Summary
Work History
Education
Skills
References
Timeline
Generic

Jennifer Guzman

Katy,Tx

Summary

Dependable and self-motivated professional with more than 11 year of customer service experience managing multiple tasks simultaneously. Able to adapt and learn new skills that will allow me to grow and expand. I am seeking an opportunity where I can contribute to bring great success.

Work History

Peer to Peer QA Coach

Valor Global
11.2023 - Current
  • Utilized data from audits and closely examined recorded calls to detect patterns and accurately identify areas in need of improvement.
  • Deliver continuous guidance and advice to peers during one-on-one coaching sessions.
  • Documented positive outcomes of sessions, observed and recorded behaviors, and identified key takeaways for coaching.

Remote Customer Service Representative/ Specialist

Valor Global
  • Perform/handle high volume of inbound and outbound customer communications via phone.
  • Update Program Database accurately
  • Appropriately handle challenging and unique customer situations in accordance with company's standards
  • Identify and escalate data or program specific issues to appropriate level of management
  • Meet or exceed key performance standards and quality objectives
  • Work as an integral part of the operations team; contributing to the department's ability to consistently meet and exceed Contact Center performance goals
  • Responsible for multiple programs and working cross-functionally through program.

Retail Sales Lead

T-Mobile
  • Provide a positive experience for all customers that come into store based on all needs
  • Recommend and offer tailored packages and products for customers
  • Explain and demonstrate all lines of business, equipment and billing procedures
  • In charge of retaining customer seeking to fully disconnect or downgrade service
  • Effectively and efficiently enter data into billing system
  • Handle money and process cash, and credit card payments as well as daily deposits and change orders
  • Achieve and exceed all sales goals and other goals set forth by management
  • Coordinate and lead huddles that include the whole team of peers with documented recaps
  • Provide peer to peer coaching based interactions with customers to ensure standards and procedures are being met.

Education

High School Diploma -

Westbury High School
Houston, TX
01-2013

Some College (No Degree) -

Houston Community College
Houston, TX

Skills

  • Bilingual
  • Excellent verbal communication skills
  • Strong written communication skills
  • Exceptional customer service skills
  • Proficient problem-solving abilities
  • Advanced troubleshooting skills
  • Accurate data entry
  • Knowledgeable in customer service protocols
  • Excellent organizational skills
  • Adept in multitasking
  • Able to think proactively
  • Superb interpersonal skills
  • Ability to learn quickly
  • Excellent time management skills
  • Proficient in customer service software
  • Ability to work independently
  • Exceptional computer skills
  • Ability to work well under pressure
  • Positive and empathetic attitude

References

  • Dislainys De Armas, (832) 213-9600
  • Marilyn Hernandez (832) 670-7706

Timeline

Peer to Peer QA Coach

Valor Global
11.2023 - Current

Remote Customer Service Representative/ Specialist

Valor Global

Retail Sales Lead

T-Mobile

High School Diploma -

Westbury High School

Some College (No Degree) -

Houston Community College

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Jennifer Guzman