' concerns, maintaining a calm, friendly demeanor.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Education

GED -

Bristol Community College
Fall River, MA
05-2013

Skills

  • Bilingual in Spanish & English
  • Complaint resolution
  • Sales strategy development
  • Processing payments
  • Team member motivation
  • Professional Demeanor
  • Teamwork and Collaboration
  • Multitasking
  • Customer Satisfaction
  • Professionalism
  • Time Management
  • Self Motivation
  • Excellent Communication
  • Active Listening
  • Problem-solving aptitude

Languages

English
Professional
Spanish
Professional

Timeline

Sales Support Specialist

Princess House, Inc.
04.2019 - Current

Customer Satisfaction Team Leader

Princess House, Inc.
03.2014 - 03.2019

Customer Satisfaction Representative

Princess House, Inc.
05.2005 - 02.2014

GED -

Bristol Community College

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Iliana Guzman