Denise Guinn Email & Phone Number

United States

Lubbock, Texas, United States

Independent comic creator with 8 past publicationsFreelance illustrator and graphic designer.

Lubbock, Texas, United States

• Demonstrated subject matter expertise on departmental products and company software by mastering OSS, CRM, CIM, & PM tools within the initial 6 months.
• Coordinated between 3 & 20 projects spanning the US, with a primary focus on commercial fiber telephony services, with a successful completion rate of 85% within SLAs.
• Partnered with cross-functional teams to streamline installation procedure, resulting in a notable 20% reduction in project completion times.
• Collaborated to optimize processes & integrate best practices, overhauled communications among 7 departments resulting in a 35% enhancement of the efficiency of the sales order processes.
• Led initiative to reduce account discrepancies within the company’s OSS & CIM systems by 25%.

Lubbock, Texas, United States

• Attained subject matter expertise within 6 months of joining the department in debit card operations, online banking functionalities, & ATM systems.
• Supported over 50 daily calls & tickets from internal users, troubleshooting software & hardware issues and resolving 98% of issues well within SLAs with less than 10% repeat issues.

Lubbock, Texas

• Managed incoming calls from both customers & non-customers reaching out to City Bank, maintaining 90% or higher on KPIs.
• Resolved 100+ daily calls from customers experiencing issues with transfers, loan payments processing ATMs, debit cards, City Bank's banking app, & the City Bank website.

Lubbock, Texas

• Overhauled the monitoring intranet site dedicated to static IP assignment, eliminating discrepancies & bottlenecks by 100% in IP assignment processes.
• Developed & implemented protocols for monitoring static IP utilization, mitigating ongoing discrepancies by 100%, & a 30% streamlining IP assignment processes.
• Revamped protocols for new CMTS installs to enhance customer experience regarding static IP changes, achieving a 100% reduction in uninformed customers and a marked 30% in customer satisfaction with the process.
• Supervised 30 agents during evenings & weekends, handling on average 5 escalations & providing expertise in addressing complex customer issues.

Lubbock, Texas

• Developed 50+ pieces of walkthrough documentation to support call center agents in efficiently navigating their tasks and workflows.
• Achieved subject matter expertise status within the department within 3 months of starting, specializing in providing assistance with iOS products.
• Handled 100+ daily inbound commercial technical support calls with a consistent focus on maintaining a perfect 100% quality score and achieving one-call resolution.

Lubbock, Texas, United States

*Oversaw live chat interactions conducted by frontline representatives, providing support for complex inquiries and escalated issues.*Conducted regular walkthroughs of the center floor to supervise representatives and offer assistance with any inquiries or challenges they encountered.*Handled escalated calls originating from frontline representatives on.

Lubbock, Texas

Managed inbound calls for multiple client companies while consistently achieving high-quality scores and meeting KPIs.

Tulsa, Oklahoma

*Served as the primary production and design artist for a boutique apartment newsletter company, overseeing all aspects of creative production and design.*Collaborated with the staff writer to ensure comprehensive content inclusion in newsletters, occasionally contributing written pieces as needed.

Tulsa, Oklahoma

*Managed inbound calls for pizza orders and inquiries, catering to customers in the Northwestern region of Oklahoma.*Ensured accurate order entry into the system and promptly rectified any errors as necessary.

Tulsa, Oklahoma

Supported the in-house art department by fulfilling internal design requirements, which involved executing design tasks, managing deliveries to and from printers, and handling the matting of presentations.

Tulsa, Oklahoma

Assigned to temporary positions on a weekly basis, undertaking roles such as Secretary, File Clerk, and Data Entry specialist.

Bachelor Of Science - Bs, Computer Science, 4.000

Computer Science w/conc in Data Analytics

Degree, Commercial And Advertising Art, 3.786

Basics