Gabriela Galvan
Santa Ana,CA
Summary
Adept at transforming customer challenges into positive experiences, Leveraged my problem-solving and active listening skills at Verizon Wireless to enhance client satisfaction significantly. Recognized for exceptional service and technical support proficiency, Consistently exceeded performance metrics, contributing to a noticeable increase in customer loyalty and retention.
Overview
29
29
years of professional experience
Work History
Customer Service Representative
Fabrica International
12.2021 - 10.2024
- Exhibited high energy and professionalism when dealing with clients and staff.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Addressed customer inquiries to ensure satisfaction and foster positive service levels.
- Fulfilled purchase orders for clients.
- Answered incoming calls and emails.
Customer Service Representative
Lindora Medical Weight Loss
02.2017 - 12.2021
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- 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.
Customer Service Representative
Loan Me
10.2015 - 06.2016
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Educated customers about billing, payment processing and support policies and procedures.
Technical Support Representative
Behr
04.2012 - 01.2013
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Customer Care Representative
Verizon Wireless
02.1996 - 10.2010
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Contributed to team success, consistently achieving call center performance metrics.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma - General Studies
Saddleback High School
Santa Ana, CASkills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Professional telephone demeanor
- Call Management
- Order Processing
- Staff Training
- De-Escalation Techniques
- Technical Support
- Live chat support
- Order Fulfillment
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Fabrica International
12.2021 - 10.2024
Customer Service Representative
Lindora Medical Weight Loss
02.2017 - 12.2021
Customer Service Representative
Loan Me
10.2015 - 06.2016
Technical Support Representative
Behr
04.2012 - 01.2013
Customer Care Representative
Verizon Wireless
02.1996 - 10.2010
High School Diploma - General Studies
Saddleback High School
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