OLET GUZMAN
Renton,WA
Summary
Experienced in driving great team successes by motivating team members to increase operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
15
15
years of professional experience
Work History
Caregiver/Nanny
Anytime Backup Care (Independent Contractor)
11.2023 - Current
- Work together and communicate with parents to provide the best & desired care for infants and toddlers in their homes
- Responsibilities include: diaper changes, meal preparation & feeding, assistance in reaching developmental milestones, and providing feedback.
Customer Support Specialist
Notify MD (Remote)
05.2023 - 07.2023
- Served as a seamless extension of client teams, ensuring uninterrupted business continuity by managing incoming calls, facilitating information exchange, executing call transfers, and accurately relaying messages using ECHO software.
Executive Customer Relations Manager
Rippaverse (Remote)
07.2022 - 02.2023
- Played a key role in the launch of a $3.7 million comic book pre-order campaign, handling customer inquiries, complaints, and disputes with tools like HelpScout, WooCommerce, ShipStation, and Outlook
- Additionally, I spearheaded the development of departmental Standard Operating Procedures and contributed to shaping the company's Return/Exchange/Shipping policies.
Live Broadcaster
Self-Employed - Renton, WA
11.2015 - 11.2022
- Successfully generated over $11,000 in donations for the Seattle Children’s Hospital through the Extra Life organisation, whilst concurrently fostering a thriving community of 3.5k people over time
- My strategic approach involved conceptualising & orchestrating monthly group gaming sessions for my campaign
- Through broadcasting multiple times throughout the week, I effectively established a digital art business & website where I was able to serve fellow broadcasters.
Global Operator IV
Pinkerton - Redmond, WA
09.2017 - 08.2021
- Operated in one of Microsoft's VSOCs, coordinating Fire & Life Safety incidents, providing support to security responders, MS employees, and Law Enforcement, monitoring alarms for 500+ sites, managing emails, training new hires
- Secured a promotion to Operator IV after a year.
Systems Monitor
Microsoft Global Security ˖ Securitas Security Services USA, Inc - Redmond, WA
04.2013 - 08.2016
- Operated in a Microsoft GSOC, monitoring alarms for 250+ sites and handling 1200-1400 monthly emails
- Served as a Security Systems Specialist, contributing to the development of the Certified GSOC Instruction role
- Reviewed training materials, compiled feedback for program pilot testing, and supported security responders and Microsoft personnel.
Security Officer
Microsoft Global Security ˖ Securitas Security Services USA, Inc - Redmond, WA
06.2011 - 04.2013
- Received recognition for responding to a medical emergency and enforcing Microsoft policies for XBOX Video Services/Vid Lab and Microsoft Production Studios
- Coordinated with facilities personnel to reduce security alarm frequency, trained officers, and received high remarks in an MPAA Pre-Assessment Audit.
Shift Supervisor
Northwest Food Management/Jack in the Box - Auburn, WA
06.2009 - 06.2011
- Exceeded production goals, maintained over 92% in food safety inspections, managed daily deposits over $2000, processed inventorial orders, and demonstrated proficiency in nearly all store positions
- Trained new hires, advocated for employees with upper management, and addressed customer concerns and technical issues whilst documenting equipment functionality and health & safety practices during each shift.
Education
BSBM in Business Management -
San Diego Christian College - El Cajon, CA
08.2017
Skills
- Direct Care Aide
- Complaint Handling
- Administrative and Office Support
- Problem Resolution
- Report Generation
- Customer Relations
- De-Escalation Techniques
- Risk Assessment
- Policy Implementation
Timeline
Caregiver/Nanny
Anytime Backup Care (Independent Contractor)
11.2023 - Current
Customer Support Specialist
Notify MD (Remote)
05.2023 - 07.2023
Executive Customer Relations Manager
Rippaverse (Remote)
07.2022 - 02.2023
Global Operator IV
Pinkerton - Redmond, WA
09.2017 - 08.2021
Live Broadcaster
Self-Employed - Renton, WA
11.2015 - 11.2022
Systems Monitor
Microsoft Global Security ˖ Securitas Security Services USA, Inc - Redmond, WA
04.2013 - 08.2016
Security Officer
Microsoft Global Security ˖ Securitas Security Services USA, Inc - Redmond, WA
06.2011 - 04.2013
Shift Supervisor
Northwest Food Management/Jack in the Box - Auburn, WA
06.2009 - 06.2011
BSBM in Business Management -
San Diego Christian College - El Cajon, CA
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