Athena Gibbs
Georgetown
Summary
Experienced Administrative Professional with over 30 years in clerical support, customer service, and data entry. Expertise in managing office operations, including correspondence, phone systems, and document processing, ensures efficient workflows. Committed to fostering a collaborative environment and driving organizational success.
Overview
38
38
years of professional experience
Work History
Customer Support Specialist
Suburban Propane
Georgetown
05.2026 - Current
- Responded to customer inquiries regarding propane services and billing issues.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Handled escalated customer complaints with professionalism and empathy.
- Assisted customers in troubleshooting equipment malfunctions and service disruptions.
- Processed service requests and coordinated appointments with technicians.
- Educated customers on safety procedures and proper propane usage techniques.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Audited customer account information to identify issues and develop solutions.
- Investigated customer complaints to identify quality issues and improve service standards.
- Analyzed customer complaints and service trends to pinpoint and address systematic issues.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Maintained positive working relationship with fellow staff and management.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
Assistant Front Office Manager
ABM Industries
Austin
11.2025 - 01.2026
- Oversaw daily operations of front office, ensuring efficient and effective service delivery.
- Resolved customer complaints by implementing adjustments that enhanced satisfaction.
- Managed issuance of security badges for staff and visitors, ordered kitchen and office supplies, typed, filed, and processed shipping/receiving, escorted vendors, scheduled catering events and conference rooms, operated telephone system to ensure efficient office communication.
- Assisted with office tasks during busy periods and staff absences to maintain operational flow.
Administrative Assistant/Customer Service
Gulf Coast Paper
Hutto
10.2023 - 07.2025
- Managed order processing, billing, payments/credits, and customer account updates to maintain accurate records and enhance customer satisfaction.
- Organized delivery timelines and coordinated meetings while handling will call orders to streamline operations.
- Generated and ran reports for management, including truck and delivery reports, to support data-driven decision-making.
Service Center Support Specialist
FedEx Freight
Round Rock
01.2022 - 08.2023
- Scheduled and managed pick-up and delivery appointments, including residential and commercial.
- Resolved redelivery requests, delivery issues, and claims for lost or damaged freight to ensure customer satisfaction.
- Coordinated with drivers, dispatch, and dock staff to streamline order pulling and freight handling.
- Verified customer information and processed payments to maintain accurate records and support transaction efficiency.
- Aided management in executing routine operational activities.
New Customer Specialist
Crossroads Utility Services
Round Rock
02.2022 - 08.2021
- Process new customer applications for water services using billings system AVR and UMS for 40+ mud districts, collect payments via walk-ins, phone, credit card for Deposits/fees.
- Process 25-32 applications per day 500-600 applications per month.
- Trained customer service representatives on processing new applications.
- Processed and scheduled service/trouble calls, processed service orders, and assigned technicians to connect/disconnect services, enhancing response time for customer needs.
- Provided internal/external customer service, handled irate customers (20+ yrs experience).
- Posted payments accurately to customer accounts using billing system.
- Processed payments/credits to customer accounts.
- Assisted in conversion from AVR to UMS for entry of customer accounts, facilitating a smoother transition and improved accuracy in account management.
- Generated daily reports to track performance metrics and operational status.
- Dealt with builders to get inspection information.
Data Entry Operator III
Texas DSHS – Laboratory Services
Austin
01.2011 - 07.2019
- Processed over 1,000 records daily, including Microbiology, Texas Health Steps, and newborn screenings.
- Entered complex patient, specimen, and test data into laboratory information systems, ensuring high data integrity.
- Verified accuracy of patient and specimen demographic information, contributing to overall data reliability.
- Trained and onboarded new team members on departmental data entry procedures, enhancing team efficiency.
Program Technician/Data Entry
Maximus Inc.
Austin
05.2007 - 04.2010
- Met and exceeded weekly target by processing 50+ applications, contributing to program efficiency.
- Processed and submitted applications for Children's Health Insurance Program (CHIP), ensuring compliance with program guidelines.
- Communicated with clients to gather missing or updated information, facilitating timely application completion.
Invoicing Specialist
Advantage Sales and Marketing
Austin
11.2005 - 12.2006
- Processed and reconciled daily invoices, ensuring accuracy for delivered products.
- Collected and applied payments for outstanding invoices, maintaining cash flow integrity.
- Generated and distributed daily client reports to sales staff, facilitating informed decision-making.
- Entered new client accounts and associated invoices into the system.
Specialized Claims Support Clerk
MMC ACS
Austin
10.2003 - 11.2005
- Processed 500–1,000 claim denials daily, ensuring prompt resolution of outstanding issues.
- Verified eligibility, claims status, EOBs, and Treatment Authorization Requests (TARs).
- Researched and resubmitted claims, recovering payments from Medicaid and primary insurers.
- Cross-trained in collections to secure timely reimbursements from primary insurance carriers.
Customer Service Representative
Grande Communications
Austin
02.2001 - 09.2002
- Assisted customers with service inquiries and technical issues.
- Provided product information and troubleshooting guidance to enhance customer satisfaction.
- Managed customer accounts, ensuring accurate billing and service updates.
- Provided comprehensive product, service, and pricing information to enhance customer understanding and support decision-making.
- Served as primary liaison for apartment leasing personnel, facilitating communication and coordination.
Benefits Processing Specialist II
TRS of Texas
Austin
07.2000 - 02.2001
- Reviewed and processed retirement benefit payment requests to ensure timely and accurate disbursements.
- Reviewed and verified data entries for accuracy and compliance with standards.
- Processed documentation for client accounts and maintained accurate records.
- Educated clients on IRA options and retirement plans to facilitate informed decision-making.
- Coordinated information flow between departments to enhance communication efficiency.
Inside Sales/Contract Recruitment
Austin American Statesman
Austin
04.1988 - 05.2000
- Managed 325 client accounts, resolving billing inquiries and discrepancies to ensure client satisfaction.
- Consulted with clients on advertisement design, layout, and placement to increase campaign effectiveness.
- Communicated pricing updates, special promotions, and discount opportunities to enhance customer engagement.
Education
High School Diploma -
Dover High School
Dover, DE08-1977
Skills
- Customer service excellence
- Customer relationship management
- Complaint resolution
- Service request processing
- Service ticket management
- Billing procedures
- SLA compliance
- Report generation
- Live chat support
- Appointment scheduling
- CRM software
- CRM management
- Data entry
- Sales support
- Time management
- Multitasking and organization
- Issue troubleshooting
- Technical troubleshooting
- Equipment troubleshooting
- Conflict resolution
- Quality assurance
- Issue follow up
- Communication skills
- Data analysis
- Record auditing
- Workflow management
- Communication skills
- Written communication
- Email communication
- Email management
- Client outreach
- Active listening
- Empathy and patience
- Adaptability and flexibility
- Stress management
- Decision-making
- Problem-solving
- Analytical thinking
- Attention to detail
- Team collaboration
- Crisis management
- Safety protocols
- Remote support tools
- Device support
- Operating systems
- Microsoft Windows and Office
- Inventory tracking
- Crisis management
- Adaptability
- Data management
- Operating systems
- Device support
- Microsoft windows and office
- Inventory tracking
Timeline
Customer Support Specialist
Suburban Propane
05.2026 - Current
Assistant Front Office Manager
ABM Industries
11.2025 - 01.2026
Administrative Assistant/Customer Service
Gulf Coast Paper
10.2023 - 07.2025
New Customer Specialist
Crossroads Utility Services
02.2022 - 08.2021
Service Center Support Specialist
FedEx Freight
01.2022 - 08.2023
Data Entry Operator III
Texas DSHS – Laboratory Services
01.2011 - 07.2019
Program Technician/Data Entry
Maximus Inc.
05.2007 - 04.2010
Invoicing Specialist
Advantage Sales and Marketing
11.2005 - 12.2006
Specialized Claims Support Clerk
MMC ACS
10.2003 - 11.2005
Customer Service Representative
Grande Communications
02.2001 - 09.2002
Benefits Processing Specialist II
TRS of Texas
07.2000 - 02.2001
Inside Sales/Contract Recruitment
Austin American Statesman
04.1988 - 05.2000
High School Diploma -
Dover High School