Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Sonia Guajardo

Weslaco

Summary

Dynamic Customer Service Supervisor at United Healthcare with a proven track record in effective problem resolution and team leadership. Enhanced customer satisfaction through strategic coaching and conflict resolution, fostering a collaborative environment. Skilled in training and mentoring, I consistently drive team performance and loyalty while maintaining high service standards.

Customer service professional with extensive experience managing support teams and improving operational efficiency. Recognized for promoting team collaboration and achieving results. Consistently adaptable to changing needs and skilled in conflict resolution and staff training.

Experienced with leading customer service teams to deliver top-tier support. Utilizes effective communication and problem-solving skills to enhance customer satisfaction. Track record of fostering team collaboration and maintaining service quality.

Overview

12
12
years of professional experience

Work History

Customer Service Supervisor

United Healthcare
08.2022 - 05.2025
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.

Team Lead

United Healthcare
01.2017 - 08.2022
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
  • Managed schedules, accepted time off requests and found coverage for short shifts.

Customer Service Representative

United Healthcare
05.2013 - 08.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Education

GED -

Edcouch-Elsa High School
Elsa, TX

Skills

  • Effective problem resolution
  • Time management
  • Customer service
  • Multitasking and organization
  • Team building and leadership
  • Decision-making
  • Team leadership
  • Training and mentoring
  • Customer relations
  • Team development
  • Work prioritization
  • Positive and constructive feedback
  • New hire training
  • Handling escalations

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 20 staff members.
  • Achieved amazing results through effectively helping with collaborating with different projects
  • Resolved product issue through consumer testing.

Languages

Spanish
Professional Working

Timeline

Customer Service Supervisor

United Healthcare
08.2022 - 05.2025

Team Lead

United Healthcare
01.2017 - 08.2022

Customer Service Representative

United Healthcare
05.2013 - 08.2022

GED -

Edcouch-Elsa High School

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