Gabrielle J.W. Hurt
Huntsville,AL
Summary
Dedicated and detail-oriented professional with a strong background in customer service and a growing focus on administrative support. Known for excellent communication, time management, and organizational skills. Passionate about planning, problem-solving, and creating efficient systems to support smooth day-to-day operations. Proactive and dependable, with a proven ability to anticipate needs, manage tasks independently, and contribute to a productive team environment.
Overview
13
13
years of professional experience
Work History
Substitute Teacher
Madison County School System
10.2024 - Current
- Provided temporary instruction in classrooms across multiple grade levels, maintaining continuity of learning in the absence of full-time teachers
- Followed lesson plans, prepared classroom activities, and ensured students remained engaged and focused on assigned tasks
- Adapted quickly to new subjects, grade levels and classroom environments, demonstrating flexibility and strong problem solving skills
- Maintained accurate records of student attendance and performance, as well as communicated any noteworthy issues to regular teachers
- Fostered a positive, inclusive atmosphere for students of diverse backgrounds and learning needs
Provider Associate
Blue Cross Blue Shield of Alabama
01.2022 - 06.2024
- Managed a 40-hour workweek, handling high-volume inbound calls while maintaining a 95% call quality score over six months by increasing call efficiency and accurately quoting coverage benefits
- Streamlined call flow and reduced call time by delivering clear and concise information, resulting in an improved customer experience and higher productivity
- Exceeded customer satisfaction goals by 30% within six months by offering fast, kind, and courteous service to healthcare providers
- Proactively listened to physicians’ questions and concerns, demonstrating empathy and effective problem-solving to resolve issues efficiently
- Demonstrated exceptional de-escalation skills by respectfully addressing and resolving complaints in a timely manner
- Performed administrative duties, including scheduling updates and memorizing company services, rules, and policies to ensure smooth daily operations
- Contributed to a team effort that handled third-party calls, filtering traffic from the main provider customer service line and ensuring service excellence across all calls
Integrated Solutions Manager
AT&T Mobility
06.2012 - 02.2021
- Worked a 50-hour work week, delivering exceptional white glove customer service by conducting in-home personal consultations for existing telecommunications customers
- Recommending, offering, and closing sales for additional wireless products, contributing to revenue growth while ensuring customer satisfaction
- Assisted customers with setting up new wireless equipment, accessories, and accounts directly in their homes, ensuring a smooth and seamless transition
- Reviewed and educated customers on agreements, terms of service, and any updates or changes to their plans to ensure complete understanding
- Consulted and addressed customer inquiries related to maintenance, bill reviews, discounts, and perks, providing clear and accurate information
- Provided subject matter expertise for technical issues relating to wireless services, assisting customers in troubleshooting and resolving product-related concerns
- Managed $15,000 in company assets, ensuring all equipment and materials were tracked, handled responsibly, and returned properly
Customer Lifecycle Management Representative
AT&T Mobility
06.2012 - 02.2021
- Achieved customer satisfaction metrics consistently by presenting a friendly personality and providing excellent service to every customer
- Increased profits by effectively communicating the benefits and value of additional products and services to customers
- Tailored wireless accounts to meet customers' specific financial needs, helping them find affordable solutions without compromising service
- Scheduled plan changes and payment arrangements, ensuring customers had access to the options that best suited their budgets and preferences
- Empowered team members by implementing job aids and sharing strategies to help them meet and exceed daily metric goals, fostering a collaborative and successful work environment
- Participated in outbound campaigns, proactively reaching out to customers to ensure they were satisfied with their services and addressing any concerns
Education
Bachelor of Science Degree - Sport and Fitness Management
Troy University
01.2011
Skills
- Microsoft Office
- Oral and written communication
- Customer Service Relationship Management
- Human Relations
- Financial Needs Assessment
- Customer Outreach
- Active Listening & Conflict Resolution
- Scheduling & Administrative Support
- Classroom management
- Adaptable
- Relationship building and management
Timeline
Substitute Teacher
Madison County School System
10.2024 - Current
Provider Associate
Blue Cross Blue Shield of Alabama
01.2022 - 06.2024
Integrated Solutions Manager
AT&T Mobility
06.2012 - 02.2021
Customer Lifecycle Management Representative
AT&T Mobility
06.2012 - 02.2021
Bachelor of Science Degree - Sport and Fitness Management
Troy University
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