Michael Guillerm
Port Wentworth
Summary
Results-oriented professional with a strong background in operations management and customer service. Expertise in coordinating workflows and resolving issues, ready to drive efficiency and improve client satisfaction.
Overview
15
15
years of professional experience
Work History
Asst. Superintendent
Vending USA
Port Wentworth
05.2021 - Current
- Verified project scope achievement through careful supervision of personnel.
- Coordinated daily operations to ensure smooth workflow and effective communication.
Roofing Coordinator
Redburn
Albany
06.2017 - 05.2019
- Communicated effectively with clients to address inquiries and set expectations.
- Monitored inventory levels and ordered additional supplies as needed.
- Resolved customer complaints in a timely manner while upholding company standards.
- Monitored project progress and provided updates to stakeholders.
- Coordinated project schedules and timelines for roofing installations and repairs.
Operations Customer Service Manager
Karmaloop LLC
Boston
01.2014 - 05.2017
- Managed operations for 20-person customer service team addressing retail orders and accounts payable issues.
- Transitioned customer service from call-only model to hybrid chat center utilizing Zendesk.
- Collaborated in development and testing of new back-office program for order processing integration.
- Selected and uploaded new products for live display on front-end site.
- Reduced lost package and shipping claims by 29% by transitioning to USPS Sure-Post.
- Streamlined operations by integrating third-party program into new back-office system, The Workbench.
Customer Service Representative
Karmaloop LLC
Boston
09.2013 - 01.2014
- Resolved customer issues through effective communication and problem-solving skills.
- Assisted customers with inquiries, delivering timely and accurate product information.
- Delivered exceptional customer service to promptly address complaints.
- Contributed to Holiday Traffic Oversight Committee managing over 60 representatives.
Front Office Customer Service Rep.
Gotham Veterinary Center
New York
04.2010 - 05.2011
- Enhanced service efficiency and quality through team collaboration.
- Resolved customer complaints via effective communication and problem-solving techniques.
- Managed accounts payable while supporting HR functions.
Education
Sound Engineering Certification - Sound Engineering
The Conservatory of Recording Arts And Sciences
Phoenix, AZ05-2010
Skills
- Project oversight
- Quality assurance and compliance
- Process improvement
- Field coordination
- Labor management
- Client communication
Languages
Spanish
Professional
Timeline
Asst. Superintendent
Vending USA
05.2021 - Current
Roofing Coordinator
Redburn
06.2017 - 05.2019
Operations Customer Service Manager
Karmaloop LLC
01.2014 - 05.2017
Customer Service Representative
Karmaloop LLC
09.2013 - 01.2014
Front Office Customer Service Rep.
Gotham Veterinary Center
04.2010 - 05.2011
Sound Engineering Certification - Sound Engineering
The Conservatory of Recording Arts And Sciences
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