Summary
Overview
Work History
Skills
Software
Timeline
Generic

Gabrielle Burgos

Team Leader
Deltona,FL

Summary

Hands-on Customer Service Manager effective in motivating others to reach optimum potential. Results-oriented possessing first-rate communication, problem analysis and organizational skills. Adaptable professional with over 10 years of experience in customer service and customer relations. Tech-savvy with proficiency in office equipment operations.

Overview

3
3
years of professional experience
1
1
Language

Work History

Auto Claims Adjuster

Liberty Mutual
11.2022 - Current
  • Examined photographs and surveillance and any other documents relating to claims.
  • Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
  • Documented vehicle damage and submitted photographs and in-depth reports to claims department for effective processing.
  • Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.
  • Participated in team-building activities to enhance working relationships.
  • Reviewed police reports, medical treatment records and physical property damage to determine extent of liability.
  • Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
  • Investigated claims involving potential and suspected fraudulent activities.
  • Negotiated fair settlements with both customers and third-party claimants, balancing empathy with fiscal responsibility to protect company assets
  • Managed a high volume caseload without sacrificing quality or timeliness in delivering resolutions to clients'' auto accident-related issues
  • Assisted clients with navigating complex insurance policies, ensuring they understood the extent of their coverage and benefits available to them during the claims process

Claims Specialist

Liberty Mutual
05.2021 - Current
  • Prepared insurance claim forms or related documents and reviewed for completeness.
  • Acted as claims subject matter expert, answering internal and external questions and inquiries.
  • Interviewed policyholders to verify information and obtain additional details.
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Cultivated customer loyalty, promoted repeat business and improved sales.


Quality Assurance Analyst

Sykes Enterprises Inc.
  • Effectively coached, developed, and empowered a group of 25 teammates with skills needed to deliver high-quality, low-effort customer experiences
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
  • Maintained knowledge of regulatory requirements, to include accrediting bodies, federal, state and local requirements, as well as Sykes Enterprise's policies.
  • Managed high workload with consistent record of achieving deadlines and production targets.
  • Specialized in providing direction on achieving specific objectives, with customer experience by promoting customer loyalty, brand recognition and revenue generation.
  • Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
  • Audited calls, emails and online chats in accordance with compliance and workflow procedures.
  • Conducted site-wide quality assurance seminars.

Travel Consultant

Sykes Enterprises - Expedia/Chase Bank Partnership


  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
  • Compiled customer feedback and recommended service delivery improvements to operations.
  • Built long-term, loyal customer and teammate relations by providing top-notch service and detailed order, account and service information.
  • Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
  • Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
  • Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.
  • Improved overall revenue by upselling additional services such as excursions, insurance, and upgraded accommodations when appropriate.
  • Resolved customer service escalations to promote mutually beneficial outcomes.

Training Specialist

Nike
  • Trained and mentored new personnel hired to fulfill various roles.
  • Created and implemented new training initiatives such as online modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence.
  • Ensured proper tracking in newly created databases of all students and instructors leaves, attendance, scores and overall performance.
  • Defined and articulated learning outcomes, including measurements, performance metrics and changes to improve student learning.
  • Documented participation and evaluated grasp of material for each participant.


Team Manager

Frontier Communications
  • Established and developed highly-efficient and dependable administrative team by delivering ongoing coaching and motivation while providing opportunities for career acceleration through achievements.
  • Interviewed and hired gifted professionals who brought expertise to department, which increased team’s overall value.
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Collect and analyze data to identify behaviors and create coaching plans to reduce variation for improved outcomes and goal achievement
  • Established clear benchmarks for performance and monitored individual and team progress.
  • Evaluated individual knowledge, skills, strengths and assigned team positions to maximize talent areas.
  • Created and maintained a safe and trusting environment to promote sense of belonging.

Administrative Assistant

Frontier Communications
  • Addressed escalated calls and transactions from Representatives by providing resolution.
  • Performed requisite administrative tasks, including but not limited to preparing reports, reviews and other necessary documentation.
  • Responsible for executing the Quality Performance Management Program by consistently conducting and assessing Representative interactions and transactions via recordings and observations utilizing call monitoring systems; delivers timely feedback to team members and monitors team member progress.
  • Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
  • Provided logistical support for programs, meetings and events, including room reservations, agenda preparation and calendar maintenance.
  • Coached new employees on administrative procedures, company policies and performance standards.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency and responsiveness of customer service department.
  • Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
  • Created PowerPoint presentations for business development purposes.

Trainer

Sears Home Services
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Tracked attendance and progress against goals for each participant.
  • Recognized and tapped talented staff to fill key positions and maximize productivity.
  • Assessed student needs to develop effective training plans.
  • Eliminated process gaps by implementing new methods of standardized training.
  • Identified and proactively solved internal problems related to employee turnover by revamping training approaches.
  • Recruited and trained new members of guest service team.
  • Monitored participant workflow and behaviors throughout training process.
  • Ensured long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs and language labs.

Assistant Store Manager

Subway
  • Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses.
  • Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
  • Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
  • Managed scheduling for store shifts to accomplish proper staffing at all times.
  • Maintained high levels of organization in store by directing customers and replenishing merchandise.
  • Handled customer service by dealing with complaints, organizing stock and answering customer questions.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Trained and managed associates in customer service and sales techniques.
  • Rotated merchandise and displays to feature new products and promotions.
  • Supervised associates by providing direction and instruction for stocking shelves, rotating stock and receiving deliveries.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.


Skills

Quality assurance

Team oversight

Data analysis

Organizational Skills

Call Center Operations

Training and mentoring

Software

Microsoft Word
Excel

Power Point

Microsoft Teams

Microsoft OneNote

Microsoft Outlook

Timeline

Auto Claims Adjuster

Liberty Mutual
11.2022 - Current

Claims Specialist

Liberty Mutual
05.2021 - Current

Quality Assurance Analyst

Sykes Enterprises Inc.

Travel Consultant

Sykes Enterprises - Expedia/Chase Bank Partnership

Training Specialist

Nike

Team Manager

Frontier Communications

Administrative Assistant

Frontier Communications

Trainer

Sears Home Services

Assistant Store Manager

Subway

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Gabrielle BurgosTeam Leader