Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Gabriella Silva

North Richland Hills,TX

Summary

Highly motivated and enthusiastic about helping people in need. Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems. Expert in communication, conflict management and multitasking abilities.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Legal Intake Specialist

Map Communications
01.2023 - 07.2023
  • Assisted counsel in preparing answers, providing documentation, and information for discovery request
  • Offered compassionate and attentive guidance to patients during moments of crisis and trauma
  • Answered phone calls and provided new clients with required paperwork to initiate service.
  • Maintained up-to-date knowledge of legal trends and developments, enabling accurate assessment of potential cases during initial consultations.

Collections Agent

Exeter Finance
06.2022 - 12.2023
  • Worked in call center environment handling manual and automatically dialed outbound calls
  • Used probing techniques to determine debtors' reasons for delinquency
  • Counseled debtors on payment options and arranged installment agreements.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.

Customer Care Representative

Payless Power
01.2020 - 05.2022
  • Resolved concerns with products or services to help with retention and drive sales
  • Assisted call-in customers with questions and orders
  • Logged call information and solutions provided into internal database
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.

Reservations Agent

American Airlines
01.2016 - 08.2018
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities
  • Handled billing information over phone
  • Resolved various issues and discrepancies for customers
  • Managed 70+ callers per day
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.

Education

High School Diploma -

New Beginnings CA
Arlington, TX
05.2009

Skills

  • Customer Care Representative
  • Legal jargon knowledge
  • Skip Tracing
  • Accurate money handling skills
  • Goals and Performance
  • Collections
  • Closing Processes
  • Over 4 years in high call volume experience
  • 5 years in Sales

Certification

Be There Certificate, Online mental health training of Be There's 5 golden rules to recognize people who struggle with mental health and safety.

Timeline

Legal Intake Specialist

Map Communications
01.2023 - 07.2023

Collections Agent

Exeter Finance
06.2022 - 12.2023

Customer Care Representative

Payless Power
01.2020 - 05.2022

Reservations Agent

American Airlines
01.2016 - 08.2018

High School Diploma -

New Beginnings CA

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Gabriella Silva