Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Gilder Amezquita

Richmond,VA

Summary

Customer-focused problem solver dedicated to enhancing customer satisfaction and improving overall experience.

Overview

8
8
years of professional experience

Work History

Supervisor

Maximus
Richmond, VA
08.2022 - Current
  • Facilitated monthly team meetings to provide project updates, as well as conducted individual coaching sessions with team members.
  • Acted as a liaison between upper management and staff, facilitating open communication.
  • Conducted regular performance evaluations for agents, providing constructive feedback, and documented each agent's performance.
  • Helped de-escalate customer complaints and issues promptly, ensuring customer satisfaction.
  • Monitored employee attendance, addressing any punctuality or absenteeism issues.
  • Managed scheduling for staff, ensuring adequate coverage during peak times and projects.

Customer Service Representative

Virginia Employment Commission
Richmond, VA
07.2020 - 08.2021
  • Handled both calls and submitted responses to emails from claimants who submitted applications for unemployment.
  • Assisted claimants in pinpointing issues with unemployment benefits
  • Ensured detailed resolution records for every handled case using Microsoft Excel.

Customer Service Representative

Maximus
Richmond, VA
12.2018 - 07.2020
  • Answered customer inquiries and provided accurate information regarding their Medicaid benefits.
  • Provided excellent customer service to resolve customer inquiries in a timely manner.
  • Maintained detailed notes and documentation on each of the calls for future reference.
  • De-escalated problematic customer concerns by maintaining a calm and friendly demeanor.

Temporary Customer Service Representative

Caliper Inc
Richmond, Va
06.2018 - 12.2018
  • Enhanced customer service capabilities through constant call handling
  • Developed strong rapport with our members by remaining professional and polite during calls.
  • Submitted proper note-taking for each call and assisted with documentation for transfer enrollments outside of Open Enrollment periods.

Legacy Products LLC
Chesterfield, Va
06.2016 - 06.2018
  • Guaranteed timely completion of daily production targets for window products.
  • Provided instruction to new staff on processes
  • Managed office records for order receipts and returns

Education

Advanced Diploma -

Lloyd C. Bird High School
Chesterfield, Va
06.2016

Skills

  • Spanish Language Proficiency
  • Proficient in Microsoft Office Suite
  • New-hire and refresher trainings
  • Communication Skills
  • Customer service
  • Medicaid Program Knowledge
  • Deadline Management
  • Disciplinary Action Management

References

Lawrence Batiste, Supervisor at Legacy Products LLC, (804)624-9749

Timeline

Supervisor

Maximus
08.2022 - Current

Customer Service Representative

Virginia Employment Commission
07.2020 - 08.2021

Customer Service Representative

Maximus
12.2018 - 07.2020

Temporary Customer Service Representative

Caliper Inc
06.2018 - 12.2018

Legacy Products LLC
06.2016 - 06.2018

Advanced Diploma -

Lloyd C. Bird High School

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Gilder Amezquita