Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Gabriel Fletes

Miami,FL

Summary

Motivated and highly organized individual with over six years of customer service experience in fast-paced, team-based environments. Strong communication and interpersonal skills with strong process knowledge and problem-solving skills. Ability to handle multiple task with a high degree of accuracy.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Business Analyst I

Florida Power & Light Company
04.2023 - Current
  • Work with third-party vendors to optimize vendor performance, improve operational efficiency, and ensure compliance.
  • Reduced operational costs through thorough data analysis and implementing cost-effective solutions.
  • Enhanced company-wide decision-making by developing comprehensive reports on key performance indicators.
  • Subject matter expert (SME) for electronic payment team during SAP upgrade.
  • Collaborate with other business partners to enhance system upgrades through proper testing and communication.

Supervisor Customer Care Operations

Florida Power & Light
05.2020 - Current
  • Supervise and manage employee performance for a team of over fifteen employees
  • Monitor daily adherence and update internal workforce management with time off activities
  • Verify accuracy of reports related to employee's payroll
  • Oversee the newly integrated Net Metering AI project
  • Promote an effective open-door policy by developing excellent relationships with employees, coworkers and senior management
  • Ensure employee trainings and certifications are completed within a timely manner
  • Maintain accurate documentation for coaching sessions, discipline and employee issues.

Customer Care Operations Lead

Florida Power & Light
06.2019 - 05.2020
  • Managed daily productivity for employees reporting out of the Florida International University call center
  • Coordinated team events to promote overall employee engagement
  • Verified the accuracy of reports relating towards employee benefits
  • Evaluated and track performance to provide coaching and aid employees on correcting process errors
  • Assessed employees work schedule based on general unavailability
  • Provided process related support for over 10 customer service segments.

Customer Service Representative

Florida Power & Light
05.2018 - 06.2019
  • Answered incoming customer calls regarding billing issues, power outage problems, service questions and general client concerns
  • Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
  • Promoted energy conservation programs and offered rebates on applicable programs including HVAC and RCI
  • Worked with management to stay updated on process knowledge and be informed of any company policy changes
  • Participated in the Gulf Power accusation project testing for IVR errors.

Education

MBA - Management

Nova Southeastern University
Davie, FL
07.2023

Bachelor Business Administration / Management -

Florida International University
Miami, FL
12.2020

Skills

  • Professionalism
  • Time Management
  • Adaptable
  • Problem Solving
  • Communication
  • Bilingual

Certification

Six Sigma Yellow Belt

Timeline

Business Analyst I

Florida Power & Light Company
04.2023 - Current

Supervisor Customer Care Operations

Florida Power & Light
05.2020 - Current

Customer Care Operations Lead

Florida Power & Light
06.2019 - 05.2020

Customer Service Representative

Florida Power & Light
05.2018 - 06.2019

MBA - Management

Nova Southeastern University

Bachelor Business Administration / Management -

Florida International University

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Gabriel Fletes