Gabriel Alridge
Garland,Tx
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Senior Universal Customer Service Advocate
New York Life
Plano, Tx
02.2019 - Current
- Processing Claim payments related to disability plans
- Understanding of Short Term Disability and Family Leave Status
- Assist customers to improve their health, well being and sense of security
- Researching customer information and inputting data into designated systems
- Managing correspondence and notifications within targeted time frames to meet Department of Labor and Customer Performance Guarantees for Family Medical Leave
- Eligibility associated with their individual or company sponsored disability and/or leave of absence plans
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
Center Team Lead
Priority Fulfillment Services Web INC
Dallas, Tx
09.2015 - 01.2019
- Supervise day to day operations in a Contact Center Environment
- Assist with consumer related issues and handled escalations as needed
- Monitor each agent and provide coaching to develop and improve call handling
- Coach and mentor employees to meet their daily and monthly goals
- Calibrate consumer interactions with clients and internal leadership
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Recruited and hired top performers to add talent and value to department.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
Customer Service Representative
Priority Fulfillment Services Web INC
Dallas, Tx
05.2012 - 09.2015
- Answer member requests concerning services, products, billing, equipment, claims, and report problem areas
- Utilizes mechanized systems to initiate and complete service orders and handle customer requests
- Upselling and cross selling
- Tracking orders
Sales Associate
Dillard's
Mesquite, TX
03.2010 - 04.2012
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to build rapport and loyalty.
- Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers.
- Processed product returns and assisted customers with other selections.
- Greeted customers, offered assistance in finding requested items and carried merchandise to checkout line.
Education
Degree -
Richland Community College
Skills
- Efficient and Detail Oriented Upselling and Cross Selling
- MIcrosoft Office Issue and Complaint Resolution
- Problem Solving Patient and Empathic
- Team Leadership Upbeat and Positive Personality
- Responding to Difficult Customers
- Customer Account Management
- Calm and Professional Under Pressure
- Product Availability
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
Timeline
Senior Universal Customer Service Advocate
New York Life
02.2019 - Current
Center Team Lead
Priority Fulfillment Services Web INC
09.2015 - 01.2019
Customer Service Representative
Priority Fulfillment Services Web INC
05.2012 - 09.2015
Sales Associate
Dillard's
03.2010 - 04.2012
Degree -
Richland Community College
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