Gabrielle Glenn
San Antonio,TX
Summary
Dynamic customer service professional with a proven track record in time management, cultivated through experience at Elite Lighting Designs and other prominent organizations. Demonstrated proficiency in Microsoft Office Suite to streamline operations and enhance client interactions, resulting in notable improvements in client satisfaction. Skilled in thriving under pressure while effectively juggling multiple priorities to consistently meet and exceed objectives.
Overview
11
11
years of professional experience
Work History
Team Leader
Catholic Church
San Antonio, TX
01.2015 - Current
- Team Leader on four young adult and teen retreats, providing a safe and nurturing place within a faith-based environment.
- Team member on over thirty young adult and teen retreats over ten years within a faith-based environment.
- Developed strategies for problem-solving among team members.
- Coordinated team activities and delegated tasks to ensure the efficient completion of the event.
- Provided coaching and feedback to team members and attendees.
- Created training materials and conducted group events.
- Assisted with recruitment efforts by interviewing potential staff and attendees.
- Established clear expectations for team members and attendees, providing guidance when needed.
- Held weekly team meetings to review updates, discuss issues, and brainstorm solutions.
- Reviewed attendee surveys and implemented strategies to improve their satisfaction at the next event.
- Maintained a positive environment that promoted collaboration among team members.
- Resolved team complaints in an effective manner while maintaining a high level of service.
- Ensured compliance with all safety regulations at the event.
Scheduler
IVologist
San Antonio, TX
02.2024 - 09.2024
- Developed and maintained scheduling procedures to ensure timely completion of projects.
- Created, updated, and monitored project schedules for multiple departments.
- Maintained accurate records of all tasks completed by the team.
- Assigned tasks to appropriate personnel based on their skill level and availability.
- Provided support in identifying critical path activities to ensure deadlines are met.
- Analyzed resource requirements for each project and identified potential conflicts or delays.
- Collaborated with senior management to develop long-term plans for future projects.
- Communicated schedule changes effectively throughout the organization when necessary.
- Provided guidance and advice on best practices related to scheduling initiatives.
- Tracked progress of ongoing projects against previously established milestones.
- Implemented new technologies or systems designed to streamline planning processes.
- Scheduled and confirmed appointments.
- Maintained positive working relationship with fellow staff and management.
- Handled incoming calls and directed callers to appropriate department or employee.
- Assisted organizational efforts by filing, entering data and answering phones.
- Maintained front desk to provide positive first impression.
- Received and distributed mail, letters and packages.
- Answered phones and routed voicemails to respective employees.
- Coordinated support to facilitate general office operations.
- Greeted guests and vendors to assist in navigating space.
- Assisted with set up for social events and food deliveries.
- Reviewed and approved vendor invoices.
- Broke down boxes for garbage and recycling.
- Offered reception coverage to relieve staff during absences or breaks.
- Stocked inventory and ordered office and kitchen supplies.
- Monitored office services mailbox for business support needs and requests.
- Encouraged and improved cross-department internal communication.
- Performed accounting or financial analysis.
- Participated in credit and collections activities.
- Provided HR administrative assistance to management team.
- Scheduled service and changed and ordered toner to keep printers and copiers functioning.
- Reserved and managed meeting room availability.
Administrative Assistant
Rhapsody Counseling
San Antonio, TX
03.2023 - 01.2024
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Processed invoices for payment using accounting software applications.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Prepared expense reports on behalf of executives in accordance with company policies and procedures.
- Conducted research online utilizing search engines such as Google or Yahoo!.
- Updated contact lists regularly when changes occur in employee status or contact information.
- Handled confidential documents in an organized fashion according to established protocol.
- Scheduled appointments between clients and customers and internal staff members.
- Developed project plans for various tasks assigned by upper management.
- Monitored progress on projects assigned by upper management.
- Managed database systems containing customer contact information.
- Answered questions from customers regarding products and services offered by the company.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Directed customer inquiries to appropriate department personnel.
- Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Handled incoming calls and directed callers to appropriate department or employee.
- Responded to customer issues to provide immediate resolution and improve retention.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
- Coordinated catering services for various functions, including sales trainings and department meetings.
- Drove customer feedback to deliver information to management for corrective action.
Customer Service Representative
Medtronic
San Antonio, TX
04.2022 - 10.2022
- Assisted patients when they called in with heart monitor issues and troubleshooting, and assisted until the issue was solved.
- Assisted with orders from patients, and assisted hospitals and various doctors' offices with any troubleshooting.
- It would take about 20 to 75 calls a day, depending on call traffic and troubleshooting issues.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Prevented key account losses by researching discrepancies and correcting problems.
- Contacted customers about potential service upgrades, new services and account changes.
- Updated system with order specifics and customer details, preferences, and billing information.
- Oversaw warranty counseling process to manage expense controls.
Sales lines associate
USAA
11.2021 - 10.2022
- Insurance sales associate.
- Knowledge of compliance.
- Knowledge of insurance.
Administrative Assistant
Elite Lighting Designs
San Antonio, TX
02.2019 - 03.2020
- Provided customer service by answering phone calls and delivering supplies.
- Promoted the company’s services through social media.
- Used a variety of software, including Microsoft Office, to accomplish daily tasks.
- Assisted the office with scheduling, filing tasks, taking meeting notes, and scheduling appointments for management.
Call Center Representative
QTC Medical Group San Antonio
04.2017 - 09.2019
- I took customer calls and provided accurate and satisfactory answers to questions and concerns.
- Successfully de-escalated situations of customer distress and handled complaints appropriately.
- Review client information and account to perform helpful troubleshooting.
Store Associate
Torrid
01.2015 - 06.2016
- Interacted with customers in front of the store.
- Assisted customers with finding items.
- Discussed styles and clothing with customers to make the sale.
- Used the registers to process payments.
Hostess
Joe’s Crab Shack
02.2014 - 07.2014
- Greet customers and direct them to their tables, ensuring wonderful customer service.
- Took and fulfilled greeting orders.
- Performed restaurant duties such as cleaning, running food, and ensuring a smooth customer experience.
- Reasons for leaving: I had to take care of a sick family member.
Education
High School Diploma -
John Marshall High School
06.2013
Escrow and Mortgage Certificate -
Wells Fargo
Skills
- Customer service
- Time management
- Call center work
- Procedure knowledge
- Microsoft Office Suite
- Multi-tasking
- Filing
- Organization
- Professional communication
- Escrow and mortgage
- Scheduling and note-taking
- Medical appointments
- Deadline management
- Staff training
- Complaint resolution
- Mentoring
- Coaching
- Safety processes and procedures
- Team Check-ins
- Leading team meetings
- Budget management
- Work Planning and Prioritization
- Giving constructive feedback
- Flexible schedule
- Expectation setting
- People management
Affiliations
- Traveler
- Ave Retreatant
- Retreat Coach
Timeline
Scheduler
IVologist
02.2024 - 09.2024
Administrative Assistant
Rhapsody Counseling
03.2023 - 01.2024
Customer Service Representative
Medtronic
04.2022 - 10.2022
Sales lines associate
USAA
11.2021 - 10.2022
Administrative Assistant
Elite Lighting Designs
02.2019 - 03.2020
Call Center Representative
QTC Medical Group San Antonio
04.2017 - 09.2019
Team Leader
Catholic Church
01.2015 - Current
Store Associate
Torrid
01.2015 - 06.2016
Hostess
Joe’s Crab Shack
02.2014 - 07.2014
High School Diploma -
John Marshall High School
Escrow and Mortgage Certificate -
Wells Fargo
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