KAREN GUERRA
San Antonio,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Associate Customer Success Representative – Banker Coach
Wells Fargo
12.2022 - Current
- Offered high-quality assistance to customers, addressing their inquiries, and resolving issues while ensuring adherence to established work guidelines, policies, and regulations.
- Strive to achieve an average handle time of 330 seconds or less, while maintaining exceptional service quality.
- Conduct research to resolve moderately complex customer problems, including liaising with other departments for comprehensive issue resolution.
- Play a key role in coaching and mentoring new team members and less experienced staff.
Associate Customer Success Representative
Wells Fargo
05.2021 - 12.2022
- Provided exceptional customer support and successfully resolved moderate to complex inquiries or issues regarding financial products and services via phone, achieving a customer satisfaction rating of 95%.
- Expressed empathy while assisting customers, showing understanding and compassion while effectively correcting their issues.
- Thrived in a fast-paced environment with a high volume of calls, demonstrating comfort and proficiency in assisting customers over the phone for extended periods of time.
- Navigated multiple computer systems to research customer needs and offer tailored solutions, effectively multitasking to deliver accurate information and maintaining a high level of customer service.
Retail Associate
Marshalls
09.2020 - 05.2021
- Achieved a 100% accuracy rate in ringing up customer purchases/returns and ensured correct change back, following established operating procedures.
- Successfully promoted credit and loyalty programs during customer interactions, resulting in a 20% increase in program sign-ups.
- Actively participated in store maintenance and cleanliness initiatives, ensuring compliance with all standards throughout the entire store.
Production Associate
Goodwill Industries of San Antonio
06.2019 - 09.2020
- Sorted and priced donated items, garments, and hard lines accurately and efficiently, achieving production targets and maintaining quality standards.
- Ensuring a visually appealing and organized sales floor, leading to an improvement in customer satisfaction.
- Maintained cleanliness and orderliness of aisles, production areas, and facilities by removing debris and obstruction, contributing to a safe and pleasant working environment for the team and customers.
Cashier
Walmart
07.2017 - 06.2019
- Provided efficient and accurate cashiering services in the self-checkout area, ensuring seamless transactions for customers.
- Assisted customers in operating self-checkout machines, answering questions and resolving any issues or concerns promptly.
- Maintained a high level of attentiveness to prevent and resolve any potential errors or discrepancies during the checkout area.
Technical Support Representative
Convergys
09.2015 - 07.2017
- Provided exceptional customer service by assisting customers with cable technical support inquiries and troubleshooting, ensuring prompt resolution of issues.
- Utilized comprehensive product knowledge to guide customers through product setups, installations, and configurations.
- Demonstrated strong problem-solving skills to diagnose and resolve technical issues remotely, minimizing the need for technician dispatches and reducing downtime for customers.
Education
Bachelor of Science - Biology
The University of Texas At San Antonio
San Antonio, TXAssociate of Science - Biology
Laredo College
Laredo, TXSkills
- Microsoft Office (Excel, PowerPoint, Word, Access)
- Customer Support
- Analytical Thinking
- Organizational Skills
- Attention to Detail
- Flexible and Adaptable
Languages
Spanish
Native or Bilingual
Timeline
Associate Customer Success Representative – Banker Coach
Wells Fargo
12.2022 - Current
Associate Customer Success Representative
Wells Fargo
05.2021 - 12.2022
Retail Associate
Marshalls
09.2020 - 05.2021
Production Associate
Goodwill Industries of San Antonio
06.2019 - 09.2020
Cashier
Walmart
07.2017 - 06.2019
Technical Support Representative
Convergys
09.2015 - 07.2017
Bachelor of Science - Biology
The University of Texas At San Antonio
Associate of Science - Biology
Laredo College
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