Gabriela Abrego
Glendale,AZ
Summary
Dynamic customer service professional with a proven track record at Cactus State Insurance, excelling in conflict resolution and enhancing customer satisfaction. Skilled in active listening and data entry, I consistently improved resolution times and fostered loyalty through empathetic interactions, contributing to a positive service experience and repeat business.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Cactus State Insurance
09.2023 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and backed up other customer service managers.
SFL
Walgreens
03.2008 - 06.2023
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Education
Glendale High
Glendale, AZ05-2003
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Scheduling
- Paperwork processing
- Appointment scheduling
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Cactus State Insurance
09.2023 - 08.2024
SFL
Walgreens
03.2008 - 06.2023
Glendale High
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