Gabriela Gutierrez
Farmers Branch,TX
Summary
Results-driven Client Success professional specializing in translating complex client needs into business growth. Adept at forging long-term stakeholder relationships, optimizing service delivery, and managing escalations to enhance client retention and drive revenue in fast-paced, high-volume environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Client Success Associate
Gartner
11.2023 - 05.2025
- Maintained a consistent standard of excellence in service delivery, resulting in high client satisfaction scores and strong retention metrics.
- Proactively scheduled and facilitated client touchpoints to deepen relationships and identify areas for value-added engagement.
- Evaluated client utilization and engagement trends, providing insights to improve product adoption and user success.
- Partnered with internal stakeholders to streamline service workflows and ensure rapid issue resolution.
- Led client-facing knowledge-sharing sessions, improving client confidence in product capabilities and increasing engagement across accounts.
- Communicated product value by connecting features to strategic outcomes, supporting upsell and renewal efforts through effective consultative support.
Leasing Consultant
The Liberty Group (for The Morgan Group)
08.2023 - 11.2023
- Delivered comprehensive leasing support for a 400+ unit residential community, providing a seamless resident experience from application to move-in.
- Resolved complex resident inquiries related to maintenance, leasing, and financial matters, consistently demonstrating professionalism and empathy.
- Utilized multiple property management systems (OnePath, Mobile Doorman, GateWise) to manage applications, screenings, and resident onboarding.
- Conducted market research and competitor analysis to support pricing strategies and manage incentive offerings.
Customer Service Specialist L2
Taskrabbit
07.2022 - 01.2023
- Served as Subject Matter Expert (SME) for client account services, resolving escalated inquiries and acting as a point of reference for team members.
- Consistently exceeded departmental KPIs, including Average Daily Handling (98%), After-Call Work (
- Conducted in-depth follow-ups and root cause analysis to resolve service disruptions and enhance customer experience.
Customer Service Specialist L1
Taskrabbit
07.2021 - 07.2022
- Provided omni-channel customer service to platform users, emphasizing first-contact resolution through chat, email, and phone support.
- Maintained high levels of performance in productivity, case resolution, and client satisfaction within a high-volume support environment.
Customer Service Representative
Chewy
03.2021 - 07.2021
- Delivered proactive and empathetic support to customers through multiple contact channels.
- Researched account issues and facilitated complete case resolution, ensuring timely follow-up and continued customer engagement.
Team Lead
ClubCorp
06.2019 - 02.2020
- Managed a team of 4-6 customer support representatives as a Subject Matter Expert.
- Facilitated QA reviews, agent coaching, and implementation of new service programs.
- Acted as the primary escalation point for member-related concerns, resolving complex cases and maintaining high member satisfaction.
Education
Bachelor's Studies - Social Work
Northwestern State University
Skills
- Client Relationship Management (CRM) – Proven expertise in managing client accounts and workflows through platforms like Salesforce to drive satisfaction and loyalty
- Customer Experience Optimization – Adept at identifying pain points and delivering seamless service improvements across the customer lifecycle
- Retention & Revenue Protection – Skilled in aligning customer outcomes with business goals to enhance retention and safeguard recurring revenue streams
- Cross-Functional Collaboration – Experienced in partnering with internal stakeholders (sales, product, support) to drive unified solutions and improve service delivery
- Communication & Conflict Resolution – Strong written and verbal communication skills with a focus on proactive, empathetic, and solution-oriented engagement
- Escalation Management – Successfully manage high-stakes escalations, ensuring timely resolution and preservation of client trust
- Executive Presence & Influence – Demonstrated ability to lead conversations, manage sensitive interactions, and influence decision-making across all organizational levels
- Omni-Channel Customer Support – Proficient in delivering consistent and responsive support across email, phone, chat, and in-person channels
Websites
Certification
Creating Positive Conversations with Challenging Customers, LinkedIn Learning
Timeline
Client Success Associate
Gartner
11.2023 - 05.2025
Leasing Consultant
The Liberty Group (for The Morgan Group)
08.2023 - 11.2023
Customer Service Specialist L2
Taskrabbit
07.2022 - 01.2023
Customer Service Specialist L1
Taskrabbit
07.2021 - 07.2022
Customer Service Representative
Chewy
03.2021 - 07.2021
Team Lead
ClubCorp
06.2019 - 02.2020
Bachelor's Studies - Social Work
Northwestern State University
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