Joseph Guillen
Fresno,CA
Summary
Inspiring manager with extensive experience in customer service. Over 10 years of experience in leadership roles. Organized and dedicated to streamlining procedures, but above all giving the customer the best service possible. With my experience I became a quality focused Store Manager skilled at providing employees clear guidelines and targeted goals to drive sustained revenue growth, team efficiency and customer loyalty. Knowledgeable about recruiting, hiring, training and motivating qualified teams to meet and exceed objectives. Motivational leader, strategic planner and analytical problem solver with demonstrated record of retail success. I look to grow and learn as opportunities present themselves to gain more experience in my career.
Overview
15
15
years of professional experience
Work History
Store Manager
GameStop
Fresno, CA
09.2013 - Current
- Tracked monthly sales to generate reports for business development planning.
- Managed employee payroll, hiring, termination and training to ensure maximum productivity.
- Answered incoming telephone calls to provide store, products and services information.
- Set up and activated customer accounts.
- Trained new hires on products and services, best practices and protocols.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
- Upheld privacy and security requirements for customer information.
Sales Rep
Toyota
Fresno, CA
01.2011 - 09.2013
- Accomplished yearly quotes for gross sales of new and used vehicles.
- Sold trade-ins and located desirable purchases and vehicle auctions.
- Evaluated vehicles before final pickup to check for damage and completed delivery tasks.
- Filled out paperwork to register vehicles and complete sales.
- Gave detailed information regarding operation of standard and optional vehicle features.
- Answered customer emails and telephone requests for information.
- Met incoming customers at door to guide through showroom and sales lot.
- Worked with customers and sales management to reach price agreements and explain warranty, sales and option package procedures.
Customer Service Agent
Alorica
Clovis, CA
04.2009 - 01.2011
- Managed high-volume of inbound and outbound customer calls.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
High School Diploma -
Bullard High School
Fresno, CA06-2006
Skills
- Recruiting and Hiring
- Problem-Solving
- Decision Making
- 40 hour work weeks (overtime)(holidays)
- Bilingual in Spanish
- Customer Service
- Budgeting
- Computer Savvy
- Communication skills (phone, in person)
- Exceptional Multi-Tasker
- Operating Procedures and Policies
- Calm and Professional Under Pressure
- Maintenance
- Account Management
- Time Management and Payroll
- Payroll
Timeline
Store Manager
GameStop
09.2013 - Current
Sales Rep
Toyota
01.2011 - 09.2013
Customer Service Agent
Alorica
04.2009 - 01.2011
High School Diploma -
Bullard High School