Shannon Gutierrez
Arizona City,AZ
Summary
Organized Production Scheduler with 21 years of experience in project implementation, facilitation and completion. Adept at increasing productivity and overall workflows through effective communication and leadership skills. Fantastic problem-solver with dedication to efficient data collection and cost-effective budgeting.
Overview
21
21
years of professional experience
Work History
Assistant Customer Service Manager
Interior Logic Group
10.2022 - 12.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Responded to customer calls and emails to answer questions about products and services.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Created customer support strategies to increase customer retention.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Followed through with client requests to resolve problems.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Researched and corrected customer concerns to promote company loyalty.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Kept accurate records to document customer service actions and discussions.
Customer Service Field Representative
Lennar Homes
01.2020 - 10.2022
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Field Representative
Richmond American Homes
01.2018 - 01.2021
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased efficiency and team productivity by promoting operational best practices.
- Managed timely and effective replacement of damaged or missing products.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Production Scheduling / Customer Service
Interior Logic
01.2013 - 10.2017
- Researched latest industry trends and technologies, boosting knowledge and understanding of industrial production.
- Updated logs and submitted timely reports detailing activities in line with regulatory standards.
- Utilized data analysis tools to identify and resolve production issues.
- Coordinated with other departments to align production with customer requirements.
- Scrutinized production output and identified areas for improvement.
- Maintained accurate records and handled purchase orders.
- Updated management and clients on progress of production.
- Developed scheduling for certain tasks so that goods will be available when needed.
- Evaluated employee performance and provided feedback and training as needed.
- Created and oversaw production schedules and adjusted as needed to meet deadlines.
Production Manager
Andrew Lauren Interiors / Primera
07.2002 - 01.2013
- Resolved issues quickly to maintain productivity goals.
- Reviewed work for quality and compliance with company standards and design specifications.
- Standardized production procedures, job roles, and quality assurance guidelines.
- Managed continuous improvement initiatives to drive gains in quality, flow, and output.
Education
High School Diploma -
Dimond High School
05.1999
Skills
- Master Scheduling
- Critical Thinking
- Production and Processing
- Administrative Support
- Solution Coordination
- Continuous Improvement Projects
- Coordinating Work Orders
- Quality Control
- Production Planning and Control
- Constructive Feedback
- Creative Solutions
- Social Perceptiveness
- Information Gathering
- Customer Satisfaction
- Effective Scheduling
- Site Visits
- Customer Expectations Management
- Quality Assurance Authority
- Meeting Planning and Leadership
- Data Gathering and Documentation
- Active Learning
- Minor Repairs
- Professional Relationships
- Vendor Relationships
- Quality Assurance
Timeline
Assistant Customer Service Manager
Interior Logic Group
10.2022 - 12.2023
Customer Service Field Representative
Lennar Homes
01.2020 - 10.2022
Customer Service Field Representative
Richmond American Homes
01.2018 - 01.2021
Production Scheduling / Customer Service
Interior Logic
01.2013 - 10.2017
Production Manager
Andrew Lauren Interiors / Primera
07.2002 - 01.2013
High School Diploma -
Dimond High School
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