Alexandra Gurrola
Anaheim,CA
Summary
Business professional with experience leading operations, analyzing business performance, and driving customer-focused solutions in high-volume environments. Strong background in project coordination, process improvement, stakeholder communication. Seeking to apply leadership, analytical, and organizational expertise in a corporate operations, administrative, or business support role
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Disneyland Resort
08.2023 - Current
- Delivered world-class guest service by resolving complex customer concerns while maintaining Disney service standards in a high-volume, fast-paced environment.
- Achieved 95%+ compliance on operational audits by adhering to Disney SOPs, cash handling procedures, safety standards, and loss prevention protocols.
- Executed merchandising updates and promotional floor sets for 100+ SKUs, ensuring compliance with Disney visual standards and seasonal campaigns.
- Coordinated with multiple departments to resolve inventory discrepancies, guest requests, and operational challenges with minimal business disruption.
- Maintained compliance with company operational procedures, safety protocols, inventory controls, and loss prevention standards while supporting daily business objectives.
- Achieved 95%+ compliance on operational audits by adhering to Disney SOPs, cash handling procedures, safety standards, and loss prevention protocols.
Operations Supervisor
Crocs Cali
01.2019 - 08.2023
- Analyzed key performance indicators (KPIs) using Microsoft Excel, including conversion rate, sales trends, traffic flow, average transaction value, and top-performing products to support data-driven business decisions.
- Consistently exceeded daily and monthly sales goals in over 90% of evaluated periods through strategic sales execution, customer engagement, and operational excellence.
- Improved customer satisfaction by 20% year over year by delivering personalized service, resolving customer concerns, and reinforcing brand standards.
- Led social media initiatives by promoting new product launches, engaging with customer feedback, and increasing brand visibility across multiple platforms.
- Partnered with leadership to optimize inventory flow, maintain stock accuracy, and support efficient operations during high-volume business periods.
Call Center Representative
CSULB
08.2017 - 01.2019
- Conducted 80–120 outbound alumni outreach calls per shift, supporting university fundraising initiatives by updating constituent records, strengthening donor relationships, and securing charitable contributions.
- Managed high-volume inbound and outbound communications, providing accurate information, resolving inquiries, and delivering exceptional customer service while maintaining professionalism in every interaction.
- Managed high-volume inbound and outbound communications, providing information on university programs, donation opportunities, and alumni resources while delivering professional customer service.
- Collaborated with the Finance Department to transfer qualified donation inquiries, facilitate payment processing, and ensure a seamless donor experience.
- Resolved complex customer concerns and de-escalated challenging conversations through active listening, empathy, and effective conflict resolution, maintaining positive constituent relationships.
- Utilized CRM software to manage call queues, schedule follow-ups, prioritize outreach efforts, and monitor communication history to support fundraising objectives.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH06-2026
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Problem resolution
- Computer proficiency
- Call center experience
Languages
Spanish
Timeline
Customer Service Representative
Disneyland Resort
08.2023 - Current
Operations Supervisor
Crocs Cali
01.2019 - 08.2023
Call Center Representative
CSULB
08.2017 - 01.2019
Bachelor of Science - Business Administration
Southern New Hampshire University