Lisa Gudino
La Verne,CA
Summary
Results-driven Customer Service Manager with over 15 years in customer service, recognized for strong communication and relationship-building skills. Expertise in effectively addressing escalated customer concerns, leading to improved customer satisfaction and team engagement. Dedicated to creating a positive workplace culture while achieving service excellence.
Overview
12
12
years of professional experience
Work History
Operations Specialist
American Red Cross
07.2021 - Current
- Resolve customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Provide written correspondence with hospitals and physicians directly and provide the necessary follow up within a timely manner.
- Proficiently receive and process routine and STAT orders for blood, pharmaceutical products, and transfusion-related supplies, ensuring meticulous accuracy in order entry and fulfillment.
- Conduct follow-up calls when product requirements cannot be met as expected, prioritizing customer satisfaction.
- Process hundreds of orders per week with minimal to no error incident.
- Consistently ranked #1 in call evaluations and order processing.
District Member Service Manager
LA Fitness
01.2014 - 03.2020
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Created customer support strategies to increase customer retention.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Built a high-performing team that achieved nationwide recognition for its exceptional handling of renewals for customer retention and processing past-due balance dues.
- Hired appropriate vendors for facilities when needed
- Managed time-clock and payroll for over 45 employees directly.
Education
Bachelor of Science - Business Administration And Management
California Polytechnic State University
PomonaAssociate of Science - Business Administration
Citrus College
Glendora, CASkills
- Cost reduction strategies
- Employee relations and conflict resolution
- Analyze and interpret customer data
- Demonstrates strong skills in prioritizing tasks to optimize productivity and meet deadlines
- Staff mentoring & leadership
- Works well under pressure
- Excellent communication and creative problem solving skills
- Recruitment
- Staff training/development
- Scheduling
Timeline
Operations Specialist
American Red Cross
07.2021 - Current
District Member Service Manager
LA Fitness
01.2014 - 03.2020
Bachelor of Science - Business Administration And Management
California Polytechnic State University
Associate of Science - Business Administration
Citrus College