Koti Guerra
Tulsa,OK
Summary
Compassionate and detail-oriented professional experienced in crisis response, client engagement, and service coordination in high-stress environments. Skilled in deescalation, clear communication, and maintaining accurate documentation and reports. Strong ability to build trust, work collaboratively with multiple teams, and help individuals access support and resources. Dedicated to promoting safety, stability, and respectful support for people facing challenging situations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Unarmed Security Officer
River Spirit Casino
Tulsa, OK
11.2024 - Current
- Respond to incidents and assess safety risks in fast-paced environments involving diverse and high-risk populations.
- Utilize crisis intervention and de-escalation techniques to stabilize situations and support individuals in distress.
- Provide direct assistance and guidance to individuals needing help, resources, or direction.
- Maintain accurate and detailed incident documentation and reporting in accordance with organizational standards.
- Coordinate with multiple departments to resolve safety concerns and support effective response.
- Maintain professional, respectful communication with individuals from diverse backgrounds while promoting safety and stability.
Key Holder
Torrid
Owasso, OK
10.2023 - 11.2024
- Supported daily operations and supervised staff while maintaining a safe and inclusive environment.
- Assisted individuals with problem solving and service needs through active listening and solution-focused communication.
- Maintained accurate records, documentation, and operational reports.
- Trained and mentored staff to ensure effective service delivery and professional interactions.
- Managed cash handling processes, maintaining accuracy during transactions and end-of-day reconciliations.
- Collaborated with management to execute visual merchandising strategies that enhanced store presentation.
- Developed staff schedules to optimize coverage during peak hours, improving customer satisfaction levels.
Mobility Loyalty Agent
AT&T
Tulsa, OK
01.2023 - 05.2023
- Provided client support through high-volume inbound communication, resolving complex concerns through active listening and problem solving.
- Utilized de-escalation techniques to manage emotionally charged interactions.
- Maintained detailed case documentation and records while ensuring confidentiality of sensitive information.
- Clearly communicated processes, expectations, and next steps to support client understanding and follow-through.
Sales Agent
Avantive Solutions
Tulsa, OK
07.2022 - 12.2022
- Conducted high volume cold call outreach to initiate contact and engage individuals
- Built rapport quickly and communicated information clearly to support informed decision making
- Used active listening and problem solving to address concerns and overcome resistance
- Provided individualized solutions based on client needs and priorities
- Collaborated in a fast paced team environment to meet communication and service goals
Guest Advisor / Key Holder
Petco
Tulsa, OK
03.2021 - 07.2022
- Assisted individuals with needs assessment and resource-based solutions.
- Supported supervision of operations and staff.
- Maintained organized documentation and safe environments.
- Provided customer-centered service through communication and problem resolution.
- Assisted customers with product selection and care advice for various pets.
- Maintained inventory levels, ensuring timely restocking of pet supplies and food.
- Educated customers on proper pet nutrition and health care practices.
Assistant Store Manager
Spirit Halloween Store
Tulsa, OK
08.2020 - 11.2020
- Assisted in managing daily store operations, ensuring optimal staffing and inventory levels.
- Trained and mentored new team members on sales techniques and customer service standards.
- Implemented effective visual merchandising strategies to enhance product presentation and drive sales.
- Monitored sales performance metrics to identify trends and adjust strategies for improved results.
- Conducted regular inventory audits to maintain accuracy and minimize shrinkage across store operations.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
Customer Service Representative
Lowe's
Tulsa, OK
05.2016 - 04.2020
- Trained new staff on company policies and customer service protocols to ensure consistency in service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed effective merchandising strategies to optimize product placement and increase sales.
- Streamlined replenishment processes, reducing stock discrepancies and improving efficiency.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Processed customer transactions efficiently using point-of-sale systems.
Customer Service Representative
Lowe's
Lebanon, TN
04.2015 - 05.2016
- Resolved customer inquiries and issues efficiently, enhancing overall satisfaction levels.
- Collaborated with team members to streamline processes, reducing response times for customer requests.
- Utilized point-of-sale systems to manage transactions accurately and maintain inventory levels effectively.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
High School Diploma -
Wilson Central High School
Lebanon, TN05-2015
Skills
- Crisis intervention and de-escalation
- Confidential information handling
- Legible report writing
- Coaching and mentoring
- Conflict resolution and problem solving
- Active listening
- CPR certified
- Customer service
- Client relations
- Follow-up skills
- Relationship building
- Problem resolution
Certification
- CPR Certified
- AED Certified
- Valid Driver’s License
Languages
English
Native or Bilingual
Timeline
Unarmed Security Officer
River Spirit Casino
11.2024 - Current
Key Holder
Torrid
10.2023 - 11.2024
Mobility Loyalty Agent
AT&T
01.2023 - 05.2023
Sales Agent
Avantive Solutions
07.2022 - 12.2022
Guest Advisor / Key Holder
Petco
03.2021 - 07.2022
Assistant Store Manager
Spirit Halloween Store
08.2020 - 11.2020
Customer Service Representative
Lowe's
05.2016 - 04.2020
Customer Service Representative
Lowe's
04.2015 - 05.2016
High School Diploma -
Wilson Central High School