Gabriel F. Email & Phone Number

Hagerstown, Md, Us

Efficiently answer and troubleshoot inbound customer calls in a high-volume call center environment for up to 8 hours.Accurate documentation of calls utilizing a ticketing system.Strive for first call resolution, while providing any additional information to the customer to prevent call backs.Leverage the internal knowledge base to find information needed.Monitoring open cases, along with following up with the appropriate team and/or customer to resolve within our defined service level agreements.Meet or exceed management expectations for productivity and professionalism as measured by customer surveys, call monitoring, and phone metrics.

Sparks, Nevada, United States

Collaborated with cross-functional teams to deploy and maintain desktop systems, including hardware installation, software updates, and network configurations, resulting in improved system performance and reliability.Conducted comprehensive troubleshooting and diagnosis of technical problems, utilizing advanced analytical skills to identify root causes and implement effective solutions, resulting in a 20% reduction in recurring issues.Implemented proactive measures to enhance system security by conducting regular vulnerability assessments, patch management, and user access control, ensuring compliance with industry standards and minimizing potential risks.

United States

Assisted in maintaining the cleanliness and organization of the meat and produce department by regularly stocking and rotating inventory.Collaborated with team members to ensure timely and accurate preparation of meat and produce displays, resulting in increased customer satisfaction and sales.Engaged with customers to provide exceptional service, answer inquiries, and offer product recommendations, resulting in improved customer loyalty and repeat business.

Reno, Nv

• Developed and implemented customer service and training presentations, increasing customer satisfaction by 16%.• Streamlined customer feedback process and onboarding of new agents, reducing response time to customer queries by 65%.• Implemented customer-oriented techniques to ensure customer delight, resulting in a 32% increase in customer retention rate.• Utilized various tracking systems to measure and log customer service performance, leading to improved customer service resolution rate of70%.• Facilitated group training sessions and provided ongoing support, reducing the number of customer service complaints by 28% within threemonths.

Reno, Nevada

• Developed and implemented training programs for new desktop technicians, increasing retention rate by 60%.• Increased the efficiency of training and pass rate of new technicians by 45%.• Instituted a new inventory tracking system to enable rapid identification of materials resulting in a 12% reduction in delivery times.• Reduced customer wait time from 4 days to 24 hours by utilizing diagnostic techniques to configure computer systems, routers, and switches to corporate standards and training new users on functionality.

Reno, Nevada

• Delivered 35 hours of leadership training to newly formed support personnel, resulting in 34% increase in productivity and customer satisfaction.• Designed and implemented a comprehensive on-boarding program which included lectures and activities to enhance employees’ knowledge of the business, resulting in 47% fewer errors and improved collaboration.• Instructed team in software applications and systems, improving team’s proficiency by 26%, leading to faster customer response times and satisfaction.• Developed and maintained detailed records for tracking and evaluating employees’ progress, enabling supervisors to assess performance quickly and accurately.

Reno, Nevada

• Collaborated with ambassador's club to enhance company procedures and information, contributing to a 55% improvement in call quality scores.• Acted as an escalation point for all other departments, providing prompt resolution of customer complaints and concerns.• Provided exceptional "white glove" service and remote troubleshooting to 8x8 Voice over IP customers, consistently meeting and exceeding service level agreements.• Configured and troubleshot computer systems for small and enterprise-level businesses, resulting in a 35% reduction in service downtime.• Managed high-volume workloads, multitasking effectively to maintain a 4-minute average handle time and improve customer satisfaction.• Successfully resolved complex customer issues through asking pertinent questions and creative problem-solving.

Sparks, Nevada

• Assisted customers with booking reservations through phone calls and email inquiries, successfully closed 30% more reservations than the team average by utilizing sales techniques.• Exceeded customer satisfaction metrics by providing exceptional customer service resulting in 10% increase in positive customer feedback and a 60% increase in repeat customers.• Facilitated the reconciliation of customer billing issues to reduce billing disputes and decrease customer complaint resolution time by 35%.• Monitored and evaluated the progress of customer reservations and booking data to ensure accuracy and timeliness of reservations.

Reno, Nevada

• Responded to customer inquiries by providing accurate and detailed information in a timely manner, leading to a 50% reduction in customer escalations.• Utilized CRM integration and automated processes to optimize customer interactions and escalate difficult requests to ensure customer satisfaction.• Increased customer satisfaction scores by 18% within the first quarter of taking over customer service department responsibilities.• Managed to place 300+ outbound calls per day using the dialer, to prospective clients.

Reno, Nv

• Resolved 250 customer queries using remote support tools per month, improving customer satisfaction rating by 5%, and communicated detailed progress reports to management.• Established support programs for customer service representatives, resulting in delivering accurate results using a combination of troubleshooting skills, telephone support, and customer service techniques.• Clocked average ticket close time of less than 3 hours, reducing resolution time for escalated tickets by 30%.• Created a comprehensive database of customer issues and resolutions for faster problem resolution.

Reno, Nv

• Resolved customer inquiries efficiently by working with other teams to meet customer satisfaction, logging customer feedback and taking action to fix the issue.• Handled an average of 25 calls per hour efficiently with an average handle time of 1.5 minutes; achieved a 100% customer satisfaction rating with customers providing responses to surveys.• Successfully resolved 80% of customer inquiries during the first call and cross-sold credit cards and other banking products.• Improved customer service experience and minimized customer churn by consistently monitoring and resolving customer complaints.

Reno, Nv

• Implemented a multi-channel sales approach to create market awareness and generate interest. Generated leads through email and direct mail campaigns to target prospective customers, which resulted in an increase of customer base of 10%.• Attracted new customers through successful promotional events and offered discounts and other incentives on cell phone products to drive sales resulting in an increase of sales volume by 35%.• Developed customer loyalty by providing customer service and fostering relationships, resulting in a customer retention rate of 85%.• Developed sales tracking reports to monitor inventory, sales, and promotions.• Monitored market intelligence and competition activities to determine emerging products and trends in the market.