Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Mariah Guadian

Austin,TX

Summary

Recent Business Administration graduate with over 6 years of experience in management, human resources, recruiting, onboarding, and sales. Passionate about leveraging my HR and recruiting expertise to attract top talent and foster strong employee relations. Skilled in streamlining onboarding processes, driving employee engagement, and ensuring a smooth integration of new hires. Adept at utilizing CRM systems like Salesforce to manage client interactions and enhance customer satisfaction. With a strong foundation in business administration, I am excited to apply my organizational, communication, and problem-solving skills to support talent acquisition efforts, drive organizational growth, and contribute to the success of the team.

Overview

12
12
years of professional experience

Work History

Onboarding Specialist

Rithum
Austin, TX
11.2022 - 01.2025
  • Providing excellent customer service via phone and e-mail to all Rithum accounts
  • Developing an in-depth knowledge of the Rithum network, its solutions, and customer needs
  • Serve as the primary contact for new/existing suppliers for all issues related to sales cycle and onboarding process
  • Facilitate the setup, configuration, testing & training for suppliers to be certified
  • Manage and update supplier on-boarding cases in a timely manner using department best practices and processes
  • Assist the sales support team as needed for contracting, name changes and termination cases
  • Maintain composure in critical situations and communicates well with both internal and external clients
  • Run retailer reports
  • Work on special projects as assigned by management via the application process
  • Offer suggestions for process improvements internally and for our constituents
  • Adhere to department standards for performance metrics
  • Self-reporting of daily actions and activities for monitoring purposes and goal setting
  • Accountable to drive goals through individual metrics and a strong understanding of company/team/individual goals
  • Assist suppliers with utilizing the Rithum Dsco platform/ software
  • Provide suppliers with superior training to complete the onboarding process to connect to multiple retailer accounts
  • Schedule Zoom meetings to trouble shoot and or assist with questions regarding onboarding

Inside Sales Representative

ADVANTAGE SOLUTIONS INC
Austin, TX
09.2020 - 11.2022
  • Ensure customer satisfaction and provide professional customer support
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times
  • Proficiently use CRM software
  • Responding promptly to customer inquiries
  • Communicating with customers through various channels
  • Responsible for handling customer inquiries, providing appropriate solutions and alternatives within the time limits, and provide follow up to ensure the customer is satisfied
  • Responsible for keeping customer records, process customer accounts, and file all necessary documents utilizing the CRM database
  • Support the division by providing accurate, valid, and complete information by using the required systems and resources
  • Contacting potential and existing customers by cold calling, generating sales leads, responding to sales inquiries to secure new and increased business accounts to meet established sales targets
  • Provide support in scheduling appointments for existing customers or new customers, as required
  • Develop customer relationships to ensure we are valued supplier of choice
  • Prepare accurate and timely sales information and reports for senior managers, marketing and sales teams
  • Secure new customer within existing territories by securing sales and margin growth targets
  • Stay current and up to date on customer market trends, and new product(s)
  • Contribute to our market strategy by monitoring competitive products and reactions from customers (to include pricing)
  • Responsible to know all product availability, use, benefits and pricing structure

Remote Customer Service Representative

Wayfair
Austin, TX
05.2020 - 09.2020
  • Manage large amounts of incoming calls
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Maintain financial accounts by processing customer adjustments
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Managing incoming calls and customer service inquiries
  • Identify and assess customers' needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team targets and call handling quotas
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers
  • Schedule replacement parts and shipments when needed
  • Process payments over the phone
  • Respond to customer inquiries via email or chat

Dispatch Billing Specialist

Verizon Connect
Austin, TX
03.2018 - 07.2019
  • Proficient in Salesforce
  • Reconcile customer accounts
  • Deliver invoices to clients via digital and traditional mail services
  • Process all payment using various pay services
  • Contact contractors and confirm work and scheduled jobs
  • Excellent phone etiquette & interpersonal communication skills
  • Interact with sales, operations and support when inaccuracies are noted on accounts
  • Create opportunities in Salesforce for accounting department
  • Creating new processes for billing and organization of vehicles worked on
  • Interact with collections team to resolve billing issues and/or collections of assigned accounts
  • Provide customer support to customers to answer any billing questions
  • Contract review and account setup
  • Experience with complex billing, multiple arrangements
  • Maintain strong attention to detail, multitask and balance competing priorities, and ability to meet tight month-end close deadlines
  • Intermediate Word, Excel and Outlook; ERP and CRM (Salesforce preferred) software
  • Strong written and verbal communication skills
  • Ability to telecommunicate/ work from home

Coord I-Tech Cust Svc

Verizon Connect
Austin, TX
09.2017 - 03.2018
  • Proficient in Salesforce
  • Take ownership and respond to cases in the CRM tool submitted via email, application, or voicemail
  • Excellent phone etiquette & interpersonal communication skills
  • Handle inbound customer calls and create cases; make outbound calls as needed
  • Respond promptly to correspondence from customers
  • Facilitate collaborative case work with other departments (Sales, Operations, Product Team, Hardware, SVT, etc.)
  • Continued training, development, and certifications
  • Prioritize effectively within tight schedules and a fast paced environment
  • Strong work ethic and customer service orientation with high integrity and ethics
  • Commitment to professionalism, follow-through and attention to detail

Office Manager

Verizon Connect
Austin, TX
06.2017 - 09.2017
  • Greeting clients and guest
  • Excellent phone etiquette & interpersonal communication skills
  • Scheduling meetings and appointments
  • Organizing the office layout and ordering stationery and equipment
  • Maintaining the office condition and arranging necessary repairs
  • Serve as the point person for office manager duties including: Maintenance, Mailing, Supplies, Equipment, Bills, Errands, Shopping
  • Organize office operations and procedures
  • Coordinate with IT department on all office equipment
  • Ensure that all items are invoiced and paid on time
  • Manage contract and price negotiations with office vendors, service providers and office lease
  • Manage office G&A budget, ensure accurate and timely reporting
  • Provide general support to visitors
  • Assist in the onboarding process for new hires
  • Address employees queries regarding office management issues (e.g
  • Stationery, Hardware and travel arrangements)
  • Liaise with facility management vendors, including cleaning, catering and security services
  • Plan in-house or off-site activities, like parties, celebrations and conferences

Receptionist

Texas Legislative Council
Austin, TX
10.2016 - 06.2017
  • Perform routine receptionist duties
  • Greeting, placing, answering, transferring, and logging calls, receiving visitors, providing general information, tracking locations of key personnel, and providing information about the council
  • Assist with scheduling of conference and training rooms
  • Provide clerical assistance and project support to department management or other council divisions and departments, as requested
  • Perform work under direct supervision of the human resources manager and staff support assistant
  • Knowledge of general office work, including multi-line telephone system, document copier, and computer equipment
  • Screen and log required calls
  • Relays phone messages using a computer messaging system
  • Receive visitors and notifies appropriate staff of their arrival
  • Refer callers or visitors to services or resources at other agencies or organizations
  • Track location of key personnel and maintains contract if necessary
  • Provide evening receptionist service as needed
  • Perform other duties as assigned
  • Knowledge of switchboard
  • Knowledge of professional protocol
  • Use of outlook correspondence
  • High use of customer service skills
  • Knowledge of community resources for referral purposes
  • Knowledge of state government particularly the legislative branch
  • Knowledge of agency services, policies, procedures, and operations
  • Able to work under pressure and be punctual

Receptionist

Legislative Budget Board
Austin, TX
12.2015 - 10.2016
  • Highly skilled in greeting visitors and directing them to the right person or section
  • Well versed in managing guests book and issuing security passes
  • Hands on experience in giving information to visitors and answering their questions
  • Proven record of answering/forwarding calls and taking messages
  • Demonstrated ability to deal with phone and email inquiries
  • Route calls to specific people
  • Answer inquiries about company
  • Call persons waiting for visitor and book them a room to meet in
  • Organize and send out School Performance Review Team manuals
  • Send work orders to Texas Facilities Commission
  • Assemble staff academy booklets
  • Schedule meetings and conference rooms
  • Ensure reception area is tidy
  • Coordinate mail flow in and out of office
  • Coordinate office activities
  • Handle phone calls from people calling in sick
  • Hand out employee applications
  • Arrange appointments
  • Give visitors badges and direct them to where they can sign in
  • Issue parking passes
  • Send email and faxes
  • Collect and distribute parcels and other mail
  • Perform basic bookkeeping, filing, and clerical duties
  • Take and relay messages
  • Update appointment calendars
  • Schedule follow up appointments

Office Manager/Billing Specialist

Mosquito and Mist Cooling System, Inc
04.2014 - 12.2015
  • Conduct invoices and receive payments through QuickBooks
  • Perform a variety of general office support work such as organizing and maintaining various files, typing correspondence, reports, forms, and specialized documents, and proofreading and checking materials for accuracy
  • Perform banking and reconciling of all statements with banks
  • Receive payment from customer via Paypal, Check, or Debit Card/ Credit Card
  • Deposit payments to the bank, fill out documents and record all payments
  • Send out payments to additional company helpers
  • Operate a variety of standard office equipment including a personal or online computer
  • Itemized list of goods shipped usually specifying the price and the terms of sale consignment of merchandise
  • Correspond with Maintenance techs on jobs and customer concerns
  • Receive customers credit card information, Refund customers, assist customers with online support
  • Interview future employee applicants
  • Maintain office, assist employees with technical questions and issues
  • Resolve problems with customers and employees
  • Assist manager with daily task, driving to drop off mail, buy office supplies, assist with receiving UPS, FedEx, etc shipments
  • Coordinate jobs, data, and payment information on M Help Desk and Quick Books
  • Assist customers with online products and services
  • Set appointments on Google Calendar for sales representatives
  • Use Google drive for shared docs with employees
  • Devising and maintaining office systems, including data management and filing
  • Screening phone calls, enquiries and requests, and handling them when appropriate
  • Meeting and greeting visitors at all levels of seniority
  • Organising and maintaining diaries and making appointments
  • Dealing with incoming email, faxes and post, often corresponding on behalf of the manager
  • Carrying out background research and presenting findings
  • Producing documents, briefing papers, reports and presentations
  • Organising and attending meetings and ensuring the manager is well prepared for meetings
  • Liaising with clients, suppliers and other staff
  • Carrying out specific projects and research
  • Taking on some of the manager's responsibilities and working more closely with management
  • Disputing for the manager, making decisions and delegating work to others in the manager's absence
  • Being involved in decision making processes

CSR/ Sales Representative

Quake Energy
Austin, TX
08.2013 - 03.2014
  • Answering phones
  • Excellent customer service skills
  • Ability to handle various calls
  • Enter new customers into the data base
  • Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors
  • Submits orders by referring to price lists and product literature
  • Recommends changes in products, service and policy by evaluating results and competitive developments
  • Answering high volumes of calls, making sure to answer all customer's questions with accuracy
  • Corresponding via email, faxing, filling, etc

Customer Service Representative

ICG America
Austin, TX
11.2012 - 07.2013
  • Answer telephones, correspond via email with customers while performing excellent customer service, telephone etiquette, while maintaining articulate problem-solving abilities
  • Taking credit card information from clients, selling and tracking packages for delivery through UPS/FedEx
  • Superior written communication skills, strong attention to detail, Comfortable with MS Word, Excel and producing spreadsheets for company
  • Able to handle significant inbound phone volume with consistent professionalism, able to multitask, prioritize, and take on responsibility
  • Flexible and enjoy the dynamic changes of a growing company
  • Establishes policies by entering client information; confirming pricing
  • Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
  • Updates job knowledge by studying new product descriptions; participating in educational opportunities
  • Accomplishes sales and organization mission by completing related results as needed

Education

Bachelor of Business Administration - Business Administration

Huston-Tillotson University
Austin, TX
01.2025

Associate's degree - Associates of Liberal Arts and Sciences

Huston-Tillotson University
Austin, TX
08.2021

Skills

  • Balance sheet reconciliation
  • Accounts Payable
  • Human Resources
  • Facilities Management
  • B2B sales
  • Human Resources Management
  • Supervising experience
  • Project management
  • CRM Software
  • Windows
  • Word and Excel
  • Help Desk
  • Email Software
  • Personal Computers
  • Account reconciliation
  • Assistant manager experience
  • MHelp Desk Software
  • Presentation skills
  • QuickBooks
  • General ledger reconciliation
  • Team management
  • Data Entry
  • Billing
  • Accounts receivable
  • Inside sales
  • Salesforce
  • Google Docs
  • Desktop Publishing Software
  • Phone Etiquette
  • Live chat
  • Office Management
  • Accounting
  • Risk management
  • Recruiting
  • Apple or Macintosh Computers
  • Work From Home
  • Cold calling
  • Personal assistant experience
  • Collections
  • Accounting Software
  • Payroll
  • Customer service
  • Peripheral Devices
  • Utility Software
  • Bank Reconciliation
  • Employment & labor law
  • Outbound sales
  • Recruitment
  • Software knowledge

Personal Information

Work Permit: Authorized to work in the US for any employer

Timeline

Onboarding Specialist

Rithum
11.2022 - 01.2025

Inside Sales Representative

ADVANTAGE SOLUTIONS INC
09.2020 - 11.2022

Remote Customer Service Representative

Wayfair
05.2020 - 09.2020

Dispatch Billing Specialist

Verizon Connect
03.2018 - 07.2019

Coord I-Tech Cust Svc

Verizon Connect
09.2017 - 03.2018

Office Manager

Verizon Connect
06.2017 - 09.2017

Receptionist

Texas Legislative Council
10.2016 - 06.2017

Receptionist

Legislative Budget Board
12.2015 - 10.2016

Office Manager/Billing Specialist

Mosquito and Mist Cooling System, Inc
04.2014 - 12.2015

CSR/ Sales Representative

Quake Energy
08.2013 - 03.2014

Customer Service Representative

ICG America
11.2012 - 07.2013

Bachelor of Business Administration - Business Administration

Huston-Tillotson University

Associate's degree - Associates of Liberal Arts and Sciences

Huston-Tillotson University

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Mariah Guadian