Sasha Gutierrez
Tucson,AZ
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Enterprise Hold
8 2016 - Current
- Managed quality communication, customer support and product representation for each client
- Resolved product/policy issues and shared benefits of new technology
- Assisted customers with store and product complaints
- Guaranteed positive customer experiences and resolved all customer complaints
- Managed over 50 customer calls per day
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
Account Services Representative
Cox Communications
08.2018 - Current
- Provide escalation support for various internal tools and platforms to cross functional teams post onboarding ensuring exceptional customer service
- Develop and maintain strong relations with team members, leadership and customer resulting in improved employee and customer satisfaction
- Assisting customers from start to finish based on their individual needs.
- Crossed trained in UET. Helping back office with AHU tickets proficient in icoms
- Managed over 50 calls per day
Quality Assurance Analyst
C3/CustomerCont
10 2013 - 8 2016
- Focused on quality, communication, collaboration, and teamwork
- Reviewed agent's calls to ensure all procedures were followed correctly
- Completed side by side coaching's with representatives to improve their quality scores
- Trained new hires. Explained what our quality department did and what we would be scoring on each call
- Organized and maintained work environment to allow for maximum productivity
- Mentored and coached team members on QA topics and strategies
Escalated Customer Service Representative
Sears
6 2012 - 10 2013
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
- Achieved high sales percentage with consultative, value-focused customer service approach.
- Managed quality communication, customer support and product representation for each client.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Handled customer inquiries and suggestions courteously and professionally
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
Customer Service Representative
CCI
11 2012 - 6 2013
- Managed quality communication, customer support and product representation for each client
- Guaranteed positive customer experiences and resolved all customer complaints
- Managed over 50 customer calls per day
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
Food Service Manager
AAFES
3 2010 - 10 2011
- Directed team of service professionals focused on preparation procedure
- Communicated clearly and positively with co-workers and management
- Resolved guest complaints promptly and professionally
- Assisted management with monthly inventory control and weekly stock ordering
- Managed over 50 customer calls per day
Education
Health And Accident Insurance License - Heath and accident Insurance license
Arizona Health And Accident Insurance
Tucson, AZ2016
Some College (No Degree) - Cosmetology
Artistic Beauty College
Tucson, AZHigh School Diploma - General studies
Morenci high school
Morenci, AZ2005
Skills
- Seasoned in conflict resolution
- Sharp problem solver
- Courteous demeanor
- Energetic work attitude
- Customer service expert
- Telecommunication skills
Timeline
Account Services Representative
Cox Communications
08.2018 - Current
Customer Service Representative
Enterprise Hold
8 2016 - Current
Quality Assurance Analyst
C3/CustomerCont
10 2013 - 8 2016
Escalated Customer Service Representative
Sears
6 2012 - 10 2013
Customer Service Representative
CCI
11 2012 - 6 2013
Food Service Manager
AAFES
3 2010 - 10 2011
Health And Accident Insurance License - Heath and accident Insurance license
Arizona Health And Accident Insurance
Some College (No Degree) - Cosmetology
Artistic Beauty College
High School Diploma - General studies
Morenci high school
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