Jessica Gutierrez
San Bernardino
Summary
Dynamic customer service leader with extensive experience at Macy’s, excelling in conflict resolution and team collaboration. Proven track record of enhancing customer satisfaction through effective problem-solving and empathetic communication. Skilled in managing high-volume interactions while maintaining documentation accuracy, driving operational efficiency, and fostering positive customer relationships.
Overview
2
2
years of professional experience
Work History
Lead, Returns & Customer Service
Macy’s
San Bernardino, CA
01.2026 - Current
- Lead daily operations within the Returns department, ensuring efficient processing of customer returns, exchanges, and issue resolution.
- Serve as a point of contact for team support, assisting associates with customer concerns, escalations, and workflow coordination.
- Deliver high-level customer service by resolving concerns with professionalism, empathy, and problem-solving skills.
- Train and support team members on company policies, customer service standards, and operational procedures.
- Maintain organization and accuracy while managing high-volume customer interactions in a fast-paced retail environment.
- Collaborate with management to improve customer satisfaction and department efficiency.
Sales Associate
Macy’s
San Bernardino, CA
07.2024 - 01.2026
- Provided compassionate, solution-focused customer support in high-stress situations.
- Assisted diverse customers by addressing concerns, explaining processes, and ensuring positive experiences.
- Demonstrated empathy, patience, and strong communication while resolving customer issues.
- Built positive customer relationships through effective communication, active listening, and problem-solving.
- Handled cash register transactions accurately and efficiently in a fast-paced environment.
Education
GED -
A.B Miller
Fontana, CASkills
- Patient & Customer Support
- Conflict Resolution & De-escalation
- Communication Skills
- Problem Solving
- Multitasking
- Documentation Accuracy
- Team Collaboration
- Professionalism & Empathy
- Time Management
- Fast-Paced Environment Experience
Timeline
Lead, Returns & Customer Service
Macy’s
01.2026 - Current
Sales Associate
Macy’s
07.2024 - 01.2026
GED -
A.B Miller