Johanna Guerra
ocala,FL
Summary
Experienced Administrative Assistant with training in a wide range of office administrations tasks. Able to work under pressure and collaborate with a team. Customer Service Manager with over 10 years of experience specializing in providing outstanding customer service by leading and motivating the team and developing loyalty programs to increase customer satisfaction.
Overview
15
15
years of professional experience
Work History
Interpreter
Language Line Solutions
11.2022 - 08.2023
- Interpreter between a wide range of people with diverse voices, accents, speaking tempos and personalities
- Providing parties with clear and exact interpretations of verbal communication
- Providing interpretations of questions, answers, statements, arguments, explanations and other forms of verbal communication
- Imparting thought, purpose, spirit, emotions and tone of speakers from source language into target language
- Interpreting with no additions or omissions.
- Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
- Maintained message content, tone, and emotion as closely as possible.
- Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
- Enhanced communication between clients and non-English speakers by providing accurate translations in real-time conversations.
- Improved patient outcomes in healthcare settings by facilitating clear communication between medical professionals and non-English speaking patients.
Customer Service Representative
Kemper Auto Insurance
02.2022 - 11.2022
- Answer incoming call center questions about insurance policies and insurance coverage issues, as well as consumer complaints and general inquiries
- Demonstrate accuracy in processing client policy modifications based on the data given
- Verify new customers coverage and present policyholders with proof of insurance paperwork
- Keep track of all customer inquiries and follow up to verify that all questions are answered regarding customer policies
- Stay up to date on new marketing efforts to answer insurance product inquiries utilizing all the resources available
- Handle complaints, present appropriate solutions, and alternatives within the timeframes set, and follow up to ensure that the issue has been resolved.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Catering Assistant
Armark
10.2020 - 02.2022
- Ensuring members deliveries get properly rescheduled when there are carrier failures
- Communicate with operations, transportation and customers as needed to ensure high levels of customer service across supply chain
- Possess very strong communication and customer service skills
- Keep clients posted on the status of their orders
- Maintained strict adherence to food safety guidelines, preventing any potential health risks or violations.
- Offered excellent customer service, addressing client concerns promptly and professionally.
- Maintained professional demeanor under pressure during high-stress situations, contributing to overall success of catered events.
- Delivered catered food and supplies to facility for on-time set-up.
- Demonstrated adaptability when adjusting plans according to last-minute changes or requests from clients.
- Assisted in the preparation and presentation of food, ensuring high-quality standards were maintained.
- Helped chefs prepare and present food to event guests with strong attention to detail and presentation expertise.
- Coordinated closely with other staff members during events for smooth service delivery.
- Collaborated with team members to execute seamless catering events for clients.
- Cleaned and organized kitchen stations to promote team efficiency.
- Provided friendly, courteous service to create memorable moments for guests.
Service Operator/ Administrative Secretary
Optonetic/Tecport Optics
05.2018 - 03.2020
- Perform various optical fabrication processes including polishing, edging, inspections/measurements, and cleaning of optical components
- Set up and maintain processing and metrology equipment
- Adjust machine performance to achieve optimal functionality and processing
- Design, implement, and track marketing goals and plans, including online presence, special events, and media
- Responsible for human resources, office operations, insurance contract negotiation, and billing
- Implement and oversee monthly, quarterly, and annual department budgets.
Staff Manager
Unique Resourcing- Hilton Resort
11.2014 - 04.2018
- Boosted sales performance, coaching team members on effective sales techniques and client relationship management.
- Conducted regular staff meetings to keep team informed of updates, address concerns, and promote open communication channels.
- Managed staff schedules to ensure adequate coverage during peak business hours, reducing overtime costs.
- Coached and mentored team members in company policies and successful strategies.
- Increased overall staff satisfaction by promoting a positive work environment and addressing concerns promptly.
- Implemented performance evaluations for continuous improvement, providing constructive feedback and tailored development plans.
- Championed diversity initiatives in recruitment efforts resulting in a more inclusive workforce that showcased varied perspectives and talents.
- Negotiated contracts with vendors to secure cost-effective services while maintaining quality standards.
- Established measurable performance metrics for evaluating staff effectiveness, streamlining promotions, and resource allocation decisions.
- Improved customer service ratings by implementing targeted staff training programs focused on enhancing client interactions.
- Recognized for outstanding leadership, earning the trust of staff and upper management by consistently delivering results and demonstrating commitment to the team''s success.
- Assisted in creating bi-weekly work schedule for all serving and hosting employees.
- Collaborated closely with other department managers to identify areas of improvement in interdepartmental workflows for better organizational efficiency.
- Monitored staff activities to quickly identify and correct any costly, unsafe or inappropriate behaviors.
Dispatcher/Processor
Atlantic Tower Services
03.2013 - 07.2014
- Assigned service/work schedules for workers per their work field
- Kept accounting records and compiled information on customer's accounts
- Prepared lists of late charges and payments and collated them to be submitted to the collections team for follow-up
- Assessed personnel and client requirements.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
Administrative Secretary
Sky Land Realty Group
08.2009 - 03.2013
- Assisted brokers with events, outings and meetings
- Maintained broker profiles for social media and networking sites
- Coordinated, scheduled, and maintained daily workflow
- Managed contact database and marketing.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Created and updated records and files to maintain document compliance.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Coordinated travel arrangements for staff members.
- Conducted research on behalf of executive staff members as required to support informed decision-making processes within the organization.
- Enhanced office efficiency by organizing and maintaining filing systems, managing correspondence, and scheduling appointments.
- Sorted, opened, and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
Verifications Agent
Tempus Resorts
03.2008 - 07.2009
- Review all submitted package sales, including duplicate prospects, account balance information, qualifications and pricing
- Determine eligibility and establish policies
- Maintained high level of accuracy and confidentiality while processing, completing call logs, and daily reports.
- Balanced multiple priorities by effectively managing time spent on each task; this resulted in consistently meeting strict deadlines and maintaining a high level of productivity.
- Adhered to all regulatory compliance guidelines when verifying sensitive information such as credit history or criminal records, protecting both the company's reputation and individual privacy rights.
- Demonstrated strong problem-solving abilities in addressing complex cases or discrepancies found during document verification processes.
- Cultivated reputation for accuracy and reliability in the verification process by consistently delivering high-quality results that met or exceeded client expectations.
- Actively sought feedback from peers and supervisors on ways to improve personal performance in order to contribute positively to the overall team dynamic.
- Participated in ongoing training sessions to enhance professional knowledge and stay current on industry trends in background screening services.
- Utilized advanced research skills to accurately verify employment, education, and reference information for job candidates.
- Streamlined the verification process for increased efficiency through effective communication with clients and colleagues.
- Supported new hires through mentorship opportunities, sharing expertise in document analysis techniques and workflow management strategies for success in their role as a Verification Agent.
- Assisted with internal audits by reviewing past verifications for quality control purposes, ensuring consistent performance standards across the team.
Education
High School Diploma -
El Redentor
Skills
- Fluent Bilingualism
- Professional ethics
- Cross-cultural communication
- Relationship Building
- Intercultural Sensitivity
- Voice Modulation
- Attention to Detail
- Critical Thinking
- Microsoft Office
- Personnel Supervision
- Decision-Making
Timeline
Interpreter
Language Line Solutions
11.2022 - 08.2023
Customer Service Representative
Kemper Auto Insurance
02.2022 - 11.2022
Catering Assistant
Armark
10.2020 - 02.2022
Service Operator/ Administrative Secretary
Optonetic/Tecport Optics
05.2018 - 03.2020
Staff Manager
Unique Resourcing- Hilton Resort
11.2014 - 04.2018
Dispatcher/Processor
Atlantic Tower Services
03.2013 - 07.2014
Administrative Secretary
Sky Land Realty Group
08.2009 - 03.2013
Verifications Agent
Tempus Resorts
03.2008 - 07.2009
High School Diploma -
El Redentor