Roxana Guadiana
TX
Summary
Dynamic HR Service Center Representative and Bilingual Customer Service Representative with a successful history at Arthur J. Gallagher and Advanced Call Center Technologies. Demonstrated excellence in boosting employee satisfaction and customer loyalty through effective problem-solving and attentive listening. Proficient in HRIS platforms and bilingual communication, contributing to enhanced operational efficiency and the creation of inclusive, positive work environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
HR Service Center Representative
Arthur J. Gallagher
03.2023 - Current
- Addressed employee inquiries and complaints, supporting workforce analysis, performance management, and core HR functions.
- Maintained accurate and confidential personnel records.
- Enhanced HR operations through technology solutions like applicant tracking systems and HRIS platforms.
- Improved employee satisfaction by implementing effective HR policies and procedures.
- Facilitated open dialogue between employees and management to address concerns and foster a positive work environment.
- Ensured legal compliance in HR practices to minimize organizational liabilities.
- Promoted fair treatment by advising managers on employee relations issues.
- Strengthened company culture through team-building events and open communication.
- Managed inquiries related to insurance, pension plans, and employee assistance.
- Collaborated with global leaders to implement new training strategies.
- Analyzed reports to monitor employee engagement and attrition trends.
- Administered employee benefits programs and assisted with open enrollment.
- Supported individuals in navigating complex systems and resolving concerns about salaries and benefits.
- Interpreted HR policies, procedures, laws, and regulations.
- Handled clerical duties, including managing phone calls and emails.
- Coordinated daily ticket queues and voicemails to ensure team productivity.
- Developed weekly team schedules to align with vacation requests.
- Played a key role in the LATAM project, collaborating on communications, policies, and regulations. Maintained reports on HR operations from LATAM countries and served as a translator between the USA and LATAM regions.
Bilingual Customer Service Representative
Advanced Call Center Technologies, ACT
09.2020 - 01.2023
- Professionally managed high-stress situations, effectively resolving disputes and conflicts for both Spanish and English speakers.
- Addressed customer complaints with empathy, enhancing loyalty and encouraging repeat business among bilingual clients.
- Efficiently resolved escalated calls, balancing satisfaction for Spanish and English-speaking customers with company interests.
- Built strong relationships with customers through active listening, improving retention and feedback across both language groups.
- Maintained detailed records of interactions to ensure thorough follow-up and resolution for Spanish and English speakers.
- Mentored new hires, supporting their successful integration and performance in a bilingual environment.
- Consistently exceeded performance metrics, earning recognition as a top performer in bilingual service.
- Reduced resolution times through effective problem-solving and negotiation for both language groups.
- Analyzed service metrics to identify trends and implement improvement strategies for bilingual customer service.
- Cultivated a positive service culture, leading to higher satisfaction among Spanish and English-speaking customers.
- Recognized colleagues' contributions, enhancing team morale in a bilingual setting.
- Managed high call volumes, prioritizing swift resolution and minimizing hold times for both Spanish and English speakers.
- Met quality standards and quotas for first-call resolution in a bilingual context.
- Promoted operational best practices to increase efficiency and productivity in bilingual service delivery.
- Mastered software systems to improve call handling and reduce hold times for Spanish and English-speaking customers.
Education
Bachelor of Science - Psychology
The University of Texas Rio Grande Valley
Edinburg, TX05-2023
Skills
- Customer service
- Problem resolution
- Product knowledge
- Communication skills
- Time management
- Customer relations
- Decision-making
- Active listening
- Adaptability and flexibility
- Multitasking and organization
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- Introduction to Microsoft Excel, Coursera, July 2024
- Certificate in Using Basic Formulas and Functions in Microsoft Excel, Coursera, September 2024
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkInternshipWork Location
RemoteHybridOn-SiteImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsWork from home option4-day work weekPaid sick leavePaid time offTeam Building / Company RetreatsStock Options / Equity / Profit SharingQuote
It is never too late to be what you might have been.
George Eliot
Timeline
HR Service Center Representative
Arthur J. Gallagher
03.2023 - Current
Bilingual Customer Service Representative
Advanced Call Center Technologies, ACT
09.2020 - 01.2023
- Introduction to Microsoft Excel, Coursera, July 2024
- Certificate in Using Basic Formulas and Functions in Microsoft Excel, Coursera, September 2024
Bachelor of Science - Psychology
The University of Texas Rio Grande Valley
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