Becky Guzman
Santa Elena
Summary
Being a dedicated and determined professional employee with a strong work ethic and extensive experience. Committed to contributing to the growth and success of the organization by leveraging my skills and expertise in a dynamic and collaborative environment.
Experienced with managing client intake processes and ensuring accurate documentation. Utilizes excellent communication skills to gather and relay essential information. Strong organizational skills to support case management.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Support/Legal Intake Specialist
Justpoint
08.2024 - 08.2025
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
- Conducted detailed intake interviews with potential claimants to determine eligibility for legal representation.
- Served as the first point of contact, providing clear communication and guidance throughout the intake process.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Assessed claimant details against case requirements to support attorney decision-making.
TEAM LEADER
The Office Gurus
06.2020 - 03.2024
- Began as a Tier 1 IT Representative, providing customer service support
- Gained IT experience with Active Directory and troubleshooting printers/computers
- Transitioned to another customer service account, handling troubleshooting for electronic items and appliances
- Promoted to Team Lead, supervising and developing a team of agents
- Managed team Key Performance Indicators (KPIs) and ensured targets were met
- Enhanced communication channels between departments for better collaboration.
MARKETING SPECIALIST AND FRONT DESK RECEPTIONIST
Rumors Resort
02.2020 - 04.2020
- Increased guest bookings by promoting the resort to potential clients
- Made outbound calls to travel agencies to update and share tour operator rates
- Assisted with and covered front desk duties as needed
- Provided excellent customer service to ensure a positive guest experience
- Managed databases of customer information for targeted marketing initiatives.
RESERVATIONS AND TRAVEL PLANNING SPECIALIST
Muy'Ono Resorts
04.2018 - 02.2020
- Booked reservations, transfers, and tours for all Muy'Ono Resorts, including Hopkins Bay, The Placencia, Thatch Caye, Copal Tree Lodge, Ranguana Caye, Sweet Songs Jungle Lodge, and Brisa Oceano Resort
- Managed and checked online travel agency (OTA) bookings and responses
- Answered all social media messages and inquiries
- Balanced invoices and handled various administrative tasks
- Ensured exceptional customer service and smooth booking processes
TRAVEL AGENT REPRESENTATIVE
Ariston Marketing
03.2017 - 03.2018
- Assisted members enrolled in a private travel agency club
- Researched and booked reservations for hotels, car rentals, flights, and activities
- Provided personalized travel planning and support services
- Ensured seamless travel experiences by managing all aspects of travel arrangements
- Listened to customers' needs, answered questions, and researched applicable travel accommodations.
- Closed sales by providing each tour package's features, benefits and value.
CUSTOMER SERVICE REPRESENTATIVE
Belize Telemedia Limited
08.2016 - 02.2017
- Handled inbound and outbound customer calls effectively
- Assisted customers with troubleshooting their devices and modems
- Created and managed tickets for fault incidents
- Upsold services to existing and potential customers
- Participated in workshops and training sessions to improve personal skills and job performance.
- Identified upselling opportunities while maintaining excellent customer service standards.
- Presented existing and prospective customers with valuable information to aid decision-making.
- Engaged with customers to understand needs, resolve issues, and answer product questions.
- Made informed decisions under stressful circumstances.
- Maintained up-to-date knowledge of product information to assist customers effectively.
MARKETING AGENT (PART-TIME)
QuickStop
04.2016 - 06.2016
- Conducted person-to-person marketing to promote the business
- Distributed promotional flyers to residents in the Belmopan area
SALES REPRESENTATIVE (PART-TIME)
Invictus
07.2014 - 10.2014
- Made outbound calls to potential customers interested in repairing their credit scores
- Educated customers on the benefits of improving their credit for better loan approval chances
- Identified customer needs and offered tailored solutions to enhance their credit profiles
- Assisted customers in understanding the credit repair process and its long-term benefits
SALES REPRESENTATIVE
Captain Marketing
11.2012 - 05.2013
- Made outbound calls to sell SEO services and represent the company brand
- Served as the key point of contact from initial lead outreach to final purchase
- Engaged potential clients, explained SEO services, and addressed inquiries
- Built and maintained strong client relationships to drive sales and customer satisfaction
CUSTOMER CARE REPRESENTATIVE
Ready Call Center
07.2011 - 02.2012
- Received inbound calls to assist customers with troubleshooting Tracfone/Net10 cellular phones
- Resolved technical issues and provided customer support for various services offered by the company
- Addressed customer inquiries and provided solutions to enhance customer satisfaction
- Collaborated with other departments to resolve customer issues promptly.
- Maintained up-to-date knowledge of company products and services to effectively assist customers
- Calmly dealt with irate customers by offering constructive solutions in a professional manner.
- Managed high volume of inbound and outbound calls with emphasis on customer satisfaction.
- Made informed decisions under stressful circumstances.
Education
BUSINESS DIPLOMA - Business
Belmopan Comprehensive
06.2011
Certificate - School of Team Leads
The Office Gurus
San Ignacio, Cayo District01-2021
Skills
- Responsible: Demonstrated responsibility as a customer care and sales representative by organizing and analyzing detailed information Proven ability to be self-reliant and decisive in various situations, ensuring efficient and effective outcomes
- Communication: Excellent communication skills with a strong ability to listen attentively and build positive public relations Adept at conveying information clearly and effectively to diverse audiences, fostering strong customer relationships
- Flexible: Highly adaptable and willing to work in various departments Quickly adjusts to the demands and challenges of the organization, ensuring seamless integration and contribution across different roles and tasks
- Travel Planning
- Travel Coordination
- Client Relationship Building
- Administrative tasks
- Team Oversight
- Hotel Accommodations
- Retail Sales
- Marketing
- Social Media
- Itinerary Planning
- Transportation Arrangements
- Executive Travel
- Mentoring and training
- Cultural Awareness
- Training and coaching
- Case management software
- Intake process management
Certification
School of Team Leads
- Certified Team Leader, The Office Gurus - 2021
Timeline
Customer Service Support/Legal Intake Specialist
Justpoint
08.2024 - 08.2025
TEAM LEADER
The Office Gurus
06.2020 - 03.2024
MARKETING SPECIALIST AND FRONT DESK RECEPTIONIST
Rumors Resort
02.2020 - 04.2020
RESERVATIONS AND TRAVEL PLANNING SPECIALIST
Muy'Ono Resorts
04.2018 - 02.2020
TRAVEL AGENT REPRESENTATIVE
Ariston Marketing
03.2017 - 03.2018
CUSTOMER SERVICE REPRESENTATIVE
Belize Telemedia Limited
08.2016 - 02.2017
MARKETING AGENT (PART-TIME)
QuickStop
04.2016 - 06.2016
SALES REPRESENTATIVE (PART-TIME)
Invictus
07.2014 - 10.2014
SALES REPRESENTATIVE
Captain Marketing
11.2012 - 05.2013
CUSTOMER CARE REPRESENTATIVE
Ready Call Center
07.2011 - 02.2012
BUSINESS DIPLOMA - Business
Belmopan Comprehensive
Certificate - School of Team Leads
The Office Gurus
References
Marisa, Dorado, Human Resource, 670-7061, Muy'Ono Resorts
Tracy Gillet, Account Manager, 614-5591, The Office Gurus
Similar Profiles
Fabio MendezFabio Mendez
Intake Manager at JustPointIntake Manager at JustPoint
IdongesitAbasi EyohIdongesitAbasi Eyoh
Intake Case Manager at JustpointIntake Case Manager at Justpoint
Yudibeth Del CidYudibeth Del Cid
QA Analyst and Trainer at Justpoint Law FirmQA Analyst and Trainer at Justpoint Law Firm
Sofia SegoviaSofia Segovia
Instructor Coordinator at Centro De La CostaInstructor Coordinator at Centro De La Costa
TATIANA ALVAREZ DOMINGUEZTATIANA ALVAREZ DOMINGUEZ
Asistente de Dirección at MINISTERIO DE TRANSPORTE Y OBRAS PÚBLICASAsistente de Dirección at MINISTERIO DE TRANSPORTE Y OBRAS PÚBLICAS