JESSICA GUERRA
Rancho Cucamonga,CA
Summary
Skilled professional knowledgeable about monitoring metrics and maximizing team success in fast-paced settings. Performance- and quality-driven with several years of experience. Natural leadership talent with motivational approach.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service II /Appointment Scheduler
Niagara Bottling LLC
Diamond Bar, CA
08.2021 - 10.2023
- Schedule customer appointments with delivery and pickup times as requested via email, EDI, and telephone
- Make outbound calls to obtain account delivery appointments and special instructions
- Answer incoming telephone calls to provide customers with account and delivery information
- Review and respond to emails to facilitate customer service
- Review account and service histories to identify trends and resolve issues
- Answer customer questions and address concerns resulting in a reduction in customer complaints
- Manage the flow of customers' orders and deliveries
- Run open order and inventory reports on customer accounts
- Check inventory levels and stock availability
- Communicate with sales reps and buyers to help keep stores replenished
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Helped employees understand and follow senior manager orders to support business success.
- Identified areas of improvement within the team's processes and procedures.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Developed strategies to improve productivity and efficiency among team members.
- Assisted in the development of strategic plans for the organization.
- Produced thorough, accurate and timely reports of project activities.
- Provided guidance to subordinates on how to improve their performance and develop new skills.
- Helped employees feel valued and supported on interpersonal, customer and operational issues.
- Cultivated relationships with external stakeholders to ensure alignment with organizational goals.
- Encouraged, empowered and motivated team to accomplish objectives.
Customer Service Technical Support
Charter Spectrum
08.2019 - 08.2021
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor
- Educated customers on special pricing opportunities and company offerings
- Documented customer correspondence in CRM to track requests, problems and solutions
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Provided outstanding service to new and long-standing customers
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Assisted in technical support process refinement to improve customer service and support
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
Customer Service
Flyers Energy
03.2016 - 08.2019
- De-escalate and resolve customer issues.
- Dispatch drivers will process calls for customer orders.
- Received and screened a high volume of internal and external communications, including emails and phone calls.
- Assisted customers with making payments, or establishing payment plans, to bring accounts current.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Grouped and routed deliveries according to designated areas to maintain efficient delivery times.
- Answered customer questions regarding shipments.
- Notified customers of delays to decrease calls to support.
- Communicated frequently with dispatch to relay route changes and delays impacting customer delivery timetables.
- Processed payments by accepting cash, checks, and credit card payments.
- Conferred with dispatch to meet schedule targets, and incorporate changes.
- Answered questions from customers who came in through the company's online chat feature.
- Monitored customer issues to deliver the best resolution course, following the steps involved for appropriate procedures.
- Assisted in the development of strategic plans for the organization.
- Maintained up-to-date knowledge of industry trends, best practices, and emerging technologies.
- Produced thorough, accurate and timely reports of project activities.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Cultivated relationships with external stakeholders to ensure alignment with organizational goals.
- Encouraged, empowered and motivated team to accomplish objectives.
Customer Service
Wells Fargo
11.2014 - 03.2016
- Mastered escrow process, title process, financial transactions, company policies and procedures and regulatory requirements
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action
- Reviewed contracts and waivers to maintain accurate and up-to-date billing
- Prioritized and organized tasks to efficiently accomplish service goals
- Explained mortgage payments to customers in detail, breaking down their payments from insurance, taxes etc
- Explain the type of loan the customer had as many customers were unaware
Customer Service/Escalations Department Supervisor
Best Buy
Chino, CA
10.2013 - 11.2014
- De-escalate and resolve customer issues
- Dispatch drivers, process will call orders for customers
- Received and screened a high volume of internal and external communications, including email and phone calls
- Assisted customers with installation process
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Provided outstanding service to customers by attending closely to concerns and developing solutions
- Grouped and routed deliveries according to designated areas to maintain efficient delivery times
- Answered customer questions regarding shipments
- Notified customers of delays to decrease calls to support
- Communicated frequently with dispatch to relay route changes and delays impacting customer delivery timetables
- Processed payments by accepting card payments
- Conferred with dispatch to meet schedule targets and incorporate changes
- Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures
- Evaluated individual and team business performance and identified opportunities for improvement.
- Assigned work and monitored performance of project personnel.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Communicated regularly with customers regarding their cases, keeping them updated on progress towards resolution.
- Identified potential risks associated with unresolved customer complaints, taking proactive measures when needed.
- Developed and implemented escalations process to ensure customer satisfaction.
- Created reports tracking customer escalations, documenting trends and proposing solutions to reduce future occurrences.
- Maintained a database of all escalated cases, ensuring accuracy of data entry and reporting.
- Trained staff on best practices for handling customer inquiries and escalating them appropriately.
Accounts Payable/Customer Service Tech Support/Return Center
Minka Lighting
05.2008 - 10.2013
- The use of financial software such as QuickBooks, and Excel
- Assisted in collection strategies
- Adept at maintaining positive client relationships and ensuring timely payments
- Successfully negotiated payment plans with clients, resulting in improved cash flow
- Processed invoices accurately and efficiently using QuickBooks
- Collaborated with vendors to resolve payment discrepancies
- De-escalate and resolve customer issues
- Assisted with installation and technical support
- Trouble shot faulty product with customers
- Product knowledge and equipment knowledge
- Place customer orders via EDI or telephone
- Processed accurate and timely returns, maintained detailed reports, and worked closely with the customer service team
- Provided credits and marked items defected, ect
Education
Certificate - Medical Billing And Insurance Coding
United Education Institute
Ontario, CA05-2009
Skills
- Typing speed and precision 45 WPM
- Microsoft outlook, word, and Excel
- Complaint resolution and handling
- Relationship building
- Positive and constructive feedback
- Cross-functional collaboration
Certification
- Real Estate
References
References available upon request.
Timeline
Customer Service II /Appointment Scheduler
Niagara Bottling LLC
08.2021 - 10.2023
Customer Service Technical Support
Charter Spectrum
08.2019 - 08.2021
Customer Service
Flyers Energy
03.2016 - 08.2019
Customer Service
Wells Fargo
11.2014 - 03.2016
Customer Service/Escalations Department Supervisor
Best Buy
10.2013 - 11.2014
Accounts Payable/Customer Service Tech Support/Return Center
Minka Lighting
05.2008 - 10.2013
Certificate - Medical Billing And Insurance Coding
United Education Institute
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