Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Timeline
Generic

Gabriel Harpe

Daytona Beach,FL

Summary

Results-driven customer service professional with extensive experience in resolving escalated issues and optimizing service processes. Known for adaptability and attention to detail, effectively collaborating with teams to enhance customer experiences and drive satisfaction.

Overview

8
8
years of professional experience

Work History

Dasher/Courier

DoorDash
Daytona Beach, Florida
02.2024 - Current
  • Delivered food orders promptly to customer locations, ensuring customer satisfaction.
  • Managed multiple delivery requests efficiently during peak hours to optimize service.
  • Communicated with customers to confirm order details and resolve issues effectively.
  • Responded to messages via Dasher app regarding scheduling changes or updates promptly.
  • Adhered to company policies and procedures throughout delivery process.
  • Coordinated with restaurant staff to address issues related to food orders or delivery instructions.

Customer Service Representative

Sitel Group Communications/Foundever
DeLand, Florida
12.2022 - 07.2024
  • Resolved customer inquiries and issues efficiently, ensuring high satisfaction levels.
  • Managed high-volume calls while demonstrating professionalism and patience.
  • Educated customers on product features and available services to enhance understanding.
  • Collaborated with team members to optimize service delivery processes.
  • Utilized CRM software to track interactions and gather customer feedback.
  • Conducted follow-up calls to verify customer satisfaction after service engagements.
  • Maintained composure in stressful situations, effectively diffusing tension.
  • Addressed complex problems by coordinating with departments to develop customer solutions to meet customer needs

Escalation Specialist/Customer Service Representative

Sykes Enterprises, Incorporated
DeLand, Florida
10.2017 - 12.2022
  • Resolved customer escalations by identifying issues and implementing effective solutions.
  • Collaborated with support teams to efficiently tackle complex technical problems.
  • Documented escalation processes and created comprehensive guidelines for future reference.
  • Trained new team members on escalation protocols alongside customer service best practices.
  • Analyzed customer feedback to pinpoint trends and recommend actionable improvements.
  • Maintained high-quality assurance throughout escalation processes to ensure satisfactory outcomes.
  • Participated in regular management meetings to discuss efficient escalation resolution strategies.
  • Conducted follow-up calls to confirm satisfactory resolutions and enhance customer satisfaction.

Education

Biology

Daytona State College
Daytona Beach, FL
01-2011

High School Diploma -

Deland High School
DeLand, FL
05-2004

Environmental Biology

University of Central Florida
Orlando, FL

Skills

  • Order management
  • Team collaboration
  • Time management
  • Customer communication
  • Technical proficiency
  • Relationship management
  • Call handling
  • Conflict resolution

Affiliations

  • Active volunteer at Greater Bethlehem Baptist Church. This includes..
  • Maintaining the image of the church, keeping the building...
  • Clean, organized, frequently repainted along with other miscellaneous upkeep...
  • Leader in the church’s band playing both guitar and percussion and help organizing the music for the worship...
  • Leader in the praise & worship team also often contributing to vocals...
  • Also a connoisseur and practitioner in dance and other arts

Languages

English
Professional

Timeline

Dasher/Courier

DoorDash
02.2024 - Current

Customer Service Representative

Sitel Group Communications/Foundever
12.2022 - 07.2024

Escalation Specialist/Customer Service Representative

Sykes Enterprises, Incorporated
10.2017 - 12.2022

Biology

Daytona State College

High School Diploma -

Deland High School

Environmental Biology

University of Central Florida

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