Gabbrielle Wilson
Prattville
Summary
Dedicated customer service professional with over four years of experience delivering exceptional support in call center, banking, retail, and healthcare environments. Experienced in resolving customer concerns, managing account inquiries, troubleshooting complex issues, and providing efficient, personalized solutions while maintaining high customer satisfaction. Strong communicator with excellent problem-solving, multitasking, and conflict resolution skills, capable of building lasting customer relationships and exceeding performance goals. Recognized for reliability, professionalism, and the ability to remain calm under pressure while delivering outstanding service. Committed to contributing to organizational success by creating positive customer experiences and consistently providing high-quality customer support.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Tier 2 Customer Service Specialist
Concentrix
03.2022 - Current
- Assisted 30+ Agents per requests using available resources, cutting escalations by 30%.
- Tracked Bank Transfers and Account Restrictions/Locks and provided detailed updates to customers as needed.
- Provided assistance to 50+ customers by phone with a 95% satisfaction rating with metrics and QA.
- Effectively communicated with customers to identify and resolve their issues in a timely manner.
- Evaluated customer satisfaction levels through surveys and maintained a 95% average (CSAT).
- Implemented strategies to improve performance, accuracy, and quality.
- Leveraged strong communication skills to build relationships with clients and superiors.
- Utilized tools to analyze data and recommend solutions.
- Attended management meetings to record new directives and information, offering insights and suggestions to improve procedures.
- Developed emergency management plans for recovery decision-making and communications.
- Remote
Cashier
Walmart
Chelsea, AL
05.2020 - 02.2022
- Operated cash register and accurately processed payments, returns, and exchanges.
- Maintained cleanliness of the checkout area by cleaning counters, shelves and windows.
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.
- Built and maintained positive working relationships with co-workers.
- Demonstrated excellent customer service skills while interacting with customers in a friendly manner.
- Helped restock shelves when necessary to maintain an organized display area.
- Accurately processed customer payments using cash, credit cards, and checks.
- Managed large amounts of cash accurately during busy hours in a fast-paced environment.
- Handled customer complaints and inquiries in a courteous and efficient manner.
Drive-Thru Cashier
Jacks
Childersburg, AL
08.2018 - 08.2020
- Monitored drive-thru line and managed wait times.
- Followed all safety guidelines for the handling of food items according to company standards.
- Operated drive-thru window efficiently while ensuring accuracy of orders, taking payments, and delivering food in a timely manner.
- Accurately handled cash, credit and debit card transactions and gave correct change to customers.
- Assisted in training new employees on proper procedures for taking orders at the drive-thru window.
- Performed opening, closing duties such as cleaning work areas, restocking supplies, setting up, breaking down registers.
- Established positive relationships with regular customers by greeting them warmly each time they visited.
- Answered product questions and provided recommendations to customers.
Education
Some College - Nursing
Troy University
Troy, AL, USHigh School Diploma - undefined
Childersburg High School
Childersburg, AL, US05.2020
Skills
- Typing speed 50 WPM
- Salesforce proficiency
- Email/CRMS etiquette
- Performance tracking
- Call handling
- Customer service
- Remote support
- Verbal and written communication
- Data entry
- Data entry proficiency
Certification
- CPR
- Certificate
LANGUAGES
English
Advanced
Awards & Honors
Certificate, Certificate of completion
Timeline
Tier 2 Customer Service Specialist
Concentrix
03.2022 - Current
Cashier
Walmart
05.2020 - 02.2022
Drive-Thru Cashier
Jacks
08.2018 - 08.2020
High School Diploma - undefined
Childersburg High School
Some College - Nursing
Troy University