Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Tom Guzman

Waukegan,IL

Summary

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

19
19
years of professional experience

Work History

Messaging Tech Agent

Verizon
09.2018 - 10.2024
  • Assisted consumer and business customers with maintaining accounts and upgraded services that may benefit them by using available promotions.
  • Assisted with troubleshooting network and equipment.
  • Opened and monitoring tickets and cases that involve network and equipment issues and following up with customers with a resolution.
  • Work with other departments when needed and at
    the same time be able to work on my own and helping multiple customers at a time with hardware, software, applications and network
    issues while following proper guidelines and procedures for guidance.
  • Took ownership of conversations to help customer customers with account questions and account changes.
  • Used Verizon's messaging platform to communicate via typing with multiple customers at the same time.
  • Met and exceeded monthly sales goals by asking proper questions to determine the best services for the customer.

Banker

BMO Harris Bank
10.2015 - 09.2018
  • Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Maintained friendly and professional customer interactions with both consumer and business
    accounts.
  • Maintained confidentiality of bank records and client information. Assessed
    financial situations to develop strategic financial planning solutions.
  • Managed call flow and responded to technical support needs of customers. Identified and solved technical issues with a
    variety of diagnostic tools and systems while working at a fast pace environment. Conducted research to address customer concerns with
    other teams/departments.
  • Worked with different teams while transitioning from one role to another and at the same time being able to work on my own to deliver customer needs and business priorities. Coached new staff on how to properly use systems/tools and build customer trust/loyalty.
  • Presented team with new Company updates during team meetings.
  • Bmo helped me get better at:*Meeting
    monthly goals*Improving my Communication skills*Providing the best Customer experience.
    *Critical thinking*Working in a fast paced environment.

Lead Sales Representative

Sprint
07.2007 - 10.2015
  • Trained, coached, and mentored new sales associates for maximum performance.
  • Up-sold and cross-sold products effectively, driving sales and increasing revenue.
  • Achieved or exceeded company-defined sales quotas.
  • Developed, maintained and utilized diverse client base.
  • Built diverse and consistent sales portfolio.
  • Contributed to team objectives in fast-paced environment.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Built relationships with customers and community to promote long term business growth.
  • Worked with other departments and third party vendors.

Lead Sales Consultant

Radioshack
05.2005 - 06.2007
  • My responsibilities included opening and closing the store, provided a leadership role while
    manager was not in store.
  • Trained, coached, and mentored new sales associates for maximum performance.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Consulted with businesses to supply accurate product and service information.
  • Contributed to event marketing, sales and brand promotion.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Developed and maintained strong working relationships with professionals within assigned territory.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.

Education

High School Diploma -

Warren Township High School
Gurnee, IL

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College Of Lake County
Grayslake, IL

Skills

  • Good Communication and written skills
  • Customer Focused
  • Detailed
  • Problem solver
  • Technical savvy
  • Able to Multi-task

Accomplishments

  • Fulfilled all supervisory duties when needed.
  • Coached peers to help them improve monthly goals.
  • Always met and exceeded goals.
  • Recognized monthly by supervisor and manager.

Languages

Spanish
Native or Bilingual

Timeline

Messaging Tech Agent

Verizon
09.2018 - 10.2024

Banker

BMO Harris Bank
10.2015 - 09.2018

Lead Sales Representative

Sprint
07.2007 - 10.2015

Lead Sales Consultant

Radioshack
05.2005 - 06.2007

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College Of Lake County

High School Diploma -

Warren Township High School

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