Veronica Guzman-Osuna
Redmond
Summary
An adaptable professional with 10 years of work experience and proven knowledge of leadership, problem-solving, and workflow prioritization. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
VCA Animal Hospital
Redmond
11.2023 - Current
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Strengthened customer retention by offering discount options.
MEMBERSHIP ENGAGEMENT II (CUSTOMER SERVICE REP)
Bellevue Family YMCA
Bellevue
08.2022 - 02.2025
- Responded to telephone inquiries and complaints following standard operating procedures
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Addressed customers courteously using suitable methods and problem-solving skills
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Provided account information to customers and explained bill service policies and customer rights
- Updated and maintained database with accurate customer information and timely data entry
- Remained open to feedback from supervisor and peers to build and improve skills set
- Handled customer complaints and inquiries in a courteous and efficient manner
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Developed strong customer relationships and loyalty through effective communication
- I built and established strong relationships with customers, enabling long-term partnerships
- I responded promptly to customer queries to increase overall satisfaction
- I followed up with customers after sales to gain feedback
- I evaluated client feedback to brainstorm ways to improve products and provide quality customer service
- I was primarily responsible for the timely and accurate fulfillment of all special order and installation projects from the initial sale through project completion; ensuring customer satisfaction
- I initiated contact with vendors and service providers in order to establish shipment and installation dates, enquiries about in-stocks, product receipts and place any re-orders and order updates
- I was in communication with vendors, shipment companies, managers and associate to ensure the after-sale process went smoothly
CUSTOMER ORDER SPECIALIST
The Home Depot
Aurora
08.2018 - 09.2021
- Evaluated current systems and processes for potential areas of improvement.
- Created detailed purchase orders according to customer requirements.
- Identified customer needs by asking questions and advising on best solutions.
- Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
- Built and deepened relationships with account representatives to support long-term company objectives.
- Collaborated with other departments to ensure timely delivery of customer orders.
- Supervised customer orders and delivered regular status updates.
- Assisted customers with returns, refunds, cancellations.
- Followed-up with customers regarding order status updates.
- Resolved customer inquiries promptly and professionally.
- Consulted with customers regarding needs and addressed concerns.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
TEAM MEMBER, TEAM LEADER
AmeriCorps
US
10.2014 - 06.2017
- Participated as a member in a network of volunteers who provide individualized attention and positive adult-child relationships to prepare children attending preschool in low-income neighborhoods for school success
- Implemented early childhood curriculum, supported family involvement, promoted children's language and literacy skills through ongoing relationships with 20 preschool children, and increased adult support in the learning environment
- Collaborated with a team of 4 Corps members to plan twice weekly in-classroom activities for a class of 20 preschool children
- Received intensive training and professional development in early childhood theory and practice, language and literacy development, leadership skills, and communication with families
- Became a Team Leader after 2 years working in two different preschools so I gained more responsibilities such as organizing and leading all of the activities
- Met with supervisors to voice workflow concerns and recommend potential improvements
Skills
- Customer Understanding
- Social Interaction
- Effective Working Relationships
- Effective Scheduling
- Personnel Management
- Creative Solutions
- Reliable
- Adaptable
- Small Group and Individual Assistance
- Positive Reinforcement Strategies
- Lesson Planning and Preparation
- Organizing and Distributing Materials
- Computer and Microsoft Office Skills
- Creating a Safe Learning Environment
- Experience with Diverse Student Populations
- Collaborative and Team-Oriented
- Toddler-Preschool Age-Group Experience
- Customer service
- Conflict resolution
- Customer relationship management
- Follow-up communication
- Call handling
- Record keeping
- Time management
- Organizational skills
- Calm demeanor
- Relationship building
- Adaptability and flexibility
- Communication skills
- Understanding customer needs
Languages
- Spanish, Intermediate
- English, Fluent
Languages
English
Native/ Bilingual
Spanish
Limited
Timeline
Customer Service Representative
VCA Animal Hospital
11.2023 - Current
MEMBERSHIP ENGAGEMENT II (CUSTOMER SERVICE REP)
Bellevue Family YMCA
08.2022 - 02.2025
CUSTOMER ORDER SPECIALIST
The Home Depot
08.2018 - 09.2021
TEAM MEMBER, TEAM LEADER
AmeriCorps
10.2014 - 06.2017
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