Gabriel Ivory
South Daytona,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Representative
WB Mason
South Daytona, FL
09.2023 - 05.2024
- Answered incoming customer calls regarding product inquiries, orders, and complaints.
- Provided customers with product and service information.
- Resolved customer issues in a timely manner.
- Adhered to all company policies and procedures related to customer service.
- Assisted customers in navigating webpages for online purchases or account setup.
- Suggested solutions when a product malfunction was reported by the customer.
Customer Service Representative Pod Lead
WB Mason
South Daytona, FL
05.2024 - 11.2024
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Analyzed customer service calls and chats to identify areas of improvement and provide feedback to agents.
- Provided coaching and guidance to call center representatives as needed.
Customer Service Supervisor
WB Mason
South Daytona, Florida
11.2024 - 11.2025
- Supervised daily operations of customer service team at WB Mason Co.
- Resolved complex customer issues using effective communication and problem-solving skills.
- Monitored team performance and provided constructive feedback for improvement.
- Developed training materials to standardize customer service procedures across the team.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Education
High School Diploma -
Atlantic High School
Port Orange, FL05-2023
Skills
- Inbound and Outbound Calling
- Product Knowledge
- Account Management
- Positive and professional
- Adaptive team player
- Team supervision
- Performance monitoring
- Coaching and mentoring
- Multitasking and organization
- Time management
Accomplishments
Eagle Scout
Certification
- QA Certification
Timeline
Customer Service Supervisor
WB Mason
11.2024 - 11.2025
Customer Service Representative Pod Lead
WB Mason
05.2024 - 11.2024
Customer Service Representative
WB Mason
09.2023 - 05.2024
High School Diploma -
Atlantic High School