Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Sacha Gutierrez

Methuen,Massachusetts

Summary

Focused professional with several years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.

Overview

8
8
years of professional experience

Work History

CSR-SUPERVISOR-EMBASSADOR

SAVILINX-DFML
Lawrence, Massachusetts
03.2021 - Current
  • Developed and implemented customer service policies and procedures.
  • Conducted regular staff meetings to discuss CSR performance issues.
  • Monitored claimants service team's daily activities and provided feedback.
  • Assisted with resolving escalated claimants service complaints.
  • Ensured compliance with all relevant laws, regulations, and standards of practice.
  • Provided guidance on responding to customer inquiries in a timely manner.
  • Trained new employees on departmental processes, protocols, and procedures.
  • Identified areas for improvement in the customer service process flow.
  • Developed strategies to improve customer satisfaction levels.
  • Evaluated existing processes and recommended changes or improvements where necessary.
  • Reviewed monthly statistics related to call center operations including average handle time, call abandonment rate..
  • Resolved conflicts between customers and clients and CSRs effectively and efficiently.

Pharmacy Production Clerk

Newport Pharmacy
Jersey City, NJ
06.2018 - 01.2021
  • Received incoming pharmaceutical products and verified accuracy of orders.
  • Maintained accurate records of all production activities.
  • Monitored production process to ensure quality standards were met.
  • Performed daily inspections on equipment to identify any malfunctions or potential hazards.
  • Assisted in the training of new employees on proper safety protocols and procedures.

Support Specialist

Michaels Arts and Crafts
Secaucus, NJ
05.2017 - 01.2021
  • Documented customer inquiries and resolutions in a ticketing system.
  • Analyzed computer issues, identified root causes, and implemented solutions.
  • Installed operating systems, applications, and related hardware components.
  • Coordinated with vendors for product ordering and delivery services.

Education

Some College (No Degree) - X-Ray Tech

Essex County College
Newark, NJ

Skills

  • CRM software
  • Staff training and development
  • Call center operations
  • Sales support
  • Employee schedule management
  • Complaint resolution
  • Email management
  • Account authorizations
  • Verbal and written communication
  • Data analysis
  • Process improvement
  • Team productivity
  • Performance management

Languages

Spanish
Professional
English
Professional

Timeline

CSR-SUPERVISOR-EMBASSADOR

SAVILINX-DFML
03.2021 - Current

Pharmacy Production Clerk

Newport Pharmacy
06.2018 - 01.2021

Support Specialist

Michaels Arts and Crafts
05.2017 - 01.2021

Some College (No Degree) - X-Ray Tech

Essex County College

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Sacha Gutierrez