Ismael Gutierrez C
Cortland,IL
Summary
Dynamic Customer Service Representative with a proven track record at NIU Health Services, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction and loyalty through effective problem-solving and upselling strategies. Adept at managing high-stress situations while maintaining professionalism, contributing to a positive service culture and team success.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Customer Service Representative
NIU Health Services
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Improved resolution time with effective problem-solving for customer complaints.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
Sales Associate
Dollar General Distribution Center
12.2024 - Current
- Improved operational workflows by identifying areas of inefficiency and implementing appropriate solutions.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Negotiated contracts with suppliers and vendors, securing favorable terms for the company while maintaining strong relationships.
- Oversaw financial operations, maintaining accurate records and ensuring compliance with industry regulations.
- Successfully managed organizational change initiatives, minimizing disruptions to daily operations while achieving desired outcomes.
- Assisted with hiring process and training of new employees.
- Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping.
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Streamlined business processes by implementing new project management tools and techniques.
- Executed business plans to further strengthen and maximize territory sales and profits.
- Coordinated team schedules to keep shifts properly staffed during busy periods.
- Implemented cost-cutting measures, resulting in substantial savings for the organization without compromising on quality or performance.
- Enhanced customer satisfaction levels by implementing an effective feedback system and addressing concerns promptly and efficiently.
- Processed vital documentation, completed forms and obtained appropriate insurance verification and authorization for services.
- Drove revenue growth with targeted sales initiatives, adapting techniques to meet changing market conditions.
- Boosted team morale and productivity by implementing regular feedback sessions and recognizing outstanding performances.
- Fostered strong, enduring relationships with key clients to secure repeat business and referrals.
Business Manager
Wendys
07.2019 - Current
- Improved operational workflows by identifying areas of inefficiency and implementing appropriate solutions.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Negotiated contracts with suppliers and vendors, securing favorable terms for the company while maintaining strong relationships.
- Oversaw financial operations, maintaining accurate records and ensuring compliance with industry regulations.
- Successfully managed organizational change initiatives, minimizing disruptions to daily operations while achieving desired outcomes.
- Assisted with hiring process and training of new employees.
- Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping.
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Streamlined business processes by implementing new project management tools and techniques.
- Executed business plans to further strengthen and maximize territory sales and profits.
- Coordinated team schedules to keep shifts properly staffed during busy periods.
- Implemented cost-cutting measures, resulting in substantial savings for the organization without compromising on quality or performance.
- Enhanced customer satisfaction levels by implementing an effective feedback system and addressing concerns promptly and efficiently.
- Processed vital documentation, completed forms and obtained appropriate insurance verification and authorization for services.
- Drove revenue growth with targeted sales initiatives, adapting techniques to meet changing market conditions.
- Boosted team morale and productivity by implementing regular feedback sessions and recognizing outstanding performances.
- Fostered strong, enduring relationships with key clients to secure repeat business and referrals.
Education
N/A -
Dekalb High School
DeKalb, ILSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Scheduling
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Team development
- Documentation
- Administrative support
- Data collection
- Customer relationship management (CRM)
- Staff training
- Filing
- Dispute resolution
- Product sales
- Product and service solutions
- Multi-line phone talent
- Sales expertise
- Store maintenance
- Recordkeeping strengths
- Account updating
- Account management
- Service upselling
- Office equipment proficiency
- Retail store support
- Stock management
- Document control
- Quality assurance controls
- Shipping and logistics
- Sales closing
- POS systems expert
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Resolved product issue through consumer testing.
- Documented and resolved Issue which led to Results.
- Supervised team of Number staff members.
- Achieved Result through effectively helping with Task.
Certification
- Sales Manager Certificate
- Area of certification Training - Timeframe
- Area of expertise License - Timeframe
- Licensed Job Title - Timeframe
- Sales Essentials Certificate
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Sales Associate
Dollar General Distribution Center
12.2024 - Current
Business Manager
Wendys
07.2019 - Current
Customer Service Representative
NIU Health Services
N/A -
Dekalb High School
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