Mark Gutierrez
Sacramento
Summary
Seeking a position that will benefit from my customer service experience, positive interaction skills, leadership skills where my experience can improve customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Aircraft Cabin Cleaner Supervisor
Huntleigh USA
01.2024 - Current
- Performed thorough cleaning and sanitization of aircraft cabins to ensure passenger safety and comfort.
- Operated specialized cleaning equipment to maintain high cleanliness standards in compliance with safety regulations.
- Coordinated with team members to optimize workflow and improve efficiency during peak operational hours.
- Trained new staff on cleaning procedures, equipment usage, and safety protocols to enhance team performance.
- Conducted regular inspections of cabin areas to identify maintenance needs and report issues promptly.
- Implemented best practices for waste disposal and recycling to promote environmental sustainability within operations.
- Developed checklists for cleaning tasks, ensuring consistency and adherence to industry standards across shifts.
- Fostered a culture of teamwork by encouraging open communication among staff members during daily operations.
- Assisted in training new employees on best practices for cabin cleanliness and sanitation techniques.
- Complied with company protocols regarding lost-and-found items, ensuring proper documentation and storage procedures were followed.
- Contributed to on-time departures by efficiently completing cleaning tasks within tight timeframes.
- Maximized efficiency by adhering to assigned work schedules and prioritizing tasks based on aircraft turnaround times.
- Ensured passenger satisfaction through detailed attention to seat pockets, tray tables, and overhead compartments.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
Customer Service Representative
Kelly Spicers Inc.
09.2020 - 06.2022
- Assisting customers on sales inquires and orders
- Entering and submitting mill claims while keeping the sales rep up to date, answering phone calls and replying to emails in a timely manner, entering orders, returns and credits, offering substitutions for out of stock items, and being able to communicate with customers and sales representative
- Receive and process customer phone, fax and e-mail orders
- Data entry
- Advise customers on pricing and inventory
- Receive customer complaints, including research and corrective action plan
- Entering returns and credits
- Attend sales meetings as needed
- Inbound calls
- Outbound sales calls to house accounts
- Offering customers substitutions for stock out
- Includes following up to ensure credit is received
- Being the middle person between the mill and the sales representative
Store Supervisor
UPS Store
09.2016 - 01.2020
- Greet customers and determine how to meet and exceed their expectations.
- Develop & Exhibit proficiency in Customer Service, Print and Copy Services, Packaging Services, Postal, Shipping, & Freight Services and Computer Skills.
- Receive, sort and place mail in mailbox modules accurately.
- Record all sales transactions on Point of Sale and accurately process cash, checks, credit card and university internal billing transactions. Print reports as requested.
- Utilized established procedures and products to efficiently pack contents for shipping, prioritizing safety and accuracy.
- Deliver mail, overnight letters, parcels and facsimiles to customers.
- Operate all software programs including but not limited to Point of Sale, Counter Manifest System, Mailbox Manager, MS Office and other programs as required.
- Receive and process packages for shipping, including lifting and weighing packages on scale, accessing Manifesting software, generating labels and retrieving packages from customers when requested.
- Assist in merchandising the center, including: stocking shelves with product, ensuring a clean and orderly appearance of product, informing manager of inventory levels for re-ordering supplies, being informed of product specifics.
- Open & Close out of POS to include: reconciliation of cash, checks, credit cards, and all other transactions accurately and in accordance with company policy and procedure.
- Operate printer/copiers, fax machine, binding equipment and all other office machines in a safe, efficient and productive manner. Help customers operate those machines they have access to as required.
- Notarizing legal documents.
- Supervised daily operations, ensuring optimal store performance and customer satisfaction.
- Trained and mentored staff, enhancing team productivity and service quality.
Education
High School Diploma -
John F Kennedy
Sacramento, CA06.2009
Skills
- Demonstrated proficiency in typing, consistently producing high-quality written materials over a decade of experience
- Managed customer interactions, ensuring timely responses and fostering positive relationships to support overall service excellence
- Cultivated strong interpersonal communication abilities, enhancing team dynamics and stakeholder engagement over 10 years
- Applied active listening techniques to ensure clarity and responsiveness in interpersonal interactions
- Facilitated collaborative problem-solving sessions to drive innovative solutions and improve team performance
- Applied 10 years of Spanish language experience to support diverse client needs and improve service delivery
- Applied extensive bilingual skills to support client interactions and improve service delivery in various contexts
- Achieved significant increases in lead generation through proactive outreach strategies Cultivated strong customer relationships, resulting in improved retention rates Drove sales growth by implementing effective communication techniques and follow-up processes
- Processed customer orders efficiently, maintaining data integrity and supporting inventory management
- Achieved improved sales performance through effective pricing strategies Delivered insights on market trends that informed pricing adjustments Enhanced customer satisfaction by aligning pricing with perceived value
Certification
- Notary Public
- January 2016 to January 2020
- Notarize legal documents.
Languages
Spanish - Fluent
Additional Information
- Skills
- Informing Others, Verbal Communication, Resolving Conflict, Listening, Multi-tasking, Customer Service, General Math Skills, Promoting Process Improvement, Problem Solving, Thoroughness, Quality Focus
Timeline
Aircraft Cabin Cleaner Supervisor
Huntleigh USA
01.2024 - Current
Customer Service Representative
Kelly Spicers Inc.
09.2020 - 06.2022
Store Supervisor
UPS Store
09.2016 - 01.2020
High School Diploma -
John F Kennedy