Gabriel Rocha
St. Petersburg
Summary
Dynamic professional with extensive experience in customer service and team management. Expertise in conflict resolution and effective communication, contributing to enhanced customer relationships and streamlined service processes. Eager to leverage skills to drive organizational success.
Overview
10
10
years of professional experience
Work History
Lead CSR
One Green Filter
Clearwater
10.2021 - 11.2025
- Led customer support team to enhance service delivery and client satisfaction.
- Trained new staff on company policies and effective communication techniques.
- Coordinated with other departments to streamline service processes and improve efficiency.
- Developed training materials for ongoing employee development and performance improvement.
- Trained new customer service representatives on company policies and procedures.
- Managed workflow efficiently within a fast-paced environment while maintaining high standards of accuracy and quality control.
- Provided expert customer service and support to customers, including troubleshooting technical issues.
- Coordinated transportation schedules to optimize delivery routes and reduce delays.
- Collaborated with management to improve dispatch protocols and workflows.
- Resolved customer complaints related to service issues or delays.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Supervised driver dispatching, route planning, and vehicle tracking for driving team.
- Managed daily delivery and work schedules to maximize coverage.
Customer Service Staff Member
Publix
Dunedin
10.2015 - 10.2021
- Handled customer complaints with professionalism and care.
- Provided training and guidance to new staff members.
- Greeted customers, answered inquiries and resolved customer complaints in a timely manner.
- Developed strong relationships with repeat customers by providing excellent customer service on each visit.
- Supported management initiatives by participating in meetings or training sessions when requested.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Education
High School Diploma -
Dunedin High School
Dunedin, FL05-2016
Skills
- Team leadership
- Training development
- Customer relationship management
- Conflict resolution
- Effective communication
- Time management
- Call center experience
- Service upselling
- Scheduling
Timeline
Lead CSR
One Green Filter
10.2021 - 11.2025
Customer Service Staff Member
Publix
10.2015 - 10.2021
High School Diploma -
Dunedin High School