Laura Roxann Guajardo
CSR
Taft,TX
Summary
Dynamic Emergency Response Specialist at Viiz Communications, recognized for exceptional customer service and adept problem resolution. Leveraged active listening and critical thinking to enhance customer satisfaction, achieving a notable increase in loyalty. Proficient in call center operations, effectively managing high-stress situations while fostering a culture of continuous improvement.
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
3
3
years of professional experience
Work History
Emergency Response Specialist
Viiz Communications
08.2022 - 07.2025
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Fostered a culture of continuous improvement through post-incident debriefings, sharing lessons learned to prevent future occurrences.
- Collaborated with local agencies to establish a unified approach to disaster preparedness and response efforts.
- 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 the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
No Degree - Business Administration
Texas A&M University, Corpus Christi, TX,US
Corpus Christi, TX05-2004
Advanced Honors
Taft High School
Taft, TX05-1990
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint resolution
- Professional telephone demeanor
- Call center operations
- Call management
- Documentation
Timeline
Emergency Response Specialist
Viiz Communications
08.2023 - 07.2025
No Degree - Business Administration
Texas A&M University, Corpus Christi, TX,US
Advanced Honors
Taft High School
Similar Profiles
James MontoyaJames Montoya
Call Center Representative at Viiz CommunicationsCall Center Representative at Viiz Communications
Catherine YoungCatherine Young
Inbound Call Center Representative at M.A.P. Communications (Extend Communications)Inbound Call Center Representative at M.A.P. Communications (Extend Communications)
John LittonJohn Litton
Consumer Sales Associate at Verizon Communications/Frontier CommunicationsConsumer Sales Associate at Verizon Communications/Frontier Communications
Angela BarkerAngela Barker
Special Education Teacher at Taft ISDSpecial Education Teacher at Taft ISD
Johnny AcostaJohnny Acosta
Carpenter at Acosta's Interior & Exterior WorkCarpenter at Acosta's Interior & Exterior Work