Gabrielle Wallace
Stockton,CA
Summary
Dedicated professional with a bachelor's degree in sociology, specializing in customer service, administrative support, and conflict resolution. Proven ability to maintain organization and adaptability in fast-paced environments. Committed to delivering exceptional service and fostering collaboration among students, families, and staff.
Overview
9
9
years of professional experience
Work History
Customer Support Specialist
Unit Finance
11.2022 - 06.2026
- Delivered high-quality support to fintech partners and end users via email, chat, and CRM platforms, achieving timely and empathetic resolution of complex account and technical inquiries.
- Handled escalations related to payments, card transactions, and account verification while ensuring adherence to banking and federal compliance (KYC/AML).
- Coordinated with Product, Compliance, and Engineering teams to identify bugs and streamline support workflows, improving overall customer experience.
- Translate API and backend technical documentation into actionable guidance for non-technical clients.
Tier 2 Support Specialist/Team Lead
Nearside
Phoenix, USA
10.2021 - 09.2022
- Resolve complex customer complaints with a 95% first-contact resolution rate, increasing customer loyalty and retention.
- Interpreted policies and guidelines, making decisions that enhanced customer retention and supported revenue growth.
- Cultivate and manage key stakeholder relationships, serving as the liaison between external clients and internal teams to accelerate resolutions.
- Directed and coached team members to ensure prompt, accurate, and professional responses to all customer inquiries.
- Spearheaded process documentation and procedural improvements that streamlined service delivery for staff and customers.
- Phoenix, AZ
Office Assistant
University of the Pacific
Stockton, USA
05.2019 - 05.2020
- Drafted letters, correspondence, special reports, and emails using standard software to ensure clarity and professionalism.
- Managed department records electronically and manually to ensure accurate and accessible information.
- Executed administrative duties for the department, applying knowledge of unit policies and procedures to support operations.
Coach
Sports for Learning
Stockton, USA
02.2018 - 06.2018
- Encouraged teamwork and physical fitness by facilitating enjoyable soccer variations for students.
- Modeled appropriate behaviors to provide students with positive examples for learning.
- Implemented daily STEM lessons using engaging games to enhance student learning.
Tutor Clerk
University of the Pacific
Stockton, USA
04.2017 - 05.2018
- Coordinated tutoring appointments for the General Tutoring and Academic Center, ensuring students received timely support.
- Supported students by providing guidance on selecting beneficial study materials. to help them find the best resources for them.
- Answered incoming phone calls and delivered accurate information to inquiries, ensuring effective communication within the tutoring center. within the Tutoring Center.
2-1-1 Call Specialist
Family Resource and Referral
Stockton, USA
07.2017 - 02.2018
- Answered phone calls from San Joaquin County residents, providing assistance and information. from all San Joaquin County callers.
- Referred local services to individuals in need, connecting them with vital resources.
- Attended outreach events to raise community awareness of 2-1-1 services and their benefits.
- Updated 2-1-1 San Joaquin’s Facebook page with information on services and upcoming community events to engage the public.
Education
Bachelors of Arts - Sociology
University of The Pacific
Stockton, CA05-2020
Skills
- KYC/AML compliance
- CRM platforms
- Client management
- Escalation management
- Customer retention
- Stakeholder management
- Process mapping
- Technical support
- Conflict resolution
- Clear communication
- Team development
- Client communication
- Compliance adherence
Community Service
- Diaper Drive, 02/20, 04/20, Raise awareness of the diaper need on Stockton’s University Of The Pacific campus and combat the diaper need in Stockton by collecting diapers and other necessities for babies and toddlers., Organized and coordinated a month-long diaper drive on campus., Created 5 informational donation stations to put around campus to generate more donations., Collaborated with the Sociology department to optimize participation in the drive.
- Community Involvement Program (CIP), 08/16, 05/20, Active Member, Work with other active members to organize community events., Coordinated and participated in reading books to children at Family Day at the Park., Outreach to High Schools and present on the program to encourage young students to be a part of CIP.
- Chase Your Dreams Mentoring Project, 10/16, 05/19, Mentor, Mentor students grades 4-6 to promote higher education and civic engagement., Develop curriculum targeted towards underrepresented youth in Stockton’s community., Implement curriculum in various activities with the goal of developing academic skills in math, science, writing, and personal skills in engagement, responsibility, and accountability.
- YMCA, 11/15, 01/16, Classroom Assistant, Helped after school teacher implement daily lesson plans., Tutored students in various subject areas such as math, English, and science.
Timeline
Customer Support Specialist
Unit Finance
11.2022 - 06.2026
Tier 2 Support Specialist/Team Lead
Nearside
10.2021 - 09.2022
Office Assistant
University of the Pacific
05.2019 - 05.2020
Coach
Sports for Learning
02.2018 - 06.2018
2-1-1 Call Specialist
Family Resource and Referral
07.2017 - 02.2018
Tutor Clerk
University of the Pacific
04.2017 - 05.2018
Bachelors of Arts - Sociology
University of The Pacific