Jessica Gutierrez
San Bernardino,CA
Summary
Results-driven Customer Service Leader with a strong focus on conflict resolution and team collaboration. Enhances customer satisfaction through effective problem-solving and empathetic communication. Manages high-volume interactions while ensuring documentation accuracy, driving operational efficiency, and cultivating positive customer relationships.
Overview
2
2
years of professional experience
Work History
Lead Customer Service Manager
Macy’s
San Bernardino, California
07.2024 - Current
- Lead daily operations within the Returns department.
- Managed team operations, enhancing service delivery and associate performance over one year.
- Coordinated high-volume call handling and service management processes, ensuring effective customer resolution.
- Served as primary contact for team support, addressing customer concerns and facilitating escalations.
- Maintain organization and accuracy while managing high-volume customer interactions in a fast-paced environment.
- Train and support team members on company policies and operational procedures.
- Handled cash register transactions accurately and efficiently.
- Phone communication & scheduling.
Education
GED -
A.B Miller
Fontana, CASkills
- Call center management
- Patient & Customer Support
- Problem Solving
- Multitasking
- Time Management
- Fast-Paced Environment Experience
- Microsoft Office
- Team Collaboration
- Conflict resolution
- Professional empathy
Timeline
Lead Customer Service Manager
Macy’s
07.2024 - Current
GED -
A.B Miller