Diana Gutierrez
City of Norfolk, Norfolk Cares Call Center
Norfolk
8
years of professional experience
City call center representative with over seven years in customer service background and talent for operating in high volume and high stress environments in a manner that prioritizes clients and provides them with meaningful resolutions. Dependable to teammates and leadership as well as clientele, and a strong emphasis on providing service with empathy and efficiency.
Work History
Citizen Advisor
1 Year 11 Months- Serves Spanish-speaking Norfolk City resident callers using verbal and written interpretation
- Managed high call volume, handling over 15 calls per hour in a fast-paced environment. totaling about 18% of Norfolk Cares’ inbound calls
- Developed strong relationships with clients through regular communication and excellent customer service.
- Engaged with multiple CRM software tools, such as Salesforce and AUTOProcess, to enhance service delivery.
- Records and retrieves sensitive client information in adherence with confidentiality policies
- Resolved conflicts by adhering to complaint processing procedures and escalating client concerns when necessary
- Participates in short-notice inclement weather response during city closures and delays
- Resolved inquiries efficiently by utilizing knowledge of local government programs and policies.
Produce Clerk
8 Months- Processed, packaged, and stocked produce products according to Produce Standards, cleaned work areas, provided customer service, unloaded stock, and reloaded salvage.
Digital Order Fulfillment Associate
8 Months- Maximized product inventory, including processing freight, organizing and distributing inventory, pulling and stocking merchandise, building displays and end caps, placing signage, and supporting digital business operations by fulfilling orders and assisting with in-store and curbside pick-up and delivery services, including driving and making deliveries when assigned.
Guest Advocate, Guest Advocate Trainer
4 Years 10 Months- Facilitated guest interactions in check lanes and guest service department, enhancing customer experience
- Experienced with troubleshooting point of sale software and recorded the store’s cash revenue on a daily basis
- Supported team leaders by managing employee schedule rotations to ensure adequate staffing.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Assisted in maintaining a clean and organized store environment to enhance overall shopping experience.
- Trained new team members on operational procedures and customer engagement techniques.
- Enhanced team productivity through proactive communication, coordination, and cooperation with colleagues.
Barista & Barista Trainer
10 Months- Assisted with store procedures including opening and closing operations, cash handling, and safety protocols, ensuring customer needs were met through familiarity with store environment and clientele.
- Delivered excellent customer service to all customers by acting with a customer comes first attitude and creating genuine connections, as well as maintaining a clean and organized workspace for customers and partners
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
Education
Associate of Science - General Studies
Skills
Bilingual
fluent in Spanish with plenty of experience in providing Spanish to English translation services to customers
Proficiency in Microsoft and Google Suite programs (Word
Teams
Outlook
etc.)
Attention to detail
Conflict resolution
Team player
Outgoing personality
Friendly and outgoing
Timeline
Citizen Advisor
City of Norfolk, Norfolk Cares Call Center
09.2024 - CurrentRead More
Produce Clerk
Harris Teeter
01.2024 - 09.2024Read More
Digital Order Fulfillment Associate
Total Wine & More
05.2023 - 01.2024Read More
Barista & Barista Trainer
Target
07.2022 - 05.2023Read More
Guest Advocate, Guest Advocate Trainer
Target
06.2018 - 04.2023Read More
Tidewater Community College
Associate of Science from General Studies
Read More