Jallry Guzman
Auburndale,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Retention Specialist
Spectrum
Auburndale, FL
01.2024 - Current
- Conducted customer service surveys to identify areas of improvement in customer retention.
- Identified potential risks associated with retaining existing customers and developed action plans accordingly.
- Developed strategies to improve customer experience and increase loyalty.
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
Licensed Medicare Sales Specialist
Centerfield
Auburndale
08.2020 - 01.2024
- Assisted clients with completion of applications and paperwork.
- Communicated with people from various cultures and backgrounds on application process.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Skilled at working independently and collaboratively in a team environment.
- Built diverse and consistent sales portfolio.
Technical Support Representative
Asurion
Orlando
02.2019 - 08.2020
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Responded promptly to incoming sales leads and requests for technical support.
- Responded to customer inquiries and provided technical assistance over phone.
Training Facilitator
TTEC
Orlando, FL
07.2014 - 08.2020
- Used diverse teaching materials and motivational approaches to reduce learning gaps and instruct students.
- Identified areas in need of improvement and implemented solutions.
- Facilitated dialogue between participants, program workers to provide best possible program and individualized program.
- Documented class attendance and participation and provided feedback to management.
- Mentored 15-25 employees per month in order to monitor progress in the training curriculum.
- Developed individual results by maintaining policy and procedure resources such as providing one on one coaching.
Education
Associate of Arts -
Valencia College
Skills
- Licensed Health Insurance 240 State of Florida
- Proficiency in Microsoft
- Well-founded verbal and written communication skills Fluent in Spanish and English, both verbal and written
- Goal -oriented individual able to work independently with little or no supervision
- Customer service oriented, open, honest, and empathetic when dealing with people
- Strong leadership and problem-solving skills
Possesses the ability to find solutions and carry out plans successfully - Ability to multitask, work good under pressure, and welcome new challenges
Ability to adjust to new technology quickly - Customer Relations
Timeline
Retention Specialist
Spectrum
01.2024 - Current
Licensed Medicare Sales Specialist
Centerfield
08.2020 - 01.2024
Technical Support Representative
Asurion
02.2019 - 08.2020
Training Facilitator
TTEC
07.2014 - 08.2020
Associate of Arts -
Valencia College