Genesis Noelia Guzman
BALDWIN PARK
Summary
Bilingual customer service professional with 8 years of experience in high-volume environments. Expertise in conflict resolution and team leadership, consistently delivering exceptional service to diverse communities. Proven ability to manage complex customer issues with empathy and efficiency. Holds a Bachelor’s degree in Political Science & History and an Associate’s degree in Human Behavioral Sciences.
Overview
13
13
years of professional experience
Work History
Shift Supervisor / Customer Service Lead
Starbucks Coffee Company
Los Angeles
01.2017 - Current
- Provide daily leadership to store team members, supporting operations in a fast-paced, high-volume environment.
- Resolve customer complaints and escalated issues with diplomacy, ensuring positive experiences and repeat business.
- Train and mentor new employees on customer service best practices, policies, and conflict resolution techniques.
- Manage transactions, cash handling, and reporting with accuracy and compliance.
- Recognized for fostering a welcoming environment that supports diverse customers and staff.
Server Assistant Manager
Chili's Bar and Grill
Pico Rivera
03.2012 - 01.2017
- Provided superior customer service by anticipating guests' needs and responding promptly to their inquiries.
- Maintained accurate records of daily transactions such as sales, invoices and payments.
- Trained and acclimated new servers to restaurant's culture and operations.
- Planned work schedules for servers based on expected business volume.
Education
Bachelor of Arts - Political Science & History
Arizona State University
Tempe, AZAssociate of Arts - Human Behavioral Sciences
Cerritos College
Norwalk, CAHigh School Diploma -
El Rancho High School
Pico Rivera, CASkills
- Customer relations and conflict resolution
- Problem-solving and decision-making
- Team leadership and training
- Public communication and community service
- Policy and procedure adherence
- Interpersonal and organizational skills
Additional Information
Bilingual: Fluent in English & Spanish, Community-minded with a strong commitment to public service
References
References available upon request.
Timeline
Shift Supervisor / Customer Service Lead
Starbucks Coffee Company
01.2017 - Current
Server Assistant Manager
Chili's Bar and Grill
03.2012 - 01.2017
Bachelor of Arts - Political Science & History
Arizona State University
Associate of Arts - Human Behavioral Sciences
Cerritos College
High School Diploma -
El Rancho High School
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