Shannon Guzman
Austin,TX
Summary
Experienced Quality Assurance and Customer Service Specialist with 14 years in remote and in-person retail environments. Expert in managing high volumes of inbound calls, live chats, and emails while ensuring SLA compliance and fostering strong customer relationships. Skilled in CRM systems, active listening, and multitasking to enhance customer satisfaction and drive company success.
Overview
10
10
years of professional experience
Work History
Quality Assurance Specialist
Stitch Fix
Austin, TX
11.2024 - 09.2026
- Conducted audits of customer service team chat and email tickets to ensure quality standards.
- Provided quality scores and coaching to our various CX and TaskUs teams.
- Hosted ticket calibration meetings and provided training sessions for our CX team members.
- Trained LLM to effectively flag chat and email tickets for auditing purposes.
- Worked in an email task force to retain escalated clients.
- Documented testing processes and results to support compliance and future reference.
- Communicated regularly with management to discuss quality trends.
- Monitored production environment performance metrics for anomalies that could indicate quality issues.
Customer Experience Agent
Stitch Fix
Austin
03.2021 - 11.2024
- Managed customer inquiries through email and chat platforms.
- Resolved product issues and provided tailored recommendations to clients.
- Collaborated with styling team to enhance personalized customer experiences.
- Conducted follow-up communications to ensure overall satisfaction.
- Maintained up-to-date knowledge of product features, benefits, pricing, and promotions.
Customer Service Representative
Progressive
Austin, TX
11.2018 - 03.2020
- Assisted customers over the phone with inquiries about commercial policies and claims processes.
- Educated clients on coverage options to enhance understanding of services.
- Utilized CRM systems to log interactions and track customer issues efficiently.
- Managed high-volume calls while maintaining a professional demeanor at all times.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Certified custom framer
Michaels Craft Store
Round Rock, Texas
09.2016 - 11.2018
- Assisted customers in selecting appropriate framing materials and styles.
- Operated cutting tools and equipment for precise frame construction.
- Ensured quality control during framing processes for optimal results.
- Stretched canvas paintings on wood stretcher bars prior to framing.
- Constructed shadow boxes for displaying three-dimensional objects.
- Conducting sales and customer service.
- Managed inventory of framing supplies and materials for efficient operations.
- Provided training to new staff on framing techniques and store policies.
- Collaborated with team members to maintain an organized workspace.
- Cashiering and money handling.
Education
Round Rock High School
Round Rock, TexasSome College (No Degree) - Environmental Science
Austin Community College
Austin, TXSkills
- Quality assurance
- Performance metrics
- Training design
- Customer relationship management
- Multi-channel support: phones, chat and email
- Problem-solving skills
- Customer service
References
References available upon request.
Timeline
Quality Assurance Specialist
Stitch Fix
11.2024 - 09.2026
Customer Experience Agent
Stitch Fix
03.2021 - 11.2024
Customer Service Representative
Progressive
11.2018 - 03.2020
Certified custom framer
Michaels Craft Store
09.2016 - 11.2018
Round Rock High School
Some College (No Degree) - Environmental Science
Austin Community College