Jesus Guerra
Sacramento,CA
Summary
Results-driven professional with extensive experience in managing service desk operations and leading training initiatives. Skilled in problem-solving, collaboration, and improving support processes, contributing to enhanced customer satisfaction and operational efficiency.
Overview
1
1
Language
7
7
years of professional experience
Work History
Home Depot Associate
Home Depot
Elk Grove, California
05.2025 - Current
- Assisted customers with selecting items and answering questions about products. As a HD Coach, I train new associates in paint dept, showing them the different tiers of paint and how it meets their product need.
- Managed service desk operations and prioritized support tickets effectively.
- Provided technical assistance to users via phone, email, and chat channels.
- Developed knowledge base articles to enhance user self-service capabilities.
- Monitored service desk performance metrics and identified areas for improvement.
- Ensured compliance with company policies and best practices in customer support.
- Managed escalations from customers or other departments within the organization.
- Led the development of training programs designed to improve efficiency in resolving customer queries.
- Maintained up-to-date knowledge of IT systems, technologies, services, and products used by the organization.
- Served as an escalation point for critical issues requiring immediate attention.
- Monitored tickets, tracked progress, and responded to customer inquiries in a timely manner.
- Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
Service Desk Lead
Home Depot
Visalia, California
08.2023 - 05.2025
Paint Pro Specialist
Home Depot
Bakersfield, California
01.2020 - 08.2023
Skills
- I am certified to operate the following equipment: order picker, pacer, reach truck, electric ladder, electric palette jack, and fork lift
- phone orders and online ordering
- contractor and DIY customer paint color matching orders online and in store
- order fulfillment
- garden associate
- flooring associate
- merchandise execution team
Languages
Spanish
Native/ Bilingual
Timeline
Home Depot Associate
Home Depot
05.2025 - Current
Service Desk Lead
Home Depot
08.2023 - 05.2025
Paint Pro Specialist
Home Depot
01.2020 - 08.2023