Gabrielle Young
Orlando,United States
Summary
Accomplished Contact Center Supervisor with a proven track record at F.H. Cann & Associates, enhancing customer satisfaction and team performance through effective communication and quality assurance. Skilled in workforce management and adaptability, demonstrated by significant improvements in First Call Resolution rates. Expertise in security and customer service leadership, showcasing a versatile skill set and a commitment to excellence.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Contact Center Supervisor (Remote)
F.H. Cann & Associates
07.2024 - Current
- Lead, engage, train, and manage a team of call center reps in their day-to-day operations, ensuring that the team performs at its maximum potential
- Ensure the team provides the level of service today's consumers have come to expect
- Involved in the hiring process, including resume filtering, interviewing, and the final candidate selection
- Provide continuous training and coaching to ensure the agents are able to resolve customer issues quickly and efficiently, helping increase First Call Resolution (FCR) rates, reduce the Average Handle Times (AHT), and improve Customer Satisfaction Scores (CSAT)
Customer Service Representative (Remote)
F.H. Cann & Associates
Orlando, FL
11.2023 - 06.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Operate multiple applications, databases, and computer programs.
Hospital Security Officer
Orlando Health
Orlando, FL
02.2022 - 08.2022
- Patrolled all areas of the hospital internally and externally on foot, bicycle, and/or vehicle 24/7
- Responded to varying situations with tact and diplomacy and dealt with stressful, hostile or irrational person(s), and recommended legal action if needed
- Worked directly with law enforcement/correction officers dealing with patient/prisoner intake and status during the duration of their stay in the hospital
- Responded to threats or acts of violence towards patients, staff, and/or visitors; Enforced injunctions established by the state of Florida
Armed Security Officer
Miller & Miller Investigative and Security
Mount Dora, FL
10.2021 - 01.2022
- Provided armed security services to ensure campus safety in Central Florida institutions.
- Secured premises and personnel by patrolling property; monitored surveillance equipment; inspected buildings, equipment, and access points; permitted entry
- Prevented losses and damage by reporting irregularities; informed violators of policy and procedures, and contacted local law enforcement when necessary
Security Officer
G4S
Daytona Beach, FL
01.2021 - 10.2021
- Specialized in Quality Assurance trailer inspection for Logistics and DOT regulation in high traffic environment for major grocer
- Follow Site GMP standards and FSMA, FDA, USDA, DOT regulations for food Quality Assurance
- Strong Conflict Management
- Member of National Rapid Response Team ready for deployment
Education
Administrative Office Management Certification
Seminole State College of Florida
Certificate Of Technical Studies - National Fire And Emergency Services Program
Seminole State College of Florida
04.2024
Skills
- Customer Service Leadership
- Quality Assurance
- Communications skills
- Workforce Management
- Effective communication
- Adaptability and flexibility
Certification
Leading with Vision
- Skills covered: Leadership; LinkedIn Learning: Project Management Institute (PMI) Authorized Training Partner; Feb 2025
Military Service
Army, United States, E-4, 09/01/10, 02/28/14, 25Q- Multichannel Transmission Systems Operator Maintainer, Multichannel Transmission Systems Operator Maintainer - Deployment: Operation Iraqi Freedom, Operation New Dawn, Iraq and Kuwait 06/01/11, 07/31/12. Honorably Discharged.
Timeline
Contact Center Supervisor (Remote)
F.H. Cann & Associates
07.2024 - Current
Customer Service Representative (Remote)
F.H. Cann & Associates
11.2023 - 06.2024
Hospital Security Officer
Orlando Health
02.2022 - 08.2022
Armed Security Officer
Miller & Miller Investigative and Security
10.2021 - 01.2022
Security Officer
G4S
01.2021 - 10.2021
Administrative Office Management Certification
Seminole State College of Florida
Certificate Of Technical Studies - National Fire And Emergency Services Program
Seminole State College of Florida