Maria Gusman
Decatur,MS
Summary
Seasoned professional with 17 years of diverse customer service and management experience seeking a Remote role. Skilled in HR functions, sales leadership, and team management across various industries. Proven track record in exceeding performance targets and delivering exceptional customer service.
Overview
8
8
years of professional experience
Work History
Customer Care Representative
Progressive
08.2023 - 01.2024
- Addressed and resolved customer inquiries regarding policy details, coverage limitations, and billing procedures, consistently achieving high customer satisfaction ratings by providing clear, concise information and personalized assistance at Progressive Insurance.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
Human Resources Assistant
East Mississippi Correctional Facility (MCT)
08.2022 - 01.2023
- Facilitated HR operations by providing comprehensive administrative support to executives, maintaining accurate employee records, and preparing reports on various personnel activities
- Contributed to HR projects by coordinating logistics for meetings, trainings, and surveys, and ensured meticulous documentation by recording minutes
- Supported employee engagement by addressing HR-related inquiries, managing grievance procedures, and assisting with payroll data collection, while also aiding in recruitment by scheduling interviews and assisting with candidate sourcing.
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Answered and redirected incoming phone calls for office.
Branch Manager
Mississippi Title Loans, Inc
03.2019 - 06.2021
- Assessed customer requirements to recommend appropriate cell phone models and wireless service plans, ensuring satisfaction and enhancing customer experience.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
Area Sales Manager
ATT
01.2016 - 06.2020
- Cultivated and expanded the customer base, ensuring consistent growth in sales revenue
- Met and exceeded designated sales targets through strategic planning and execution
- Enhanced market penetration by identifying and capitalizing on new business opportunities.
- Established strong relationships with key clients, resulting in increased customer retention and satisfaction.
- Enhanced team performance by providing ongoing coaching, training, and mentoring to sales representatives.
- Reported sales activity, generated sales quotations, and proposals and maintained customer contact database to achieve sales objectives and quota.
Store Manager
Spring Mobile
09.2017 - 07.2018
- Directed daily sales and operations within an authorized retail environment, ensuring the achievement and surpassing of company-established targets
- Oversaw employee development through delegation, comprehensive training, and performance evaluations while managing the store's profit and loss statements.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
Direct Care Worker
Weems Mental Health Center
06.2017 - 09.2017
- Provided vigilant supervision for individuals in a crisis care facility, ensuring a safe and supportive environment
- Assisted patients with daily living activities and actively engaged in therapeutic group programs to promote mental health and community integration.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Provided emotional support to patients during difficult times, fostering a sense of trust and psychological wellbeing.
Education
Associate of Science - Business Administration And Management
East Central Community College
Decatur, MS05.2011
Skills
- Customer Service
- Data Entry
- Call center experience
- Complaint Handling
- Payment Processing
- Customer Relations
- First Call resolution
- Computer Skills
- Understanding Customer Needs
- Customer Data Confidentiality
- MS Office
- Inbound Call Management
- Account Management
- Administrative and Office Support
Custom
MS
Custom
Decatur
Timeline
Customer Care Representative
Progressive
08.2023 - 01.2024
Human Resources Assistant
East Mississippi Correctional Facility (MCT)
08.2022 - 01.2023
Branch Manager
Mississippi Title Loans, Inc
03.2019 - 06.2021
Store Manager
Spring Mobile
09.2017 - 07.2018
Direct Care Worker
Weems Mental Health Center
06.2017 - 09.2017
Area Sales Manager
ATT
01.2016 - 06.2020
Associate of Science - Business Administration And Management
East Central Community College