Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative

Gabriel Mallen

San Antonio,TX

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

23
23
years of professional experience

Work History

Customer Service Representative

JPMorgan Chase
San Antonio, TX
11.2019 - 01.2022
    • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
    • Answered customer telephone calls promptly to avoid on-hold wait times.
    • Answered constant flow of customer calls with minimal wait times.
    • Offered advice and assistance to customers, paying attention to special needs or wants.
    • Responded to customer requests for products, services and company information.
    • Developed community reputation through commitment to customer satisfaction and strong client relationships.
    • Investigated and resolved customer inquiries and complaints quickly.
    • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
    • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Video Repair Technician Representative

StarTek (Spectrum)
San Antonio, TX
10.2018 - 10.2019
    • Resolved malfunctions with systems and programs through troubleshooting.
    • Investigated and addressed system issues to enhance usability and improve functionality.
    • Recommended technology upgrades and complementary products to improve client security.
    • Collaborated with client and interdepartmental peers to transform client requirements into turnkey solutions.
    • Evaluated and adopted new technologies to address changing industry needs.

Revenue Manager

AT&T
San Antonio, TX
11.2010 - 10.2015
  • Supervised employees and assessed performances to determine training needs.
  • Followed through with client requests to resolve problems.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Spearheaded customer satisfaction survey and analyzed results to make action plans.
  • Overlooked 18 customer service representatives.
  • Provided individual team member coaching to make sure exceptional customer service and guidelines were met.

Manager's Assistant

AT&T
San Antonio, TX
05.2006 - 11.2010
    • Ran errands to support daily needs of management.
    • Responded to and directed incoming calls and other communication.
    • Scheduled meetings and managed calendar.
    • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
    • Coached new hires on company processes while managing employees to achieve maximum production.
    • Evaluated employee productivity to complete employee evaluations.
    • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
    • Handled all irate customer calls that representative was not able to resolve.

Customer Service Representative

Southwestern Bell Telephone
Corpus Christi, TX
06.1996 - 05.2006
    • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
    • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
    • Documented and detailed calls and complaints using call center's CRM database.
    • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
    • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
    • Investigated and resolved customer inquiries and complaints quickly.
    • Met customer call guidelines for service levels, handle time and productivity.
    • Educated customers about billing, payment processing and support policies and procedures.
    • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Education

No Degree - Business Management

Texas A&M University - Kingsville
Kingsville, TX

High School Diploma -

Eagle Pass High School
Eagle Pass, TX
05.1991

Skills

  • Excellent Bilingual Skills English & Spanish
  • Courteous with Strong Service Mindset
  • Customer Data Confidentiality
  • Customer Account Management
  • Efficient and Detail-Oriented
  • Multitasking and Prioritization
  • Creative Problem Solving
  • Verbal and Written Communication
  • Building Customer Trust and Loyalty
  • Excellent Attention to Detail
  • Upbeat and Positive Personality
  • Patient and Empathetic
  • Staff education and training

Languages

English
Native or Bilingual
Spanish
Full Professional

Timeline

Customer Service Representative

JPMorgan Chase
11.2019 - 01.2022

Video Repair Technician Representative

StarTek (Spectrum)
10.2018 - 10.2019

Revenue Manager

AT&T
11.2010 - 10.2015

Manager's Assistant

AT&T
05.2006 - 11.2010

Customer Service Representative

Southwestern Bell Telephone
06.1996 - 05.2006

No Degree - Business Management

Texas A&M University - Kingsville

High School Diploma -

Eagle Pass High School

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Gabriel Mallen