Gabriella V Cervantes
Omaha,NE
Overview
32
32
years of professional experience
Work History
Telephone Customer Service Representative
Nebraska Furniture Mart
10.2018 - 09.2025
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed high volume of calls, maintaining professionalism and accuracy in all communications.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
Outbound Call Center Agent
Red Cross
09.2012 - 10.2018
- Conducted outbound calls to engage customers and promote products effectively.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
Lead Technician
First Data
09.1993 - 08.2018
- Led technical team in troubleshooting and resolving complex payment processing issues.
- Streamlined workflow processes, increasing efficiency in service delivery across multiple platforms.
- Mentored junior technicians on best practices for system maintenance and problem resolution.
- Planned, scheduled, and delegated daily work to team of employees.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
Education
High School Diploma -
Millard
Omaha, NESkills
- Problem-solving
- Product knowledge
- Call center experience
- Data entry
- Incoming call management
- Customer complaint resolution
- Live chat support
- Conflict resolution
- Escalation handling
- Appointment scheduling
- Complaint resolution
- Payment processing
- Call handling
- Call center customer service
- Resolving issues
- Customer communications
- Inbound phone calls
- Answering questions
- Customer support
- Communicating with clients
Timeline
Telephone Customer Service Representative
Nebraska Furniture Mart
10.2018 - 09.2025
Outbound Call Center Agent
Red Cross
09.2012 - 10.2018
Lead Technician
First Data
09.1993 - 08.2018
High School Diploma -
Millard