Gabrielle Jackson-McGill
Red Oak,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Wayward IT Solutions
05.2019 - 03.2024
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered the highest quality service through the execution of
responsiveness, reliability, assurance/confidence, accuracy, and
professionalism on every interaction in a fast-paced call center. - Reviewed, implemented, and updated company records related
to team activities for future reference. - Inbound Calls and Outbound calls
- Trouble shoot common issues with Iphone, Ipad, Mac, IOS
- Probing questions to understand the root of the issue.
- Utilize company troubleshooting tools to fix issue such as:
Remote share screen (APPLE SOFTWARE) diagnostics tools,
troubleshoot articles, - Set up Store appointment requests to the Apple store.
- Maintain 88% issue resolution.
Call Center Representative
Connextions
01.2016 - 02.2019
- Inbound Calls
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
Receptionist
Xtrardinary Enterprises
01.2011 - 06.2016
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Answered central telephone system and directed calls accordingly.
- Scheduled office meetings and client appointments for staff teams.
- Helped maintain office security by monitoring visitor access and issuing badges as needed.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Routed incoming mail and messages to relevant personnel without delay.
- Managed conference room schedules to ensure efficient use of space for meetings and other events.
Education
High School Diploma -
Mount Pleasant Senior High School
06.2011
Skills
- Database Management
- Recordkeeping strengths
- Regulatory Compliance
- Record preparation
- Documentation
- Account Management
- Problem Resolution
- Critical Thinking
- Assertiveness
- Active Listening
- Building rapport
- Microsoft PowerPoint
Timeline
Customer Service Representative
Wayward IT Solutions
05.2019 - 03.2024
Call Center Representative
Connextions
01.2016 - 02.2019
Receptionist
Xtrardinary Enterprises
01.2011 - 06.2016
High School Diploma -
Mount Pleasant Senior High School
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