Andreina Gutierrez Email & Phone Number

Orlando, FL, US

Orlando, Florida Area

• Guided stakeholders in evaluating financial trends & patterns to assess performance risks & opportunities, leading to improved investments & ROI.
• Performed budget analyses of operating costs associated with properties and created solutions to reduce expenses by 15%.
• Analyzed and provided recommendations on potential adjustments to payment terms to accelerate collection of delinquent accounts, resulting in 30% higher yield than initial estimates.
• Monitored and analyzed team performance metrics through CRM systems such as Salesforce and Omni, resulting in a 15% increase in overall productivity.

Lawton, Oklahoma Area

• Maximized audit performance through conducting in-depth research on account discrepancies, identifying, and resolving over $10,000 in errors.
• Assisted members in completing loan and credit card applications, rejecting applications that violated risk management standards to decrease potential for fraud by 15%.
• Identified and analyzed cross-selling opportunities for service products, resulting in a 20% increase in product penetration among existing customers.
• Facilitated 20+ educational presentations on Navy Federal’s products & services, boosting engagement by 35%.

Orlando, Florida Area

• Supported company goals and initiatives by identifying recurring escalations trends and creating training materials for customer support team, leading to a 20% reduction in overall ticket escalations.
• Managed daily ticketing operations for a high-volume customer service team by expediting ticket delivery with a 99.7% turnaround time accuracy, ensuring prompt resolution of customer inquiries.
• Facilitated communication and coordination between guests, Customer Care Agents, IRO Agents, and box offices resulting in improved customer satisfaction ratings by 15%.
• Restructured customer service logistic process to quickly identify and rectify failed bookings, resulting in a 28% incident decrease. Held the following positions: Customer Care Representative, Premium Concierge, and.

Orlando, Florida Area

• Conducted in-depth analysis of sales data and identified key trends, leading to a 15% reduction in food waste and an increase in overall profitability by 7%.
• Managed full responsibility for P&L's, consistently achieving monthly revenue targets and maintaining a profit margin of at least 20%.
• Developed and executed a customer satisfaction survey program, improving overall customer satisfaction scores by 10% within the first three months.
• Identified skill gaps among associates through regular performance evaluations, leading to the development of targeted cross training programs that increased productivity by 22%.

Bachelor Of Applied Science - Basc, Business And Organizational Leadership

Awards: President’s Honors List, Dean’s Honors List Certification(s): Entrepreneurship

Associate Of Science - As, Business Administration And Management, General

Awards: President’s Honors List, Dean’s Honors List Certification(s): Business Specialist Supervision and Management Business Management.