Gabrielle Atkins Email & Phone Number

Richmond, VA, US

• Led customer support strategy for the launch and growth phase of multiple new financial products.
• Incident reporting, customer impact management and remediation.
• Relationship management with Debit Card processor; drove improvements for an outsourced call center.
• Tracked and reported on monthly complaints trends for multiple sponsor banks.

Richmond, Virginia, United States

• Horizontal collaboration with numerous departments (including call center, engineering, marketing, legal, and compliance) to ensure intended impact of new product initiatives for customers and customer operations.
• Created processes and procedures for new products and led a team of senior account managers.
• Calculated and tracked productivity numbers for the team.
• Created a new procedure to track and maintain complaints across multiple new financial products.

• Horizontal collaboration with numerous departments (including call center, engineering, marketing, legal, and compliance) to ensure intended impact of new product initiatives for customers and customer operations.
• Created processes and procedures for new products and led a team of senior account managers.
• Calculated and tracked productivity numbers for the team.
• Created a new procedure to track and maintain complaints across multiple new financial products.

• Led the escalation team through training processes for complaints, call coaching, and encouraging critical thinking and problem solving.
• Promoted a new “culture of quality” for customer operations by offering office hours for agents to receive live coaching, call shadowing, customized performance improvement plans, and hosting panels to calibrate scores.
• Met critical deadlines for monthly complaints reporting to sponsor banks by completing intake across all customer operations departments departments, ensuring appropriate resolutions, and summarizing the outcomes.
• Conducted account research, documentation, and processing subpoena responses for the Legal department.

• Served as the person of contact for the customer operations escalation team to receive and submit feedback to the product, legal, and compliance departments.
• Led process improvement initiatives for customer operations, including credit balance refunds and digital mail sorting.
• Proficient in specialty account tasks, including bankruptcies, debt consolidations, and cease & desist requests.
• Assisted the customer service team by providing live coaching to both new and tenured agents.

Richmond, Virginia Area

• Managed escalated accounts by taking live supervisor calls, account research, and working with different departments to resolve customer complaints.
• Created email templates for the customer service department, improving quality and efficiency in written responses.

Richmond, Virginia Area

Monitor sales activities to ensure that customers receive satisfactory service and quality goods. Establish and implement policies, goals, objectives, and procedures for their department. Count money in cash drawers at the beginning and end of day to ensure that amounts are correct and that there is adequate change.

Richmond, Virginia Area

Recommend and explain the use of cosmetics, lotions, and creams. Compile, sort and verify the accuracy of data before it is entered. Compare printed price tickets with entries on purchase orders to verify accuracy and notify supervisor of discrepancies. Examine products purchased for resale or received for storage to assess the condition of each product or.

Richmond, Virginia Area

Describe merchandise and explain use, operation, and care of merchandise to customers. Recommend, select, and help locate or obtain merchandise based on customer needs and desires. Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices. Exchange merchandise for customers and accept returns.

Richmond, Virginia Area

Planned and organized events, recruitment efforts, led and chaperoned for vacation bible school, created visuals for events using photoshop, along with other administrative tasks.

Richmond, Virginia Area

Recommend and explain the use of cosmetics, lotions, and creams. Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.

Richmond, Virginia Area

Located merchandise for shipment. Deliver e-mail confirmation of completed transactions and shipment. Pack, seal, label, and affix postage to prepare materials for shipping.