Hi, I’m
MELANIE GUZMAN
Philadelphia,PA
Summary
Bilingual Customer Service Representative with 4 years achieving customer service satisfaction and customer retention goals. Motivated individual skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Independent and quick thinking team player. Excellent leadership skills with business optimization expertise. Adding seven years of experience in accounting and financial management witch can be a plus on customer service. Demonstrated talents in bookkeeping, inventory, supervising, and creating impactful strategies to achieve business objectives and increase revenue.
Overview
16
years of professional experience
Work History
Agero
CUSTOMER SERVICE
04.2022 - 07.2023
Job overview
- Agero Road Side Assistance, Intake, Follow up agent, Managed approximately 60 incoming calls per day from customers.
- Streamlined communication between drivers, dispatchers, and service providers for improved efficiency.
- Handled challenging situations with diplomacy, resolving conflicts between customers and service providers when necessary.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Assisted customers with making roadside assistance requests, follow ups and intakes.
- Demonstrated empathy towards distressed callers, providing reassurance and clear instructions for resolving their issue.
- Managed high call volume while remaining calm and professional, ensuring accurate information was relayed to all parties involved.
- Coordinated alternative transportation options for customers when necessary, such as taxis or rental cars.
- Consistently met or exceeded performance benchmarks related to call handling time and customer satisfaction scores.
- Enhanced customer satisfaction by providing timely and efficient roadside assistance services.
- Developed customer service scorecards to measure customer service performance.
Liveops
Customer Service Representative
04.2020 - 04.2021
Job overview
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Managed approximately 30 calls per day from customers
- Demonstrated excellent communication skills in resolving product and consumer complaints
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Educated customers on special pricing opportunities and company offerings
- Asked probing questions to determine service needs and accurately input information into electronic systems.
ESPAILLAT MOTORS SRL
ACCOUNTANT
08.2011 - 01.2019
Job overview
- Full experience on Family company system
- Collaborated with fellow team members to achieve storewide goals and maintain high level of customer service.
- Upheld company policies and procedures at all times, contributing to a safe and welcoming atmosphere for customers.
- Assisted in training new team members, fostering an environment of learning and growth within the team.
- Handled calls promptly and with courteous professionalism.
- Worked closely with management to identify areas for improvement within the administrative section, leading to increased efficiency and overall performance.
- Completed daily accounting tasks including tracking funds, preparing deposits and reconciling accounts
- Maintained and processed invoices, deposits and money logs
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating and all types of cash and banking recognitions
- Analyzed budgets, financial reports and projections for accurate reporting of financial standing
- Supervise internal jobs
- Tracked employee payroll processes to verify timely reporting and avoid late fees
- Interacted with internal and external auditors to help complete audits and resolve issues.
- Handled day-to-day accounting processes to drive financial accuracy.
- Reconciled accounts and reviewed expense data, net worth, and assets.
DALPHY STORE
ACCOUNTANT
07.2018 - 11.2018
Job overview
- Devoted special emphasis to punctuality and worked to maintain outstandingattendance record, consistently arriving to work ready to start immediately
- Examined financial statements and income statements to review company'sfinancial performance.
Felino Corp. Totto
Salesperson
01.2008 - 12.2010
Job overview
- Sparked social conversations with customers to provide friendly atmosphere and smooth shopping experience
- Counted cash, made change and stored coupons to keep organized and balanced cash register drawer
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales
- Gathered information from clients to create solutions that achieved business needs and desires
- Developed eye for detail and suggested accessories to complement purchase
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets
- Demonstrated product features to align with customer needs
- Adhered to company initiatives and achieved established goals.
Education
Shaw Academy, International- Online, Remote
Certification from Personal Bookkeeping And Accounting
03.2021
Pontificia Universidad Catolica Madre Y Maestra, Santiago, Dominican Republic
Bachelor's degree from Financial Management and audit
01.2016
Superior Saint Thomas of Aquino, Toa Baja, Puerto Rico
High School Diploma
06.2009
Skills
- Great Customer Service assistance
- Advance usage of technology
- Multi-tasking
- Relationship/ Team Building
- Conflict Resolution
- Organizational Skills
- Supervision & Leadership
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
CUSTOMER SERVICE
Agero
04.2022 - 07.2023
Customer Service Representative
Liveops
04.2020 - 04.2021
ACCOUNTANT
DALPHY STORE
07.2018 - 11.2018
ACCOUNTANT
ESPAILLAT MOTORS SRL
08.2011 - 01.2019
Salesperson
Felino Corp. Totto
01.2008 - 12.2010
Shaw Academy, International- Online
Certification from Personal Bookkeeping And Accounting
Pontificia Universidad Catolica Madre Y Maestra
Bachelor's degree from Financial Management and audit
Superior Saint Thomas of Aquino
High School Diploma
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