Gaby Castresana
Saint John
Summary
Organized professional accomplished in handling wide-ranging clerical needs in busy environments. Offers excellent writing abilities and expertise in file management. Helps keep office running smoothly with strengths in multitasking and independent problem-solving. Customer oriented, self-directed, and results-driven with well honed support skills to ensure the utmost efficiency and productivity in the workplace.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Account Representative
Brandon Boren - State Farm
06.2023 - 01.2025
- Implemented customized account plans to meet individual client needs.
- Managed high-volume accounts while maintaining exceptional attention to detail and accuracy.
- Educated clients on current promotional offerings and products using persuasive selling tact.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Account Representative
Todd Avery State Farm
04.2021 - 06.2022
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Contacted customers to assess satisfaction and current needs.
- Assisted clients in navigating complex financial and legal processes to reduce risks.
- Kept detailed records of customer interactions for optimal traceability.
- Managed a portfolio of multiple accounts, ensuring timely delivery of products and services while maintaining strong relationships with clients.
Manager's Assistant
City Wide Facility Solutions
11.2018 - 02.2019
- Freed up management for more important business by personally handling basic responses to emails and taking messages from incoming phone calls.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service.
- Elevated customer satisfaction ratings by following up with clients and resolving any issues.
- Organized meetings with new potential clients.
Payroll Clerk
Plane Tech
09.2018 - 11.2018
- Gathered timesheets to prepare weekly payroll data for processing by payroll coordinator.
- Onboarded new employees in time reporting, payroll systems, and ordered uniforms.
- Protected payroll operations and maintained employee confidence by keeping information private.
- Identified, researched and resolved issues with hours worked.
Account Clerk
BBMC Mortgage
05.2015 - 06.2018
- Processed incoming mortgage payments by phone and mail.
- Supported senior staff with administrative tasks such as scanning and filing documents.
- Applied mathematical skills to calculate totals, check figures and correct problems with physical and digital files.
- Recovered 200+ late payments from collections.
Customer Care Supervisor
Help At Home Inc.
06.2012 - 06.2013
- Oversaw 45 to 60 clients per month and progressively developed new business clients.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Tracked daily activities of homemakers and delegated tasks and responsibilities appropriately.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Recorded and maintained extensive account records regarding: billing information and scheduling.
Administrative Assistant
Solved Inc.
08.2011 - 06.2012
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
- Maintained inventory in supply closet to prevent shortages.
Server/Hostess
Olive Garden Restaurant
08.2009 - 08.2011
- Communicated effectively with patrons to establish preferences and dietary restrictions and make food and beverage recommendations.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Demonstrated ability to multi-task by managing phones, placing orders, serving phone, processing customers' payments and providing receipts.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
Education
High School Diploma -
Continental Academy
Skills
- Bilingual: Able to translate in English & Spanish
- Customer relations
- File management
- Proficient in Microsoft Office
- Issue response and resolution
- Employee training and development
- Database entry
- Recordkeeping and bookkeeping
- Invoicing and billing
Certification
- Licensed Life, Health, Property & Casualty.
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Account Representative
Brandon Boren - State Farm
06.2023 - 01.2025
Account Representative
Todd Avery State Farm
04.2021 - 06.2022
Manager's Assistant
City Wide Facility Solutions
11.2018 - 02.2019
Payroll Clerk
Plane Tech
09.2018 - 11.2018
Account Clerk
BBMC Mortgage
05.2015 - 06.2018
Customer Care Supervisor
Help At Home Inc.
06.2012 - 06.2013
Administrative Assistant
Solved Inc.
08.2011 - 06.2012
Server/Hostess
Olive Garden Restaurant
08.2009 - 08.2011
High School Diploma -
Continental Academy
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