Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Melanie Guerrero

Houston,Texas

Summary

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Highly competent individual with substantial experience in handling customer inquiries and resolving complex issues. Possess strong leadership skills, adept at managing teams and fostering a positive work environment. Contributed significantly to improving customer satisfaction ratings in previous role through effective problem-solving and communication skills. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Lead CSR

TTEC
Houston, Texas
06.2024 - Current
  • Created reports on customer satisfaction surveys, feedback forms, and other data collection methods.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Collected deposits or payments and arranged for billing.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Handled escalated customer complaints with professionalism and empathy.
  • Ensured compliance with applicable regulations while delivering excellent customer service.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Resolved product or service problems by clarifying 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.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Monitored performance metrics such as average handle time, first contact resolution rate, and call abandonment rate to assess team performance against set goals.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Managed workflow efficiently within a fast-paced environment while maintaining high standards of accuracy and quality control.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Trained new customer service representatives on company policies and procedures.

Claims Manager

TTEC
Houston, TX
04.2020 - 06.2024
  • Conducted meetings to discuss issues and find pertinent solutions to problems.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Updated and maintained databases with current information.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Completed day-to-day duties accurately and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Identified needs of customers promptly and efficiently.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Worked effectively in team environments to make the workplace more productive.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.

Certified Caregiver

Self Employed Services
Houston, Texas
07.2017 - 08.2019
  • Transported patients to medical appointments or other activities as needed.
  • Tracked and reported clients' progress based on observations and conversations.
  • Ensured safety of all clients through proper use of assistive devices and monitoring techniques.
  • Built strong and trusting rapport with clients and loved ones.
  • Educated family members on proper homecare techniques such as wound care or medication management.
  • Monitored health and well-being of clients and reported significant health changes.
  • Assisted clients with maintaining good personal hygiene.
  • Laundered clothing and bedding to prevent infection.
  • Maintained detailed records of services performed on clients.
  • Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
  • Collected and recorded patients' blood pressure, pulse, and respirations (TPRs) to evaluate and note basic health status.
  • Managed multiple client needs simultaneously while providing quality care.
  • Organized oral medications for clients following dosage and schedule requirements.
  • Improved patient outlook and daily living through compassionate care.
  • Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
  • Monitored vital signs including pulse rate, temperature and respiration rate.
  • Examined and treated patient lacerations, contusions, and physical symptoms and referred patients to other medical professionals.
  • Provided emotional support for patients and their families during difficult times.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Provided assistance with mobility such as transferring from bed to wheelchair or using walkers and canes.
  • Instructed family members on how to provide bedside care.
  • Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
  • Drove clients to shop for groceries, attend doctor appointments and run errands.
  • Collaborated closely with other healthcare professionals in order to provide comprehensive care for patients.
  • Monitored vital signs and medication use, documenting variances, and concerning responses.
  • Performed housekeeping duties such as laundry, light cleaning and meal preparation.
  • Helped clients get in and out of beds and wheelchairs.
  • Followed safe lifting and transferring techniques to transport residents.
  • Collected specimens such as urine samples for laboratory testing when required.
  • Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
  • Assisted with meal planning to meet nutritional plans.
  • Followed care plan and directions to administer medications.

Business Owner

Self Employed Services
Houston, Texas
05.2011 - 04.2017
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Managed inventory levels to meet customer demand while minimizing costs.
  • Ensured compliance with all local laws and regulations related to the business operations.
  • Analyzed competitor's pricing and product offerings in order to remain competitive within the market.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Conducted market research to identify new opportunities for growth.
  • Determined pricing for products or services based on costs and competition.
  • Created and implemented marketing and advertising strategies to support revenue goals and promote strategic growth.
  • Set pricing structures according to market analytics and emerging trends.
  • Reviewed financial statements on a monthly basis in order to assess financial health of the organization.
  • Oversaw daily operations of the business and provided guidance when needed.
  • Resolved issues quickly through meticulous research and quick decision-making.
  • Monitored cash flow to ensure proper budgeting of resources.
  • Kept records for production, inventory, income, and expenses.
  • Kept up-to-date on regulatory changes affecting business operations.

Operations Manager

Brinks Home Security
Houston, Texas
03.2005 - 04.2011
  • Tracked and replenished inventory to maintain par levels.
  • Managed scheduling, training and inventory control.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Collaborated with management team on long-term strategic planning initiatives for the organization.
  • Measured and reviewed performance via KPIs and metrics.
  • Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Addressed customer concerns with suitable solutions.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Responded to information requests from superiors, providing specific documentation.
  • Planned delivery routing, team workflows, and promotional initiatives.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.
  • Guided employees on understanding and meeting changing customer needs and expectations.

Mechanical Assembler

United Space Alliance · Full-time
Houston, Texas
02.2001 - 08.2004
  • Collaborated with engineering and manufacturing teams to troubleshoot assembly issues.
  • Tested and troubleshot final assemblies.
  • Work cooperatively with team members to complete tasks efficiently within established deadlines.
  • Interpreted technical documents, including diagrams, schematics, and instructions, to accurately assemble parts.
  • Read blueprints and diagrams to determine proper assembly techniques.
  • Positioned or aligned components for assembly.
  • Inspect completed assemblies for conformance to specifications.
  • Identify problems with malfunctioning equipment or processes and make necessary repairs or adjustments as required.
  • Assist in training new employees on the proper use of tools and equipment related to their job duties.
  • Maintain records of all production activities including quantity produced, quality control results and inspection data.
  • Conducted quality control inspections to ensure assemblies met company standards and specifications.
  • Perform minor repairs on mechanical components such as tightening loose screws, nuts, bolts.
  • Provided feedback to improve and streamline production processes.
  • Managed inventory of assembly parts and tools, requesting replenishments as needed.
  • Coordinated with supply chain and logistics teams to ensure timely delivery of assembly components.
  • Adhered to all safety protocols and guidelines to prevent accidents and injuries.
  • Follow safety regulations when operating equipment and handling materials.
  • Removed samples, broke down assemblies, and inspected individual components.
  • Documented assembly processes and outcomes for quality assurance and future reference.
  • Assessed work for errors or compliance issues and made corrections or modifications.

Education

High School Diploma -

San Rayburn High
Pasadena, TX
05-2000

Skills

  • account management
  • Financial Analysis
  • Customer Service Representatives
  • Banking
  • Claims management
  • Data analysis
  • Management
  • Customer experience
  • Sales
  • Microsoft Office
  • Electronic Medical Record (EMR)
  • acute care
  • Home care
  • teaching, coaching

Certification

  • Texas department of insurance - general Lines Agent - Life, accident, health and HMO

Languages

English
Professional

Timeline

Lead CSR

TTEC
06.2024 - Current

Claims Manager

TTEC
04.2020 - 06.2024

Certified Caregiver

Self Employed Services
07.2017 - 08.2019

Business Owner

Self Employed Services
05.2011 - 04.2017

Operations Manager

Brinks Home Security
03.2005 - 04.2011

Mechanical Assembler

United Space Alliance · Full-time
02.2001 - 08.2004

High School Diploma -

San Rayburn High

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Melanie Guerrero