Microsoft Office
Gabrielle Jenkins
Winterville,NC
Summary
Results-driven and multifaceted professional offering years of extensive experience with an assortment of transferable skills gained from various business-centric positions within customer service and administrative settings. Possess hands-on experience in performing a wide range of managerial operations. Detail-oriented, efficient and organized professional with extensive experience in CRM systems.
Overview
3
3
years of professional experience
1
1
Certification
Work History
CIN Support Agent
TEKsystems
07.2023 - Current
- Enhanced customer satisfaction by effectively addressing and resolving support issues.
- Streamlined support processes for increased efficiency and faster response times.
- Collaborated with cross-functional teams to identify and resolve complex customer problems.
- Maintained detailed records of customer interactions, ensuring accurate tracking and followup.
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
Supervisor
Manpower Group: Accenture Federal Services
07.2022 - 06.2023
- Creating and managing team schedules
- Helping to resolve PSR agent’s issues and disputes
- Reporting to HR and Senior management
- Evaluating the performance of agents and providing adequate feedback
- Provides customers with knowledge of retirement plans, and different products to resolve customers issues/concerns
- Utilize Salesforce to maintain marketing, customer data information, and account engagement.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
PPG Call Center Agent
Manpower Group
12.2021 - 03.2022
- Handle employee questions, exercise multitasking skills while managing multiple systems and applications
- Receive inbound calls as a Call Center Agent, assisting with uploading COVID-19 vaccination status information
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Developed expert knowledge of company products and services to provide accurate information to customers.
Customer Care Representative
Williams-Sonoma
09.2021 - 12.2021
- Handle employee questions and concerns regarding their merchandise accounts
- Receive inbound calls as a Customer Care Representative, assisting with merchandise and placing orders
- Addressing customers issues and resolving them in a timely and efficient manner
- Assist in providing customers with information about products and services, take orders, and process returns.
Tier 1 Technical Support Advisor
Kelly Connect Services: Apple
12.2020 - 02.2021
- Enter commands and observe system functioning to verify correct operations and detect errors
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
- Receive incoming calls as a Technical Support Advisor, assisting with Apple products
- Handle Technical Support questions, exercise multitasking skills managing multiple systems and applications.
- Enhanced customer satisfaction by providing timely and effective Tier 1 technical support.
- Improved first call resolution rates by actively listening to customer concerns and troubleshooting effectively.
Education
Bachelor of Science (B.S.) Criminal Justice -
North Carolina A&T State University
05.2017
Skills
- Management Skills
- Zendesk Software
- NICEinContact
- Communication
- Live Chat Support
- Support Case Manager Tool
- CRM Software
Certification
FEMA Certification
Software
Operating Systems
References
References available upon request.
Timeline
CIN Support Agent
TEKsystems
07.2023 - Current
Supervisor
Manpower Group: Accenture Federal Services
07.2022 - 06.2023
PPG Call Center Agent
Manpower Group
12.2021 - 03.2022
Customer Care Representative
Williams-Sonoma
09.2021 - 12.2021
Tier 1 Technical Support Advisor
Kelly Connect Services: Apple
12.2020 - 02.2021
Bachelor of Science (B.S.) Criminal Justice -
North Carolina A&T State University