Yohana Guerrero
La Habra
Summary
Customer Support Specialist with extensive experience in SaaS application support and technical issue resolution. Effectively manages high volume support tickets while mentoring team members, leading to enhanced customer satisfaction and operational efficiency. Proficient in Zendesk, Salesforce, Azure DevOps, and JIRA.
Overview
11
11
years of professional experience
Work History
Product Support Consultant / Consultant / Product Support Representative
Thomson Reuters, SurePrep LLC
Irvine
12.2022 - Current
- Promoted through multiple roles based on strong performance and product knowledge.
- Acted as the escalation point for complex technical issues, taking ownership and resolving them thoroughly.
- Communicated with customers via Zendesk and SalesForce, phone, email, and chat to diagnose and address technical issues.
- Troubleshoot across workflows, environments, and product functionality.
- Reproduce issues methodically to identify root causes.
- Collaborate with development using Azure DevOps and JIRA.
- Manage high volume support tickets with strong attention to detail.
- Conduct remote troubleshooting sessions via LogMeIn, Zoom and Teams.
- Support internal teams through a consultant support line.
- Assist with software installation and onboarding.
- Identified recurring issues and recommended process improvements to enhance customer experience.
Senior Customer Service Representative
Revolve Clothing & FWRD.com
Cerritos
03.2017 - 12.2022
- Handled high volume customer interactions across multiple channels, ensuring timely resolution.
- Managed escalations, utilizing strong problem-solving and communication skills to achieve satisfactory outcomes.
- Mentored team members and provided QA feedback.
- Created SOPs that streamlined processes and enhanced team efficiency.
- Supported training and onboarding.
Lead Customer Service Representative
JCPenney
Brea
11.2015 - 04.2017
- Provided customer support in fast-paced environment, ensuring prompt resolution of inquiries.
- Managed POS systems and streamlined inventory processes for improved accuracy.
- Facilitated training sessions and resolved conflicts to enhance team dynamics.
Education
Bachelor of Science - Biology
California State University, Fullerton
Fullerton, CASkills
- Customer Relationship Management
- SaaS support
- Zendesk
- Salesforce
- JIRA
- Troubleshooting
- Root Cause Analysis
- User Onboarding
- Integration
- Training
- Attention to detail
- Interpersonal skills
- Product knowledge
- Interpersonal skills
Additional Information
55 WPM
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Timeline
Product Support Consultant / Consultant / Product Support Representative
Thomson Reuters, SurePrep LLC
12.2022 - Current
Senior Customer Service Representative
Revolve Clothing & FWRD.com
03.2017 - 12.2022
Lead Customer Service Representative
JCPenney
11.2015 - 04.2017
Bachelor of Science - Biology
California State University, Fullerton