Gabriel Macias
Las Cruces,NM
Summary
Objectives
Use my years of customer service experience and knowledge of our products and systems to guide my team to more efficiently provide excellent customer service.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Electronic Caregiver
07.2019 - Current
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Processed customer service orders promptly to increase customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Tracked customer service cases and updated service software with customer information.
- Temporarily assisted with supervising the team, including generating reports, ensuring work was completed, and being available after hours to assist on-call representative.
- Provisioned and shipped equipment. Also assisted in larger provisioning projects, like preparing Test Demos.
- Previously assisted in developing procedures by making suggestions and locating errors.
- Worked on special projects often, like scrubbing through reports to locate and resolve cancellation errors.
Customer Service Representative
Volt Workforce Solutions
08.2016 - 06.2019
- Responded to customer requests for products, services, and company information.
- Provided technical and billing support to customers.
- Mentored new and advancing employees.
- Assisted Training Dept with developing and teaching power point presentations for employees advancing to my department.
Customer Retention Specialist
Sitel
09.2013 - 08.2016
- Exploring all avenues of a customer’s account to ensure one call resolution
- New Customer Specialist
- Assist customers within first 90 days service
- NPS Ambassador
- Account balance handling
- Taking and reviewing payments.
Student Supervisor
University of New Mexico Libraries
08.2007 - 05.2012
- Meet with Librarian to receive task for the day and relay those instructions to student employees.
- Confirm all task completed by my team.
- Reshelve books.
- Plan and supervise special projects, like shifting sections of books.
- Divide team and delegate tasks to close library.
- Fill in for any position in the Library that needed coverage.
Education
No Degree - Film And Video Production
University of New Mexico
Albuquerque, NMHigh School Diploma -
Gadsden High School
Anthony, NM05.2007
Skills
- Complaint resolution
- Account updating
- Critical Thinking
- Data Collection
- Product Knowledge
- Data Entry
- Computer Proficiency
- System implementation
- Active Listening
References
- Thomas Coon, previous supervisor and coworker, (575) 649-4261
- Travis Luevano, previous coworker, (575) 910-4998
Timeline
Customer Service Representative
Electronic Caregiver
07.2019 - Current
Customer Service Representative
Volt Workforce Solutions
08.2016 - 06.2019
Customer Retention Specialist
Sitel
09.2013 - 08.2016
Student Supervisor
University of New Mexico Libraries
08.2007 - 05.2012
No Degree - Film And Video Production
University of New Mexico
High School Diploma -
Gadsden High School
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