Summary
Overview
Work History
Education
Skills
Timeline
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Shaianne Guzman

Colorado Springs, CO

Summary

Experienced customer service professional with a proven ability to efficiently manage high call volumes, uphold high standards, and achieve positive outcomes through effective communication and problem-solving skills. Recognized for strong teamwork, reliability, and adaptability in fast-paced and ever-changing work environments.

Overview

6
6
years of professional experience

Work History

Call Representative

T-mobile Call Center
09.2023 - Current
  • Assist account issues with billing, rate plan options and discounts
  • Explicate promotions, upgrade devices and accessories
  • Address network outages and set expectations with troubleshooting
  • Assist customers with new accounts, entertainment set up
  • Answered inbound customer service calls to assist with questions, concerns or problems.
  • Maintained up-to-date knowledge of products, services, and policies to provide accurate information to customers during calls.
  • Reduced customer complaints by providing accurate information and empathetic support during difficult situations.
  • Increased first-call resolution rates by thoroughly researching customer issues and offering comprehensive solutions.
  • Prevented potential loss of business by identifying at-risk customers and addressing their concerns proactively.
  • Strengthened customer relationships by following up on unresolved issues and ensuring satisfactory resolutions were achieved.
  • Escalated complex matters to management to request information or appropriate action to resolve.
  • Contributed to team success by collaborating with peers and sharing best practices for effective communication techniques.
  • Developed rapport with customers through active listening skills, creating trust and loyalty in the brand.
  • Demonstrated adaptability by handling a variety of call types, including inbound sales inquiries, technical support inquiries, and general customer service calls.
  • Utilized CRM software to track customer interactions, enabling personalized and efficient service in future engagements.
  • Attended training to stay up to date with new products and service offerings.
  • Supported new hires through mentoring activities, fostering a positive work environment that encouraged continuous improvement.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Managed timely and effective replacement of damaged or missing products.

Night Auditor

The Doubletree Hotel
07.2024 - 11.2024
  • Checking all submitted paperwork from the day for errors
  • Inputting banquet and catering sales into excel spreadsheets
  • Checking and verifying variances
  • Organizing/ Copying paperwork for accounting
  • Setting up shuttle bus to match airline check ins/ check outs
  • Ensured compliance with all hotel policies and regulatory requirements, maintaining high standards of operations.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
  • Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
  • Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
  • Entered customer data into room system and updated information whenever patrons changed rooms.
  • Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.

Server

Parry’s Pizzeria & Taphouse
04.2023 - 09.2023
  • Greet customers with uncommon hospitality
  • Take orders, manage register and all third party orders such as doordash, grubhub and uber eats
  • Deliver food to guests
  • Buss indoor and outdoor tables
  • Clean restrooms and maintain restaurant cleanliness (cleaning windows, moping, sweeping patio and inside restaurant, ensuring promotion signs are up to date)
  • Assist with fundraisers
  • Prep recipes for cooks in kitchen
  • Deliver alcoholic drinks to tables
  • Describe in detail to customers our rewards plan
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Cultivated warm relationships with regular customers.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.

Server

Garden of The Gods Hotel Resort and Club
05.2023 - 08.2023
  • Perform to very high standards during both setup and service.
  • Keeps work areas clean and organized.
  • Daily stocking and cleaning of all service areas in dining room and kitchen. Performs any necessary pre-shift side work. Daily hand polishing of china, silver, and glassware.
  • Reviews the menu and becomes thoroughly familiar with all items and means of preparation being offered that day, including the ingredients, preparation, sauces, and garnishes as well as the wine list, what wines compliment which food items, and why
  • Answer phone calls, take orders over the phone and deliver food to hotel rooms including take out
  • Checks with the Lead Line Cook for any special instructions prior to the beginning of each shift. Ensures the line is properly set up and cleaned.
  • Learns and memorizes all table numbers and seat numbers so they can deliver the members and guests order without having to ask who ordered it.
  • Deliver food to Casita rooms using a golf cart
  • Ensures prompt delivery of food to the member's or guest's table. Handles hot plates and glassware.
  • Work with Captains, Supervisors, and Manager to insure prompt, accurate and efficient service.
  • Cleans and reset tables as directed.
  • Completes assigned side work and assists in closing the line, nightly breakdown of side stations and cleaning the kitchen.
  • Buss tables and room service orders
  • Banquet experience, general set up and offering samples to all guest, constant walkthroughs through out the event
  • May be called upon to assist with in-room dining services, as needed, or required.
  • Always maintains a constant focus on professionalism and customer service.
  • Always maintain professional appearance with a crisp, clean uniform as outlined in property guidelines.
  • Deliver "I Am Proud" service standards and department-specific signature touch points
  • Establish cross-departmental channels of communication among teammates that are consistent and complete
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.

Assistant Manager

Arby’s
08.2021 - 03.2023
  • Opening, closing the restaurant, including, running the shift, executing all yearly, monthly, and day to day goals.
  • Effectively communicating with members in and out of positions, adjusting positions as needed, morning or night crew for successful business operations
  • Training management. Providing leadership to any crew member in need of assistance
  • Trusted to count money, order change, deposit money for Loomis before the deadline
  • Inventory, ordering, reviewing, and putting away truck deliveries needed for the restaurant
  • Counting daily, weekly, monthly and yearly inventory
  • Sanitizing, deck scrubbing driveways, ovens, fryer vents, deep cleaning carts, walk in freezers, coolers, all trash cans and dirt build up on wheels to all machinery
  • Walk through of slicer cleaning, tempered products and FIFO
  • Advertisement, organizing signage, holiday sales, and all promotions at exact time needed
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Generated repeat business through exceptional customer service.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.

Mover

College Hunks Hauling Junk
01.2022 - 05.2022
  • Check in meeting before dispatching
  • Arrange moving trucks with wrapping paper, floor tape, box tape, T.V boxes, general moving boxes, mattress covers, truck straps, and furniture covers
  • Carry, push and/or pull multiple pounds up stairs or hills
  • Safely unload customers belongings from the truck into their homes
  • Assist customers with any questions or specific requests
  • Extra cleaning after every move to ensure safety and quality assurance
  • Worked closely with team members to develop efficient strategies for completing moves within designated timeframes.
  • Loaded and unloaded trucks with customer possessions or merchandise weighing up to 60-75 lbs.
  • Maneuvered items carefully through narrow hallways and doorways to prevent damage.
  • Reduced potential damage to items by using appropriate packing materials and techniques for fragile or valuable possessions.
  • Disconnected and reconstructed furniture by removing headboards from bed frames, unscrewing mirrors from dressers and reassembling tables.
  • Provided physical assistance during heavy lifting tasks as needed, minimizing risk of injury for both employees and clients'' possessions.
  • Demonstrated strong problem-solving skills when faced with unexpected challenges during moves, finding effective solutions that satisfied clients'' needs.

Cook

Domino’s
01.2021 - 07.2021
  • Prepping all foods and toppings for the day, preparing panned dough, making pizza dough from scratch in a timely manner.
  • Put together orders, including desserts, drinks, all sauce bottles, sauce cups
  • Clean pizza utensils, ovens, countertops, dishes, floor sweeping & mopping
  • Answering phones to replace incorrect orders and taking over the phone orders, dispatching drivers, managing the register, handing out orders in drive through, taking in store orders, restocking all equipment at the end of shift
  • Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
  • Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
  • Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
  • Created identical dishes numerous times daily with consistent care, attention to detail, and quality.
  • Maintained well-stocked stations with supplies and spices for maximum productivity.
  • Adapted quickly to menu changes and customer requests, demonstrating flexibility and problem-solving skills.

Crew Member

Arby’s
06.2019 - 08.2021
  • Manage the register in a timely manner for the drive through and lobby.
  • Responsible for cleaning bathrooms, restocking utensils, lids, napkins, filling up ice, putting foods in freezer, washing dishes, headset, order taking, tutorials and training for sandwich making, sanitary work environments, wiping down tables, closing and opening lobby, restocking fryer, filling up shake machine, taking out the trash, expediting.
  • Worked front counter, drive-thru and other areas.
  • Took orders, prepared meals, and collected payments.
  • Worked well with teammates and accepted coaching from management team.
  • Improved customer satisfaction by providing friendly and efficient service at the register.
  • Became familiar with products to answer questions and make suggestions.
  • Addressed guest needs, questions, or concerns to create optimum experience onboard.
  • Assisted in reducing wait times by efficiently managing customer queues during peak hours.
  • Ensured proper food storage protocols were followed, contributing to improved food safety measures within the establishment.
  • Stocked shelves to organize aisles in assigned department.
  • Assisted with financial tasks such as cash handling, drawer reconciliation, and end-of-day deposits when needed.
  • Participated in ongoing training programs to continuously update knowledge of company policies and procedures.

Education

High School Diploma -

Widefield High School
615 Widefield Dr
05.2021

High School Diploma -

Vista Ridge High School
6888 Black Forest Rd
08.2020

High School Diploma -

Liberty High School
8720 Scarborough Dr
08.2018

Skills

  • Customer service
  • Goal oriented
  • Call center customer service
  • Customer correspondence
  • Complaint resolution
  • Account management
  • CRM software

Timeline

Night Auditor

The Doubletree Hotel
07.2024 - 11.2024

Call Representative

T-mobile Call Center
09.2023 - Current

Server

Garden of The Gods Hotel Resort and Club
05.2023 - 08.2023

Server

Parry’s Pizzeria & Taphouse
04.2023 - 09.2023

Mover

College Hunks Hauling Junk
01.2022 - 05.2022

Assistant Manager

Arby’s
08.2021 - 03.2023

Cook

Domino’s
01.2021 - 07.2021

Crew Member

Arby’s
06.2019 - 08.2021

High School Diploma -

Widefield High School

High School Diploma -

Vista Ridge High School

High School Diploma -

Liberty High School

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Shaianne Guzman