Gabrielle Blount Email & Phone Number

• Assisted customers thru all channels (email, live chat, SMS and phone) - primarily written communication • Received recognition as a top performer in quality and customer satisfaction metrics• Processed Data Entry from customer request forms to business applications and making policy endorsements • Team Survey Champion - audited surveys, compiled and shared results, conducted live chat calibrations to improve customer survey results

• Trained and developed confident and knowledgeable Customer Service agents thru call monitoring, roleplay simulations, quality drills and one-on-one feedback • Created and prepared training materials, entered coaching logs and tracked agent results• Calibrated with training staff and management on call handling expectation, training procedures and agent performance

• Managed in-bound calls to service auto insurance policies and provide an excellent customer experience • Participated in a career development program for top performers headed towards leadership positions • Assisted with departmental improvement projects; piloted new call handling procedures, provided feedback on guidelines and business application, served on the planning committee for employee celebrations

• Supported management by supervising employees, performing opening/closing duties, inventory and bank deposits• Provided product knowledge and completed sales transaction

• Cared for clients’ pets with compassion, welcomed new pets for their stay and created a fun and safe environment• Scheduled pet reservations, processed service payments and completed office book keeping