Jazmin Guillen
Germantown
Summary
Resilient professional experienced in high-pressure environments and handling sensitive information. Skilled in multitasking, rapid decision-making, and maintaining composure under stress. Strong leadership and customer service expertise, currently advancing in Crime Scene Investigation.
Overview
13
13
years of professional experience
Work History
Service Manager
MemberCar
Rockville
06.2017 - Current
- Oversaw daily operations and staff scheduling to enhance customer service quality.
- Resolved customer complaints through effective communication and problem-solving skills.
- Collaborated with sales teams to align services with customer needs and expectations.
- Enhanced customer satisfaction ratings by addressing complaints and implementing effective solutions.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Coached and supported employees, contributing to low turnover rates.
- Created written estimates and obtained customer consent to proceed.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Coordinated communication between service department and other divisions to streamline operations.
- Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
- Processed claims by reviewing documentation and verifying information accuracy.
BP Service station
RMA
Rockville
04.2013 - 06.2017
- Managed daily operations of gas station, ensuring smooth service delivery.
- Achieved high customer satisfaction by resolving problems with knowledgeable, friendly service.
- Supervised and trained staff to enhance customer service skills.
- Providing excellent customer service by assisting customers with product selection and answering inquiries in a timely manner.
- Handled customer inquiries and resolved issues promptly and professionally.
- Implemented safety protocols to maintain a secure environment for customers and staff.
- Maintained compliance with regulatory requirements for fuel safety standards.
- Oversaw inventory management, ensuring fuel and merchandise availability.
- Coordinated maintenance of fueling equipment to ensure operational efficiency.
- Developed schedules for staff, optimizing coverage during peak hours.
- Monitored gas prices to maintain competitive positioning.
- Ensuring that all store areas are clean, safe, and properly stocked with necessary items.
- Collaborated with diverse coworkers to achieve goals and resolve product and service-related issues.
- Proposed innovative ideas and solutions that improved team collaboration and efficiency.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Training new employees on safety protocols and operational processes related to running a gas station.
Education
Certificate - Crime Scene Investigation
University of Maryland Global Campus
Hyattsville, MDSome College (No Degree) - General Studies
Montgomery College
Rockville, MDSkills
- Expert in Dealertrack DMS
- Customer service
- After-sales support
- Inventory management
- Service quality management
- Parts management
- Reporting and documentation
- Staff management
- Staff supervision
- Employee supervision
- Conflict resolution
- Problem resolution
- Team collaboration
- Schedule management
- Work planning
- Multiple priorities management
- Cost estimates
- Estimating and quoting
- Communication skills
- Critical thinking
- Time management
- Office administration
- Trustworthy and honest
- Positive attitude
- Staff motivation
Languages
Spanish
Native/ Bilingual
Timeline
Service Manager
MemberCar
06.2017 - Current
BP Service station
RMA
04.2013 - 06.2017
Certificate - Crime Scene Investigation
University of Maryland Global Campus
Some College (No Degree) - General Studies
Montgomery College