Gabriela Funes
Automated Health Systems Inc.
Boston,MA
2
Languages
13
years of professional experience
Versatile professional with extensive customer service experience. Strong critical thinking and active listening skills contribute to resolving conflicts and enhancing client relations, ready to support organizational goals through exceptional service delivery. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Work History
Customer Service Representative
1 Year 7 Months- Provided timely responses to customer inquiries via phone.
- Educated customers on available health coverage options, ensuring clarity and accessibility of information.
- Educated customers on policy changes and new service offerings clearly.
- Adapted quickly to changes in procedures and technology within the health systems environment.
- Ensured compliance with company protocols while handling sensitive customer information securely.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
- Identified and resolved discrepancies and errors in customer accounts.
- Resolved complaints by identifying issues and implementing solutions promptly.
- Documented customer interactions accurately in CRM software for tracking purposes.
- Responded to customer inquiries in both English and Spanish, ensuring clear communication and understanding.
- Provided exceptional customer support through effective communication and problem-solving techniques.
- Streamlined management interactions by delivering comprehensive email reports and utilizing Teams for real-time communication.
Shift Manager
10 Years- Supervised daily operations to ensure high-quality customer service and product consistency.
- Trained and mentored new team members on operational procedures and customer engagement techniques.
- Implemented inventory management practices to optimize stock levels and reduce waste.
- Led team meetings to discuss performance metrics and strategies for improvement.
- Developed schedules to align staffing levels with peak business hours, enhancing service efficiency.
- Collaborated with management to design promotional campaigns that increased store visibility and sales.
- Ensured compliance with health and safety regulations, fostering a safe work environment for staff and customers.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Promoted a positive work environment through open communication and constructive feedback.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Excelled in every store position and regularly backed up front-line staff.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Exercised composure under pressure and in escalated customer service scenarios.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Tracked receipts, employee hours, and inventory movements.
- Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
- Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.
- Provided ongoing coaching to team members in order to drive continuous improvement in their performance levels consistently over time.
- Maximized profitability by monitoring labor costs closely, optimizing staff deployment based on expected customer traffic patterns.
- Conducted regular evaluations of employee performance, identifying areas for improvement and offering targeted guidance for skill development.
- Led by example, demonstrating strong work ethic and commitment to excellence, inspiring staff to achieve their best.
- Optimized shift operations to meet and exceed sales targets without compromising on service quality.
- Enhanced team performance with motivational strategies, leading to more cohesive and productive workforce.
- Resolved customer complaints with effective problem-solving techniques, maintaining high levels of customer loyalty.
- Addressed and resolved staffing issues promptly, minimizing disruptions to shift operations and maintaining service standards.
- Facilitated team-oriented atmosphere, encouraging collaboration and mutual support among staff members.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Researched issues to obtain appropriate answers to customer inquiries.
- Submitted reports to senior management to aid in business decision-making and planning.
- Cross-trained existing employees to maximize team agility and performance.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
Barista
1 Year 4 Months- Delivered exceptional customer service by efficiently preparing and serving high-quality beverages.
- Maintained cleanliness and organization of workstations to ensure compliance with health and safety standards.
- Trained new baristas on operational procedures, enhancing team performance and service quality.
- Implemented workflow improvements that increased beverage preparation speed during peak hours.
- Developed relationships with regular customers, fostering loyalty and repeat business through personalized service.
- Collaborated with team members to create a positive work environment, boosting morale and productivity.
- Utilized POS systems for efficient order processing and payment transactions, ensuring accuracy in sales reporting.
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Cleaned counters, machines, utensils, and seating areas daily.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Controlled line and crowd with quick, efficient service.
- Maintained regular and consistent attendance and punctuality.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
- Showcased versatility by assisting in other areas of the café as needed, including food preparation or table service when required.
- Demonstrated expertise in various brewing techniques, ensuring consistent quality across all drinks served.
- Increased repeat business by providing exceptional customer service and building rapport with patrons.
- Fostered loyal customer base by remembering regulars' orders and preferences, making them feel valued.
- Trained new baristas in beverage preparation and customer service techniques.
- Collaborated with management to refine training programs based on employee feedback.
- Mentored junior baristas, fostering a culture of teamwork and excellence.
- Improved barista skills through one-on-one training sessions and practical demonstrations.
- Taught proper procedures and strategies for success to new employees.
- Handled cash and processed payments accurately to avoid errors.
- Promoted upselling techniques among baristas for increased sales of food items and specialty drinks.
- Managed cash register transactions efficiently while adhering to company policies regarding cash handling procedures.
- Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
- Repaired minor issues and maintained espresso equipment and coffee machines for smooth functioning.
Education
No Degree - Nursing
- Dean's List Fall 2024
High School Diploma
Skills
Customer service
Active listening
Critical thinking
Data entry
Problem resolution
Customer relations
Call center experience
Computer proficiency
Conflict resolution
Payment processing
Professional telephone demeanor
Scheduling
Call management
Follow-up skills
Product knowledge
Paperwork processing
Team development
Documentation
Administrative support
Microsoft Office Suite
Microsoft PowerPoint
Microsoft outlook
Microsoft Excel
Client relations
Data collection
Customer relationship management (CRM)
Prioritization
Staff training
De-escalation techniques
Recordkeeping strengths
Research
Account management
Spreadsheets
Conflict mediation
Brand representation
CRM software
CRM software proficiency
Key holder experience
System implementation
Report preparation
Report creation
Promotional support
Report generation
Complaint handling
Complaint resolution
Quality control
Building rapport
Filing
Customer education
Product and service solutions
Coordination
Sales expertise
Reading comprehension
Proofreading
Service standard compliance
Document control
Quality assurance controls
Team leadership
Time management
Decision-making
Verbal and written communication
Complex Problem-solving
Task delegation
Goal setting
Documentation and reporting
Operations management
Schedule preparation
Business administration
Product management
Business planning
Expectation setting
Emergency response
Clear communication
Coaching and mentoring
Work prioritization
Inventory management
Recruiting and interviewing
Data analysis
Teamwork and collaboration
Computer skills
Adaptability and flexibility
Attention to detail
Multitasking
Training and development
Professional and courteous
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Automated Health Systems Inc.
03.2025 - CurrentRead More
Shift Manager
Starbucks Coffee
07.2015 - 07.2025Read More
Barista
Starbucks Coffee
03.2014 - 07.2015Read More
Massachusetts Bay Community College
No Degree from Nursing
Read More
Brighton High School
High School Diploma
Read More