Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jaimie Gutierrez

West Haven

Summary

Proven Escalations Specialist with a track record of enhancing team performance and customer satisfaction at America First Credit Union. Expert in escalation management and problem-solving, adept at improving resolution times and customer experience. Skilled in Microsoft Office and teamwork, my role significantly contributed to procedural improvements and stakeholder relationships.

Overview

17
17
years of professional experience

Work History

Escalations Specialist, Compliance

America First Credit Union
09.2016 - Current
  • Assisted in the development of training materials focused on escalation procedures, contributing to enhanced team performance.
  • Improved customer satisfaction by providing timely, empathetic responses to escalated inquiries.
  • Managed high-priority escalations effectively, resulting in reduced time-to-resolution and improved customer experience.
  • Established and maintained strong relationships with key stakeholders within the organization, ensuring a collaborative approach to resolving escalated customer issues.
  • Played an integral role in updating procedures and guidelines related to handling escalations, resulting in clearer expectations for team members and improved overall performance.
  • Provided coaching and guidance to team members on handling difficult customer situations, leading to increased resolution rates.
  • Led efforts to ensure proper follow-up actions were taken after resolving escalated cases, safeguarding against future recurrences of similar issues.
  • Conducted root cause analysis on recurring issues, identifying areas for improvement and implementing necessary changes.
  • Participated in regular meetings with management to discuss trends in escalated cases while proposing strategies for addressing common challenges faced by the team.

Shift Lead

Walgreens
06.2008 - 09.2016
  • Completed store opening and closing procedures and balanced tills.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Maintained a clean and organized work environment, ensuring safety standards were met consistently.
  • Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
  • Trained and mentored new employees to maximize team performance.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Trained new employees on company policies, procedures, and best practices for optimal performance.
  • Helped store management meet standards of service and quality in daily operations.
  • Enhanced customer satisfaction through effective conflict resolution and prompt service.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.

Education

General

Ogden High School
Ogden, UT
06.2008

Skills

  • Microsoft office
  • Sanctions screening
  • Ethics awareness
  • Investigation techniques
  • Financial services
  • Escalation management
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving skills
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Calm and professional under pressure
  • Excellent communication
  • Computer skills

Timeline

Escalations Specialist, Compliance

America First Credit Union
09.2016 - Current

Shift Lead

Walgreens
06.2008 - 09.2016

General

Ogden High School

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Jaimie Gutierrez