Katherine Guzman
El Paso,TX
Summary
Highly motivated, responsible individual with Managerial, Supervisory, Sales, Merchandising, Inventory Control, Administrative, Personnel Management, Problem Solving Resolution, and Customer Service Skills. Computer Literate. Focused on excellence in job performance and teamwork to obtain optimal results. Thrive on new challenges and results-oriented. Excellent interpersonal, communication, and organizational skills. Verbal and written communication skills in English and Spanish.
Overview
16
16
years of professional experience
Work History
CTA IV/State Lead for MA, FL and AL./Trainer/Team lead
ADP/CDK–CVR-Dealer Services
08.2011 - Current
- Apply diagnostic utilities to aid in troubleshooting; Apply basic concepts in new situations
- State Certified for MA, FL, AL and Crux, Remote Account Executive –assist clients virtual with troubleshooting and installations of software
- Evaluate documented resolutions and analyze trends for ways to prevent future problems; Strong Technical aptitudes
- On site and field training on software and soft skills for new agents
- Demonstrates the technical ability and analytical skills necessary to train 25 CTA’s
- Current role is to ensure proper computer operations so that end users can accomplish organizational tasks
- This includes receiving, prioritizing, documenting and actively resolving end user help requests
- Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level
- Follow up and make scheduled call backs to customers where necessary; correspondence with customers and representatives
- On-site and Field training for new agents and customers
- Regarded as a Subject Matter Expert in the following states: CA, FL, WI, IL, MD, VA, PA, IN, CT, MI, NY, NC and MN
- Ensure that clients were always updated with new state regulations and be in state compliance
- Ensuring that all fellow CTA’s, Team leads, Supervisors, and Account Executives are well informed with all state changes and regulations and being point of contact for any questions or concerns
- Consistently maintains over 90% in all metrics including First Call Resolution, Call Recording and Vision
- Handled Escalations effectively and accurately with defects through to R & D
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Identify and learn appropriate software and hardware used and supported
- Knowledge of basic computer hardware
- Experience with desktop operating systems including Windows XP, Windows 7 and 8, and Mac OS X
- Extensive application support experience
- Working knowledge of a range of diagnostic utilities
- Good understanding of the organization's goals and objectives
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
- Strong documentation skills
- Fun committee, employment engagement, project management, drive performance/ initiative
Customer Service/Advocate/Bilingual/Projects Lead/Prepaid
Verizon Wireless
01.2017 - 10.2021
- Apply diagnostic utilities to aid in troubleshooting; problem-solver, salesperson, device technician, solving customer challenges
- Resolve clients device, billing, and service concerns
- Effectively escalate issues to appropriate departments
- Create open cases report and update once closed
- Develop and maintain customer and support staff relationships
- First point of contact to provide rapid-response, using multiple support channels including, phone, email and/or live chat functionality
- Utilize internal resources to research both technical and software based issues to determine a long lasting resolution to resolve customer issues
- Collaborate with peers across departments evaluating and developing solutions
- Motivational lead, including statistic contests, recognition boards, and business events
- Prepaid Pilot – March thru June 2018
Internet Customer Representative/Trainer
AT&T
07.2008 - 08.2011
- Trained and teach new representatives all skills required to effectively do required job duties
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients
- Research required information using available resources
- Identify and escalate priority issues per Client specifications
- Accurately process and record call transactions using a computer and designated tracking software
- Stay current with system information, changes and updates
- Proper phone etiquette
- Ability to speak and write clearly and accurately
- Demonstrated proficiency in typing and grammar
- Knowledge of relevant software computer applications and equipment
- Knowledge of customer service principles and practices
- Effective listening skills and Multi-tasking capabilities
- Willingness to co-operate with others and work to the greater good
- Exemplary Attendance and Punctuality
Education
Associates Of Arts - Accounting , Business And Economics
El Paso Community College
El Paso, TX07.2022
Skills
- Windows, Mac/OS
- PC Assembly, Troubleshooting, General Computer Repair and Wireless Network Installation
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Customer Service/Advocate/Bilingual/Projects Lead/Prepaid
Verizon Wireless
01.2017 - 10.2021
CTA IV/State Lead for MA, FL and AL./Trainer/Team lead
ADP/CDK–CVR-Dealer Services
08.2011 - Current
Internet Customer Representative/Trainer
AT&T
07.2008 - 08.2011
Associates Of Arts - Accounting , Business And Economics
El Paso Community College