Gabrielle White
Cash App / Block Inc.
Payson
3
years of professional experience
Resourceful and results-driven Lending Operations Supervisor with a strong background in customer escalations, financial service workflows, and team leadership. Proven track record in high-volume, fast-paced environments, applying data-backed insights to optimize queue management and operational processes. Adept at cross-functional communication, de-escalation, and driving high-impact problem resolution with clarity, empathy, and tenacity.
Work History
Lending Operations - Escalations Supervisor
2 Years 8 Months- Supervised complex lending escalation queues, ensuring timely resolution of high-priority customer concerns while maintaining strict compliance with financial regulations.
- Analyzed operational and customer data using Looker and Snowflake to identify process bottlenecks, improve team workflows, and enhance resolution efficiency.
- De-escalated high-friction customer inquiries across written, email, and chat channels with empathy, accuracy, and clear communication.
- Partnered cross-functionally across operations and product teams to refine internal documentation, streamline escalation pathways, and enhance the overall user experience.
- Utilized Salesforce and Google Suite tools to maintain high accuracy in case tracking, report operational metrics, and prioritize critical support tickets.
Education
Associate of Science - Criminal Justice
GPA: 3.9
Skills
Operations & Leadership: Workflow & Queue Management
Escalation Management
De-escalation & Conflict Resolution
Process Improvement
Communication: Written & Cross-Channel Communication
Active Listening
Internal Documentation & Knowledge Management
Technical Skills: Looker
Snowflake
Salesforce
Excel
Google Sheets
Google Analytics
Slack
Timeline
Lending Operations - Escalations Supervisor
Cash App / Block Inc.
09.2021 - 05.2024Read More
Utah Valley University
Associate of Science from Criminal Justice
Read More