Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Natalie Guira

Roseville,CA

Summary

Professional brand ambassador, and a customer service associate with many years of experience and extensive marketing and sales strategies knowledge. Detail-oriented specialist with a background in coordinating scheduling and record-keeping. Dedicated to maximizing customer satisfaction and exceeding business objectives with an organized approach and strong multitasking abilities. A reliable, and friendly individual who quickly learns and masters new concepts and skills.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service Agent (Remote)

Amerit Consulting Inc.
02.2024 - Current
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Addressed customer account discrepancies and concerns.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.

Host

Airbnb
06.2021 - Current
  • Customized homes in accordance with luxury and quality standards, continuously surpassing guest expectations
  • Assisted with development and distribution of marketing materials for facility
  • Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions
  • Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes
  • Completed detailed assessments, effectively implementing comprehensive home consultation process
  • Optimized guest experience by inspecting properties prior to guest stays, coordinating repairs, and upgrades
  • Fostered safe lodging environment with reliable and effective security services.

Call Center Customer Service Specialist

Blue Cross And Blue Shield Of Michigan
12.2020 - 05.2021
  • Improved first-call resolution rates by actively listening to customer needs and offering appropriate solutions based on their unique situations.
  • Streamlined communication processes within the team by implementing new protocols that resulted in better collaboration among agents.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Resolved customer complaints and addressed emergency requests and needs.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Assisted in training new hires, sharing best practices and guidance for handling challenging situations effectively.
  • Utilized CRM software to track customer interactions, enabling more personalized service during follow-up communications.
  • Assisted in the development of departmental goals and objectives, contributing to overall call center success and growth.

Brand Ambassador

MAC
04.2019 - 04.2020
  • Negotiated with vendors to obtain favorable rates for goods and services while maintaining good working relationships
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Responded to customer requests for products, services and company information
  • Remained calm during periods of high volume or unusual events to maintain operating standards and set positive example for team
  • Educated customers on company systems, form completion, and access to services
  • Placed outbound customer service or customer satisfaction calls to follow up on issues
  • Performed various clerical duties by filing and faxing documents and creating customer databases
  • Resolved customer complaints and addressed emergency requests and needs
  • Sought out extra training opportunities to enhance customer relationship management abilities
  • Attended telephone skills and program information training sessions to boost aptitude
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Adhered to company policies and scripts to consistently achieve calltime and quality standards
  • Generated customer service reports to track customer satisfaction
  • Communicated product value, quality, and style to educate and entice potential customers
  • Established and maintained positive relationships with customers
  • Organized and stocked merchandise to keep necessary levels for sales demand
  • Collaborated with sales staff to identify target customers, promote products and increase sales
  • Educated customers on product features and answered questions regarding product use
  • Conducted consumer surveys and analyzed purchasing trends
  • Communicated product information with confidence and educated consumers about company
  • Maintained accurate records of promotional events and customer interactions.

Freelance Makeup Artist and Sales Associate

Estee Lauder (MAC)
11.2017 - 04.2019
  • Worked with team to achieve sales goals for products
  • Provided exceptional customer service to drive satisfaction
  • Planned future sampling opportunities and special events
  • Designed, filled, and arranged eye-catching product floorsets to increase sales
  • Collaborated with local field sales to promote brand awareness and sales results
  • Developed and executed promotional campaigns to drive brand awareness and sales
  • Maintained regular client list and successfully handled walk-in customers
  • Conferred with producers, customers and performers to determine desired appearance
  • Conducted consultations to understand client's desired outcome and assessed skin type and face structure
  • Answered phone calls and emails to schedule client appointments
  • Developed loyal following of clients by providing high-quality services
  • Scheduled onsite and offsite makeup appointments for clientele
  • Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results
  • Increased revenue by cross-selling and upselling products and services
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
  • Educated customers about billing, payment processing and support policies and procedures
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
  • Met customer call guidelines for service levels, handle time and productivity
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Service Associate

Hollister Co
05.2018 - 08.2018
  • Worked with team to achieve sales goals for products
  • Provided exceptional customer service to drive satisfaction
  • Planned future sampling opportunities and special events
  • Designed, filled, and arranged eye-catching product floorsets to increase sales
  • Collaborated with local field sales to promote brand awareness and sales results
  • Developed and executed promotional campaigns to drive brand awareness and sales
  • Maintained regular client list and successfully handled walk-in customers
  • Conferred with producers, customers and performers to determine desired appearance
  • Conducted consultations to understand client's desired outcome and assessed skin type and face structure
  • Answered phone calls and emails to schedule client appointments
  • Developed loyal following of clients by providing high-quality services
  • Scheduled onsite and offsite makeup appointments for clientele
  • Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results
  • Increased revenue by cross-selling and upselling products and services
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
  • Educated customers about billing, payment processing and support policies and procedures
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
  • Met customer call guidelines for service levels, handle time and productivity
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Education

Bachelor of Science: Marketing-Currently Decided -

California State University
Sacramento, CA
04.2012

Associate of Arts: Interdisciplinary Studies -

San Joaquin Delta College
Stockton, CA
05.2026

High School Diploma -

Life College And Secondary School

Skills

Dynamic, artistic professional

Enthusiastic team player

Excellent customer service skills

Skilled problem solver

Interpersonal skills

Computer literate

Sales expertise

Multi-Line Phone Proficiency

Expert product knowledge

Ability to handle multiple assignments and work under pressure

Scheduling

Strategic Planning

Report preparation

Order Fulfillment

Recordkeeping strengths

Time management

Group and individual instruction

Call center experience

Problem Resolution

Outstanding communication skills

Certification

  • Certificate of Recognition (2017)


  • The Degree of Associate in Arts in Interdisciplinary Studies: Arts, Humanities & Social Sciences Honors - 24th of May 2018


  • Certificate of Completion (Harassment & Discrimination Prevention) - 27th of April 2018

Affiliations

Chi Delta (Sorority)California State University, Sacramento 2019

Timeline

Customer Service Agent (Remote)

Amerit Consulting Inc.
02.2024 - Current

Host

Airbnb
06.2021 - Current

Call Center Customer Service Specialist

Blue Cross And Blue Shield Of Michigan
12.2020 - 05.2021

Brand Ambassador

MAC
04.2019 - 04.2020

Customer Service Associate

Hollister Co
05.2018 - 08.2018

Freelance Makeup Artist and Sales Associate

Estee Lauder (MAC)
11.2017 - 04.2019

Bachelor of Science: Marketing-Currently Decided -

California State University

Associate of Arts: Interdisciplinary Studies -

San Joaquin Delta College

High School Diploma -

Life College And Secondary School

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Natalie Guira