Uriel Guadamuz
8337 12th Ave.,Silver Spring,MD
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
11
11
years of professional experience
Work History
Customer Service Representative Agent/311
MCG/Public Information Office
01.2012 - 12.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Demonstrated excellent communication skills in resolving product and consumer complaints
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Uphold quality control policies and procedures to increase customer satisfaction
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Uphold quality control policies and procedures to increase customer satisfaction
Supervisor of Cleaning Services
Associated Building Maintenance Co. Inc.
01.2019 - 11.2021
- Supervised and supported housekeeping personnel to maximize quality of service and performance
- Collaborated with front desk to respond promptly to guest requests and promote positive experience
- Created schedules, shift reports and other business documentation to coordinate housekeeping needs
- Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements
- Verified each completed room against standard plans to maintain consistency
- Established hands-on, proactive management style to facilitate improvements to workflow and room turnover
- Inventoried incoming supplies and placed items in stock for use by personnel
- Checked inventory for required supplies and made lists for needed cleaning products
Education
High School Diploma -
High Point High School
Beltsville, MD05.2009
Skills
- Customer Service
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Problem-Solving Abilities
- Understanding Customer Needs
- Adaptive Team Player
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- Technologically Savvy
- Customer Retention Strategies
- Spanish Fluency
- Social Media Marketing
- Digital Content Platforms
- Writing and Editing
- Generating Brand Awareness
- Content Development
- Advertising Strategy
- Live chat support
- Customer focus
- Call center experience
Accomplishments
- Worked with department systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
- Created a highly effective new program that significantly impacted efficiency and improved operations.
- Researched, calmed, and rapidly resolved client conflicts to prevent loss of customer trust.
Timeline
Supervisor of Cleaning Services
Associated Building Maintenance Co. Inc.
01.2019 - 11.2021
Customer Service Representative Agent/311
MCG/Public Information Office
01.2012 - 12.2022
High School Diploma -
High Point High School
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