Summary
Overview
Work History
Education
Skills
Multi-media artist
Timeline
Generic

Laura Guerra

Edinburg,Tx

Summary

Resourceful collaborative leader. With history of astute Call Center, general customer service, and experienced substitute teaching professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer, employer and student objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery, proven multitasking abilities and computer literacy skills. Committed to maintaining professional relationships to increase profitability and business/company needs.

Overview

4
4
years of professional experience

Work History

Manager on Duty

Kame House Novelties
Edinburg, TEXAS
06.2021 - 10.2021
  • Initiated plans to improve customer relations, quality standards and service efficiency.
  • Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
  • Adhered to owners guidelines to maintain total compliance.
  • Set goals for the business and supported fellow employees in meeting expectations.
  • Handled employee-related issues to improve performance, professional conduct and attendance reliability.
  • Trained employees in essential job functions.
  • Gave recommendations in hiring and trained new employees, demonstrating best methods for serving clients and guests.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Prepared a variety of different written communications, reports and documents to ensure smooth operations.
  • Delivered feedback to decision-makers regarding employee performance and training needs.
  • Occasionally adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Recorded inventory sales into organization's weekly income report.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
  • Achieved or exceeded financial goals on regular basis by controlling expenses, and regulating inventory usage.

Substitute Teacher, K-5, High School

ECISD
Edinburg, Tx
09.2016 - 06.2017
  • Managed student behavior Aided students with classwork Leave teacher notes with comments regarding student behavior
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.
  • Took over class for regular classroom teacher, managing assignments, student needs and recordkeeping.
  • Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
  • Upheld classroom routines to support student environments and maintain consistent schedules.
  • Supervised lunchroom and recess activities.
  • Developed rules and set goals to maintain order in classroom.
  • Proctored class and state assessments for students. Each classroom held up to 25-35 students.

CSR/ Online Banking Associate/ Emails & Chats

Atento
Pharr, Tx
10.2015 - 08.2016
  • Provided primary customer support to internal and external customers.
  • Navigated customers in mobile bank application step by step.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered constant flow of customer calls with minimal wait times.
  • Managed over 50 calls per day.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Provided information regarding charge accounts and loyalty programs.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recorded actions taken, issues resolved and grievances information to effectively manage customer accounts.
  • Cross-trained and backed up other customer service managers.
  • Executed wire transfers, stop payments and account transfers.
  • Worked flexible hours; night, weekend, and holiday shifts.

Substitute Teacher, High School

ECISD
Edinburg, TEXAS
09.2014 - 06.2015
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.
  • Took over class for regular classroom teacher, managing assignments, student needs and recordkeeping.
  • Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
  • Took notes and prepared reports on school day activities to provide to primary teacher.
  • Assigned, explained and graded homework.
  • Proctored class and state assessments for students. Each classroom would have between 20 to 30 students.

Sales Associate

JCPenney
Edinburg, Tx
06.2013 - 04.2014
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Loaded and unloaded merchandise using ladder and pallet jack.
  • Solved customer challenges by offering relevant products and services.
  • Completed orders and organized product deliveries to meet customer timetables.
  • Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
  • Maintained records related to sales, returns and inventory availability.
  • Provided positive first impressions to welcome existing, new and potential customers.
  • Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
  • Answered customer questions regarding sizing, accessories and proper care for merchandise.
  • Processed product returns and assisted customers with other selections.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
  • Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
  • Managed over 50 calls per day.

Cashier

Dairy Queen
Edinburg, Tx
06.2012 - 06.2013
  • Wiped counters and sanitized equipment to maintain clean food prep and dining areas.
  • Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
  • Moved and stocked food products weighing up to 30 pounds.
  • Greeted customers promptly and took orders to keep flow of traffic moving.
  • Prepared variety of foods according to customers' orders or supervisors' instructions by following approved procedures.
  • Performed shift change tasks each day to keep store neat and running smoothly.
  • Examined trays to check contents for required items and complete orders.
  • Reduced customer wait times by quickly operating customer window and sales register.
  • Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
  • Replenished condiments, beverages and supplies while maintaining cleanliness of service areas.

Education

High School Diploma -

Edinburg High School
Edinburg, TX
06.2011

Skills

  • Computer Proficiency
  • Multitasking and Prioritization
  • De-escalation Techniques
  • Data Entry and Maintenance
  • Upselling Products and Services
  • POS Systems and Ordering Platforms
  • Upbeat and Positive Personality
  • Courteous with Strong Service Mindset
  • Calm and Professional Under Pressure
  • Issue and Complaint Resolution
  • Building Customer Trust and Loyalty
  • Time Management

Multi-media artist

  • 2D animator
  • Illustration
  • Logo design
  • Clay Sculptor
  • Linoleum Printmaking
  • Sticker Making
  • Poster Making

Timeline

Manager on Duty

Kame House Novelties
06.2021 - 10.2021

Substitute Teacher, K-5, High School

ECISD
09.2016 - 06.2017

CSR/ Online Banking Associate/ Emails & Chats

Atento
10.2015 - 08.2016

Substitute Teacher, High School

ECISD
09.2014 - 06.2015

Sales Associate

JCPenney
06.2013 - 04.2014

Cashier

Dairy Queen
06.2012 - 06.2013

High School Diploma -

Edinburg High School

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