Tianna Gutierrez
CA
Summary
Positive, upbeat individual that brings more than 10 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Truesource-
Islandia, NY
05.2021 - 05.2023
- Demonstrated excellent communication skills in resolving affiliate and consumer complaints.
- Answered incoming calls and emails, providing frontline customer support, or assistance with accounts and customer work orders.
- Proactive in learning new accounts to assist with, and ways to improve our relationship with affiliates and customers.
- Uploading documents for completion verification, and moving to a billable status.
Customer Service Representative
GC Services
Mesa, AZ
06.2019 - 03.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable, and friendly service.
- Remained calm and professional in stressful circumstances, and effectively diffused tense situations.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- Assisted customers with making payments or placing new orders.
Customer Service Representative
Williams Sonoma Inc
Las Vegas, NV
05.2018 - 05.2019
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable, and friendly service.
- Assisted customers with making new furniture orders, and provided order updates.
- I asked open-ended questions to understand customer needs and style.
- Boosted sales by going beyond the basics with every customer to offer product, style, and purchasing advice.
Mother
The Pregnancy Pause
Las Vegas, NV
04.2018 - 04.2018
- Firsthand experience in child-rearing and development. Maternity leave is a full-time job.
Customer Service Representative
Enterprise
Las Vegas, NV
02.2017 - 03.2018
- Maintained up-to-date knowledge of store policies regarding payments and returns.
- Performed in-depth research to answer more complex questions.
- Guaranteed positive customer experiences and resolved all customer needs.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Data Entry Clerk
EGS
Las Vegas, NV
09.2016 - 01.2017
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
- Identified and corrected data entry errors to prevent duplication across systems.
- Reviewed and updated account information in company computer system.
- Exceeded quality goals to support team productivity.
- Organized billing and invoice data, prepared accounts receivable and generated revenue reports to support audits.
- Scanned and stored files and records electronically to reduce paper files and secure data.
- Adhered to strict data confidentiality policies to prevent information leakage.
Customer Service Representative
Westlake Financial Services
Los Angeles, CA
11.2015 - 07.2016
- Taking phone payments via web, money gram, western union, check free.
- Good negotiator when it came to collecting past due payments.
- Maintain professionalism when providing customer service and resolving customer complaints.
- Responsible for collecting on a designate queue via inbound calls.
Education
Associate of Science - Nursing
Citrus College
Glendora, CA05-2028
Certification of Pharmacy Technician -
American Career College
01.2014
High School Diploma -
Garey High School
05.2013
Skills
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Creative Problem Solving
- Efficient and Detail-Oriented
- Inbound and Outbound Calling and Chat Support
- Office tool Proficiency
- Multitasking and Prioritization
- 55 wpm Typing Speed
Timeline
Customer Service Representative
Truesource-
05.2021 - 05.2023
Customer Service Representative
GC Services
06.2019 - 03.2021
Customer Service Representative
Williams Sonoma Inc
05.2018 - 05.2019
Mother
The Pregnancy Pause
04.2018 - 04.2018
Customer Service Representative
Enterprise
02.2017 - 03.2018
Data Entry Clerk
EGS
09.2016 - 01.2017
Customer Service Representative
Westlake Financial Services
11.2015 - 07.2016
Certification of Pharmacy Technician -
American Career College
High School Diploma -
Garey High School
Associate of Science - Nursing
Citrus College
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