Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Gabrielle Howard

Jacksonville,FL

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Call Center Representative

UF Health Jacksonville
04.2020 - 04.2023
  • Managed high call volumes E.G 100 incoming calls while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

License Healthcare Agent

GuideWell Connect
01.2017 - 03.2020
  • Answered 70-100 inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
  • Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
  • Reported policy changes and company conditions affecting customer satisfaction.
  • Developed sales leads from direct referrals, networking and targeted marketing campaigns.
  • Ensured compliance with state and federal regulations, maintaining accurate records of all client interactions.

Sales Manager

Five Star Cellular
08.2010 - 12.2017
  • Handled customer relations issues, enabling quick resolution, and client satisfaction answering between 10-30 emails per day.
  • Built long-lasting client relationships through excellent customer service and consistent follow ups.
  • Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
  • Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
  • Maintained ethical and positive working environment to reduce turnover and promote high retention rates.

Education

High School Diploma -

Penn Foster Career School
Scranton, PA
06.2015

Skills

  • Problem-solving skills
  • Customer Support
  • Data Entry
  • Resolving issues
  • Goals and performance
  • Relationship Building
  • Leadership
  • Organizational skill

Certification

  • Licensed Health care agent


Timeline

Call Center Representative

UF Health Jacksonville
04.2020 - 04.2023

License Healthcare Agent

GuideWell Connect
01.2017 - 03.2020

Sales Manager

Five Star Cellular
08.2010 - 12.2017

High School Diploma -

Penn Foster Career School

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Gabrielle Howard