NANCI GUZMAN
Indianapolis,IN
Summary
Adaptable Manager offers 2 years of Experience coordinating operations to achieve organizational goals. Communicative team leader with expertise in strategic planning and inventory management. Committed to driving improvements through innovation and leadership.
Overview
15
15
years of professional experience
Work History
Restaurant Waiter
La Costenita
Customer Service Representative
SEDGWICK
03.2023 - 03.2024
- Handled customer complaints and inquiries in a courteous and efficient manner
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Developed strong customer relationships and loyalty through effective communication.
Manager
Latina Insurance Services LLC
06.2020 - 04.2022
- Trained employees on additional job positions to maintain coverage of roles
- Assigned tasks to associates to fit skill levels and maximize team performance
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Led team meetings and one-on-one coaching sessions to continuously improve performance
- Exercised good judgment and decision-making in escalating concerns and resolving issues
- Enforced customer service standards and resolved customer problems to uphold quality service
- Created training modules and documentation to train staff
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training
- Monitored staff performance and addressed issues.
Customer Services Assistant
SAGARPA
11.2019 - 02.2020
- Greeted customers, answered questions and recommended specials to increase profits
- Satisfied customers by topping off drinks and offering condiments, napkins and other items
- Promoted desserts, appetizers and specialty drinks to optimize sales
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests
- Provided exceptional service to high volume of daily customers
- Stocked server areas with supplies before, during and after shifts
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
01.2009 - 01.2010
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication
- Responded to customer questions about products and services
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Listened to client concerns and asked questions to better understand needs.
Education
GED -
Ben Davis High School
01.2022
Skills
- Sales Techniques
- Project Management
- Staff Development
- Complex Problem Solving
- Staff Training
- Appointment Scheduling
- Scheduling
- Call center experience
- Customer Service
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
SEDGWICK
03.2023 - 03.2024
Manager
Latina Insurance Services LLC
06.2020 - 04.2022
Customer Services Assistant
SAGARPA
11.2019 - 02.2020
01.2009 - 01.2010
Restaurant Waiter
La Costenita
GED -
Ben Davis High School
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