Maria Guardado Melgar
Winchester
Summary
Customer service representative with extensive experience in enhancing client satisfaction and loyalty. Proven track record in establishing rapport and resolving inquiries effectively. Recognized for strong communication and problem-solving skills, leading to improved operational processes and customer experiences. Committed to sharing knowledge to elevate team performance in customer service operations. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Navy Federal Credit Union
Winchester
10.2024 - Current
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Trainer
Travel Perk
San Salvador
06.2022 - 01.2024
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Resolved any issues raised by participants during the training session in a timely manner.
- Designed and developed training materials for new employees in the organization.
- Maintained up-to-date knowledge of industry trends and best practices.
- Adapted teaching methods according to the needs of individual learners or groups.
- Created multimedia presentations with PowerPoint and video conferencing tools.
- Provided feedback on employee performance based on observed results during training sessions.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Documented all training activities including attendance records, feedback forms, surveys.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
Mentor Teacher
Expedia Group
San Salvador
08.2016 - 06.2022
- Maintained accurate records regarding mentor and mentee meetings, assessments of progress made towards achieving goals established at the start of the program year.
- Developed and implemented lesson plans to engage students in learning activities.
- Conducted observations of classrooms to provide feedback on instructional practices and suggest improvements.
- Monitored student performance data and collaborated with administrators to develop appropriate interventions for struggling students.
- Developed a comprehensive mentoring plan that included individualized coaching sessions with each teacher assigned to me.
- Attended conferences, workshops and seminars to increase job-related knowledge.
- Provided positive feedback with emphasis on learning from mistakes to establish solid foundation for progress.
Customer Service Representative
Teleperformance
San Salvador
03.2014 - 08.2016
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided accurate information about products and services to customers.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries via phone, email, and chat.
- Provided exceptional customer service to ensure customer satisfaction.
Education
Bachelor of Arts For Teaching - Teaching English As A Second Language
Don Bosco University
El Salvador11-2023
Skills
- Customer service
- Training development
- Performance feedback
- Communication skills
- Time management
- Team collaboration
- Conflict resolution
- Active listening
- Customer relationship management
- Data documentation
- Decision-making
- Multitasking and organization
- Creative problem solving
- Microsoft outlook
- Follow-up skills
- Call center operations
Languages
English
Professional
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Customer Service Representative
Navy Federal Credit Union
10.2024 - Current
Trainer
Travel Perk
06.2022 - 01.2024
Mentor Teacher
Expedia Group
08.2016 - 06.2022
Customer Service Representative
Teleperformance
03.2014 - 08.2016
Bachelor of Arts For Teaching - Teaching English As A Second Language
Don Bosco University
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