Terry Guzman
Customer Service Representative
San Antonio,TX
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, ad providing customized solutions to build loyalty.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
SWBC-Southwest Business
02.2025 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Bank Servicing Representative
USAA
09.2021 - 05.2024
- Assist members with various banking needs related to accounts, credit cards, and wire transfers
- Adhere to strict banking guidelines to ensure compliance with Federal Regulations
- Process payments on member credit card accounts
- Maintain proper control of calls to handle customer concerns in a timely manner
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Maintained up-to-date knowledge of product and service changes.
Training Assistant/Customer Service Rep
QVC, (Qurate Retail Group)
05.2020 - 09.2021
- Assist the trainer with presenting material through virtual training of students
- Track daily attendance of 15-30 students, depending on size of training class
- Pull up various reports to track students time on the phone
- Remotely log in to live monitor students when they take calls through live viewer and dial into students calls to listen
- Provide coaching through Behavioral Coaching feedback sessions with 5-7 students, depending on size of class
- Assist trainer with catching up any students that have missed material or need help understanding it via one-on-one breakout group in Webex
Customer Service Rep
QVC, (Qurate Retail Group)
09.2019 - 05.2020
- Answer incoming calls from individuals regarding their QVC member accounts
- Track customer orders and customer returns, process refunds to customer accounts
- Educate customers on QVC policies
- Create new member accounts for customers wishing to order
- Utilize resources to search for items that customers are looking to order, provide information to customers about their specific questions
- Maintain proper control of calls to handle customer concerns in a timely manner
Team Lead
NextGen Leads
08.2018 - 07.2019
- Supervise a team of 4 to 6 employees
- Communicate and track team goals and objectives
- Encourage excellence in task completion and report results
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Established team priorities, maintained schedules and monitored performance.
Live Transfer Agent
NextGen Leads
07.2016 - 08.2018
- Answered incoming calls from individuals searching for Health Insurance, Medicare Supplement plans, Life Insurance or Auto Insurance
- Developed credibility with caller and provided clear information, advice, and direction to close sale
Customer Service Representative
Citi
08.2007 - 07.2008
- Answered incoming customer credit card calls
- Processed customer payments
- Processed customers’ requests for increase in line of credit
- Upsold services
Customer Service Representative
Nelnet
12.2005 - 12.2006
- Answered incoming calls
- Provided information on current federal student loans
- Processed payment and consolidated loans for qualifying students
Appointment Setter
The College Network
07.2005 - 12.2005
- Outbound call center for at home college courses
- Set appointments for advisor/student meetings regarding further college education
Customer Service Representative
Kelly Services at Sallie Mae
07.2004 - 06.2005
- Answered incoming calls
- Provide current federal student loan information
- Processed payment and consolidated student loans
Education
Bachelor of Arts - Communications
Southern New Hampshire University
08-2024
Skills
- Over 15 years in customer service
- Proficient in Microsoft Office Suite
- Team motivation and coaching
- Reliable team collaborator
- Critical thinking
- Problem-solving
Timeline
Customer Service Representative
SWBC-Southwest Business
02.2025 - Current
Bank Servicing Representative
USAA
09.2021 - 05.2024
Training Assistant/Customer Service Rep
QVC, (Qurate Retail Group)
05.2020 - 09.2021
Customer Service Rep
QVC, (Qurate Retail Group)
09.2019 - 05.2020
Team Lead
NextGen Leads
08.2018 - 07.2019
Live Transfer Agent
NextGen Leads
07.2016 - 08.2018
Customer Service Representative
Citi
08.2007 - 07.2008
Customer Service Representative
Nelnet
12.2005 - 12.2006
Appointment Setter
The College Network
07.2005 - 12.2005
Customer Service Representative
Kelly Services at Sallie Mae
07.2004 - 06.2005
Bachelor of Arts - Communications
Southern New Hampshire University
AWARDS
- Quality Award May 2019
- Team of the Month Award April 2019
- Team of the Month Award May 2019
- Sunshine Award June 2019