Gabriela Smith-Franco
Bradenton,FL
Summary
Experienced bilingual professional with strong communication and active listening skills in customer interactions. Utilizes problem-solving techniques to efficiently address and resolve client concerns. Demonstrates a track record of maintaining high levels of customer satisfaction through empathy and patience.
Overview
30
30
years of professional experience
Work History
Customer Service: Dental Discount Plan
Dental Care Alliance
10.2019 - 01.2025
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website or transferring calls to the correspondent department, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Dental eligibility and verifications
MCR Health Services
01.2019 - 11.2019
- Verify insurance coverage and patients eligibility.
- Schedule appointments
Insurance Coordinator
Dental Care Alliance
09.2014 - 12.2018
- Sort and distribute corporate mail for more than 200 offices
- Scan and process insurance payments and assigned them to different insurance coordinators responsible of posting payments on patients ledgers
Store Associate
HSN Outlet
07.2013 - 04.2014
- Cashier at Jewelry department, Customer service, stock merchandise and price changes on inventory
Customer Service Representative
APAC
10.2013 - 03.2014
- Call center, inbound calls, provided exceptional customer service
Store Associate
OfficeMax
06.2012 - 05.2013
- Cashier, Customer service, stocked merchandise and price changes on inventory
- Support Impress area faxing, scanning and printing documents
Document and Report Translator
Real Medicine Foundation - Team Peru
08.2008 - 09.2011
- Company Overview: Based out of Los Angeles, CA
- Volunteer support to the Peru Team, all online and telephone assistance
- Based out of Los Angeles, CA
Sales and Services Specialist
Bank of America
10.2007 - 05.2008
- Customer service, opened new accounts and provided account maintenance assistance
- Teller transactions including cashed checks, issued money orders and official bonds
Executive Assistant to the General Manager and Directors
Video Broadcast
07.2001 - 03.2005
- Answered local and international calls from customers and providers, opened and distributed mail, scheduled meetings, appointments and made travel arrangements for the Directors, Managers and other technical staff
- Interfaced with customers, performed follow-ups from accounts and service
- Prepared quotes and bids for private and state companies
- Responsible for security and support personnel, and for delivery and distribution routes
- Other duties included data entry, filling and weekly reports
Sales and Services Specialist
Banco de Credito del Peru
05.2000 - 06.2001
- Customer service, opened new accounts and provided account maintenance assistance
General Manager Executive Assistant
JB Textiles
03.1995 - 04.2000
- Supervised administrative personnel, interfaced with customers, vendors and providers
Education
2 Years University - Translation and Interpretation General Studies
Universidad Femenina del Sagrado Corazon
Lima, PEVocational School Certificate - High Level Assistant
San Ignacio de Loyola
Lima, PESkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Scheduling
- Administrative support
- Adaptability and flexibility
Timeline
Customer Service: Dental Discount Plan
Dental Care Alliance
10.2019 - 01.2025
Dental eligibility and verifications
MCR Health Services
01.2019 - 11.2019
Insurance Coordinator
Dental Care Alliance
09.2014 - 12.2018
Customer Service Representative
APAC
10.2013 - 03.2014
Store Associate
HSN Outlet
07.2013 - 04.2014
Store Associate
OfficeMax
06.2012 - 05.2013
Document and Report Translator
Real Medicine Foundation - Team Peru
08.2008 - 09.2011
Sales and Services Specialist
Bank of America
10.2007 - 05.2008
Executive Assistant to the General Manager and Directors
Video Broadcast
07.2001 - 03.2005
Sales and Services Specialist
Banco de Credito del Peru
05.2000 - 06.2001
General Manager Executive Assistant
JB Textiles
03.1995 - 04.2000
Vocational School Certificate - High Level Assistant
San Ignacio de Loyola
2 Years University - Translation and Interpretation General Studies
Universidad Femenina del Sagrado Corazon
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