Keisha Gutierrez

• Attended staff meetings to assess the agent's needs and potential benefits to the company
• Conducted role play and provided feedback on the progress of agents
• Answered multiple lines and took escalated calls
• Trained agents to assist clients for new and existing accounts
• Created weekly work schedules for new hires
• Evaluated employees for annual reviews conducting Quality Assurance sessions
• Supervised and trained team of employees on regulations and procedures for Quality Assurance.
• Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
• Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
• Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.

• Verified data and processed payments
• Received and verified reservations for customers on and off site
• Answered incoming calls from various entities regarding quality assurance
• Scheduled and confirmed appointments for medical businesses and arranged callbacks from doctors or nurses.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
• Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
• Collaborated with product team to communicate customer feedback, resulting in product enhancements.
• Boosted team morale by consistently recognizing colleagues' contributions and achievements.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.
• Participated in training programs to enhance product knowledge and customer service skills.
• Monitored and train over 15 agents at one time.

• Ensured patrons received good customer service and had a positive experience purchasing tickets
• Utilized customer service techniques, operated box office sales, and participated in various box office operations.
• Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
• Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
• Described product and service details to customers to provide information on benefits and advantages.
• Explained online self-help options to customers to promote additional and after-hours support choices.
• Enhanced customer satisfaction by providing timely and accurate information on products and services.
• Streamlined call handling processes for improved efficiency and reduced wait times.
• Collaborated with team members to achieve monthly sales targets through upselling strategies.
• Participated in ongoing professional development opportunities aimed at enhancing skills pertinent to the role of Customer Services Officer.
• Handled escalated customer concerns with diplomacy and tact, finding agreeable solutions that satisfied both parties.
• Supported colleagues during periods of high demand or staff shortages, displaying a strong teamwork mentality.
• Increased customer loyalty through personalized interactions, building rapport with clients.
• Resolved customer complaints with empathy and professionalism, ensuring repeat business.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responded proactively and positively to rapid change.
• Promptly responded to inquiries and requests from prospective customers.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Managed timely and effective replacement of damaged or missing products.
• Identified and resolved discrepancies and errors in customer accounts.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.

*Oversaw daily operations of the office, communicated with department heads, scheduled service calls, maintained payroll information, and resolved payroll discrepancies.

• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
• Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
• Streamlined office operations by implementing efficient filing systems and organizational strategies.
• Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
• Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
• Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
• Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
• Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
• Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
• Facilitated smooth office relocations by meticulously planning and coordinating all aspects of move.
• Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
• Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
• Enhanced communication within office by implementing centralized digital messaging platform.
• Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
• Increased customer satisfaction by developing effective client feedback system that led to service improvements.
• Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
• Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
• Optimized office space utilization, leading to more efficient and productive work environment.
• Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.