Veronica Guzman
Brandon,FL
Summary
Dynamic and results-driven professional with extensive experience, excelling in customer service and leadership. Proven track record in training teams and enhancing operational efficiency, resulting in receiving an MVP award in my first quarter of employment with Hibbett. Rated #1 in the company for sales increase compared to last year. Bilingual in English and Spanish, with strong analytical skills, and a commitment to exceeding performance goals. Recognized for implementing effective customer service initiatives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Store Manager
Hibbett Sports
Tampa, FL
10.2024 - 04.2025
- Maintained accurate records of employee performance reviews.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Recruited, trained and supervised new employees.
- Established customer service standards and monitored staff compliance.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
Administrative Assistant
Bottom Zupp
Safety Harbor, Florida
09.2023 - 04.2024
- Compiled data from various sources into organized reports for review by management team.
- Answered questions from customers regarding products and services offered by the company.
- Processed invoices for payment using accounting software applications.
- Managed database systems containing customer contact information.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Responded to customer issues to provide immediate resolution and improve retention.
Leasing Consultant
Carlton Arms of South Lakeland
Lakeland, Florida
03.2022 - 02.2024
- Assisted management with new hire training in procedures, guidelines, and software.
- Prepared lease agreements, collected security deposits and rent payments from tenants.
- Resolved tenant complaints promptly and professionally while maintaining positive relationships with residents.
- Handled incoming calls regarding availability of units, pricing information and other inquiries.
- Developed marketing strategies aimed at increasing leasing activity within the community.
- Greeted potential tenants and provided information about the property.
Customer Service Representative
GEICO
Lakeland, FL
04.2018 - 02.2022
- Assisted management with new hire training in procedures, guidelines, and software.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Sales Associate
Champs Sports/Footlocker
Brandon, FL
06.2016 - 08.2018
- Trained new team members in cash register operation, stock procedures, and customer services.
- Upsold additional items based on customer interests and needs.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Unboxed new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, clean, organized and current.
- Performed cashier duties such as accepting payments, issuing receipts, processing exchanges, and refunds.
Warehouse Associate
Amazon
Ruskin, Florida
08.2017 - 03.2018
- Received and processed incoming shipments, verifying accuracy of items against purchase orders.
- Collaborated with team members to complete tasks efficiently and accurately.
- Organized warehouse space by rearranging products on shelves, racks and bins according to size, weight, type and other specifications.
- Operated a variety of material handling equipment including electric pallet jacks, hand-held scanners, shrink wrap machines and conveyor systems.
- Performed cycle counts to ensure accuracy of inventory levels.
- Used pallet jacks to move items to and from warehouse locations.
Customer Service Representative
Rooms To Go
Seffner, Florida
08.2015 - 06.2016
- Assisted customers with billing, returns, exchanges and technical support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
High School Diploma -
Newsome High School
Lithia, FL05-2015
Skills
- Bilingual (English/Spanish)
- Communication excellence
- Customer service expertise
- Microsoft Office software
- Data entry proficiency
- Analytical thinking
- Rental agreements expertise
- Fair housing guidelines
- Problem-solving skills
- Conflict management
- File management
- Leadership skills
- Multi-tasking skills
- Organizational skills
- Independent initiative
- Detail-oriented approach
- Sales tactics
- Fast-paced adaptability
- Stress management
- Quality assurance
- Payment processing proficiency
- Team-oriented collaboration
- Decision analysis
- Calendar management and scheduling
- Deadline management
- Effective listening
- Policy adherence and compliance
- Goal orientation
- Task prioritization
- Employee training
- Payroll administration
- Performance evaluation
- Shift checklists
- Recruitment strategies
- Reliable
- Marketing and promotions
- Loss prevention procedures
Accomplishments
- MVP Award at Hibbett
- Store rated #1 in the company for comp sales
- Top Performer for December and January at Geico
Certification
- 440 Insurance License
References
References available upon request.
Timeline
Store Manager
Hibbett Sports
10.2024 - 04.2025
Administrative Assistant
Bottom Zupp
09.2023 - 04.2024
Leasing Consultant
Carlton Arms of South Lakeland
03.2022 - 02.2024
Customer Service Representative
GEICO
04.2018 - 02.2022
Warehouse Associate
Amazon
08.2017 - 03.2018
Sales Associate
Champs Sports/Footlocker
06.2016 - 08.2018
Customer Service Representative
Rooms To Go
08.2015 - 06.2016
High School Diploma -
Newsome High School
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