Gabriela Pierce
Gilbert,AZ
Summary
Detail-oriented operations and customer support professional with 4+ years of experience researching complex account and payment-related issues, resolving escalations, managing risk, and supporting customers in regulated financial services environments. Skilled in exception handling, issue investigation, payment inquiry resolution, process adherence, and cross-functional collaboration. Proven ability to exercise independent judgment, identify process improvement opportunities, and deliver accurate results while meeting customer experience and compliance standards.
Overview
6
6
years of professional experience
Work History
Bilingual Senior Account Specialist
Discover Financial Services
04.2023 - Current
- Responsible for handling complex customer service inquiries and problems via telephone, digital or chat channels through effective communication and problem solving skills.
- Navigates a computerized system for responding and/or troubleshooting to customer questions.
- Actively manages and escalates risk and customer-impacting issues within the day to day role management.
- Uses discretionary authority to satisfy the customer within reasonable limits including but not limited to adjustments, credit limit increases and complex solutions.
- Documents customer files.
Front Desk Receptionist
Bay Area Oral Surgery
Vacaville, USA
04.2021 - 03.2023
- Customer Service; smile and greet patients upon arrival/dismissal
- Answering Telephones
- Scheduling Appointments
- Confirming Appointments
- Follow up on no shows/cancellation of Appointments
- Chart Filling
- Cash Handling
- Checking voicemails on a daily basis
- Maintain a clean and friendly waiting area for patients
- All other duties as assigned
CSR - Customer Service Representative
Fred Loya Insurance
08.2020 - 04.2021
- Provide professional, courteous service to customers
- Accept payments and process transactions Identify any potential needs the customer may have
- Follow up with customers on quotes, renewals and cancellations
- Involved with marketing initiatives for new business development
- Maintain work area and office clean and neat
- Run bank deposits as necessary
- Other duties as assigned
Education
High school diploma -
Skills
- Bilingual
- Account administration
- Time management
- Customer Engagement
- Microsoft Office proficiency
Timeline
Bilingual Senior Account Specialist
Discover Financial Services
04.2023 - Current
Front Desk Receptionist
Bay Area Oral Surgery
04.2021 - 03.2023
CSR - Customer Service Representative
Fred Loya Insurance
08.2020 - 04.2021