Rosa Guerrero
Surprise,Arizona
Summary
Dedicated and results-driven Customer Service Representative with over 5 years of experience in high-volume call center environments. Proven track record of delivering exceptional customer support, resolving inquiries efficiently, and consistently exceeding performance metrics. Skilled in handling inbound and outbound calls, de-escalating complex issues, and using CRM systems to document and track interactions. Recognized for strong communication, empathy, and commitment to customer satisfaction. Adept at working in fast-paced teams, adapting to new systems quickly, and turning challenging situations into positive outcomes.
Overview
7
7
years of professional experience
Work History
CUSTOMER CARE REPRESENTATIVE
Jacuzzi Bath Remodel
Phoenix, Arizona
02.2024 - Current
- Delivered exceptional customer service in a high-volume environment, ensuring customer satisfaction and retention
- Scheduled and confirmed service appointments, maintaining accuracy of customer and service information
- Tracked and managed customer service requests, ensuring all service appointments were accurately scheduled and information was communicated to both customers and service team
- Actively listened to identify customer needs and offered appropriate solutions or alternatives
- Handled escalated calls and complaints with empathy, de-escalating tense situations while maintaining company standards
- Ensured customer satisfaction by following up on unresolved concerns
- Demonstrated reliability, consistency, and attention to detail in managing daily responsibilities
CUSTOMER SERVICE REPRESENTATIVE
Chewy.com
Phoenix, Arizona
04.2022 - 12.2023
- Develop and maintain a deep understanding of Chewy products and services to provide accurate information and assistance to customers.
- Handle customer inquiries and complaints with professionalism and empathy, ensuring timely resolution and customer satisfaction.
- Collaborate with other departments to improve customer service processes and communication strategies based on customer feedback and industry best practices.
- Proactively identify opportunities to cross-sell and upsell Chewy products to customers based on their needs and preferences, in order to increase sales and customer satisfaction.
- Conduct customer satisfaction surveys to gather feedback and identify areas for improvement in the customer service experience.
CUSTOMER SERVICE REPRESENTATIVE
Iris USA
Phoenix, Arizona
03.2021 - 04.2022
- Develop and maintain a comprehensive knowledge of the company’s products and services to effectively assist customers in finding solutions to their inquiries and problems.
- Handle customer complaints and provide appropriate solutions to ensure customer satisfaction.
- Provide timely and accurate information to customers regarding product availability, pricing, and delivery options.
- Follow up with customers to ensure their satisfaction and resolve any outstanding issues.
COLLECTOR REPRESENTATIVE
IEC Corporation
Phoenix, Arizona
06.2019 - 03.2021
- Implementing effective collection strategies to maximize debt recovery and minimize bad debts for IEC Corporation.
- Negotiating payment plans and settlements with customers to ensure timely collection of outstanding debts for IEC Corporation.
- Research and analyze customer credit histories to determine creditworthiness and establish appropriate payment terms.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Education
HIGH SCHOOL DIPLOMA - undefined
Primavera Online High School
Phoenix, Arizona05.2019
Skills
- Customer Service Excellence
- Appointment Scheduling & Coordination
- Communication & Interpersonal Skills
- Conflict Resolution & De-escalation
- Multitasking & Time Management
- Attention to Detail
- Data Entry & Record Keeping
- Problem Solving & Critical Thinking
- Team Collaboration
- Adaptability & Reliability
Timeline
CUSTOMER CARE REPRESENTATIVE
Jacuzzi Bath Remodel
02.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
Chewy.com
04.2022 - 12.2023
CUSTOMER SERVICE REPRESENTATIVE
Iris USA
03.2021 - 04.2022
COLLECTOR REPRESENTATIVE
IEC Corporation
06.2019 - 03.2021
HIGH SCHOOL DIPLOMA - undefined
Primavera Online High School