Suzzette Alejandra Gudiel Reyes
Guatemala
Summary
Self-driven professional with a profound analytical and practical personality. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Fast learner, willing to learn and teach, dependable and always ready to help.
Overview
6
6
years of professional experience
1
1
Certificate
Work History
Customer Care Supervisor US Imports & Exports
UPS - Conduent Business Services Guatemala S.A
04.2020 - 03.2023
- Monitored metrics and developed actionable insights to improve efficiency and performance, achieving 100% on yearly performance report based of required KPIs.
- Managed over 42 customer care associates and staff members.
- Leveraged customer relations, administrative and leadership expertise to take ownership of end-to-end customer experience
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Cultivated relationships, mentored staff and communicated cross-functionally to facilitate collaboration
- Developed team members to continuously improve customer experiences
- Traced customer data and compiled reports to help senior managers make effective customer service plans
- Boosted team performance with motivational support, mentoring and job skill coaching
- Worked with customs brokers and freight forwarders to meet shipping documentation requirements and prepared required shipping documents.
- Verified rejected cargo and advised on steps to take for avoiding repeat denial.
- Maintained up-to-date knowledge of US customs regulations and international trade laws.
- Demonstrated leadership skills in managing projects from concept to completion.
- Translated technical concepts and information into terms parties could easily comprehend.
- Utilized Salesforce as the main way to track progress, and analyze performance.
Certified Training and Development Specialist
UPS – Conduent Business Services Guatemala S.A
08.2018 - 04.2020
- Developed and delivered updated training information, boosting frontline employee service levels
- Assessed training needs through surveys, interviews with employees, focus groups and consultation with managers.
- Obtained, organized and developed training procedure manuals, guides and course materials.
- Assessed client complaints to identify customer needs and expectations
- Explained and translated complex concepts into simple content for easy comprehension before onboarding new staff
- Recorded video instruction to support remote students and offer training to large number of employees
- Prepared, conducted and evaluated training programs to support staff changes, company growth and expansion activities
- Created internal training programs to address competency gaps and organized programs to meet specific learning needs.
Customer Care Associate
UPS – Conduent Business Services Guatemala S.A
03.2017 - 08.2018
- Provided solutions, recommendations and replacements with empathy and positive feedback
- Demonstrated commitment to customer service by building productive relationships, resolving complex issues and boosting customer loyalty
- Shared relevant tools with customers as necessary to reduce support call frequency
- Facilitated clear communication between distribution centers, carrier companies and customers to expertly resolve inquiries.
Education
Licenciatura - Law - Ciencias Juridicas Y Sociales
Universidad Rafael Landivar
Guatemala2023
High School Diploma -
Colegio Lehnsen Américas
Guatemala2008
Skills
- Service solution development
- Escalation management
- Staff development plans
- Improve job skills
- Project management
- Staff mentoring
- Report preparation
- Develop training programs
- Leadership training
- Interdepartmental Collaboration
- Technical Issues Analysis
- Cloud based Salesforce and Azure
Certification
- Certified Learning and Development Trainer, United Parcel Service, UPS - [2018 - 2023]
- Certified Microsoft Office - Excel, Word, PowerPoint. Advanced.
Languages
Spanish
Native language
English
Proficient
C2
French
Upper intermediate
B2
Timeline
Customer Care Supervisor US Imports & Exports
UPS - Conduent Business Services Guatemala S.A
04.2020 - 03.2023
Certified Training and Development Specialist
UPS – Conduent Business Services Guatemala S.A
08.2018 - 04.2020
Customer Care Associate
UPS – Conduent Business Services Guatemala S.A
03.2017 - 08.2018
Licenciatura - Law - Ciencias Juridicas Y Sociales
Universidad Rafael Landivar
High School Diploma -
Colegio Lehnsen Américas
- Certified Learning and Development Trainer, United Parcel Service, UPS - [2018 - 2023]
- Certified Microsoft Office - Excel, Word, PowerPoint. Advanced.
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