Hi, I’m
Gail Laskin
Customer Service Representative
Hemet,CA
Overview
7
years of professional experience
Work History
Smart Financial
Contact Center Representative
05.2021 - 11.2025
Job overview
- Managed high-volume inbound calls, ensuring timely and effective customer service responses.
- Resolved customer inquiries and issues using company-specific software and protocols.
- Maintained up-to-date knowledge of financial products to provide accurate information during interactions.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Contributed to continuous improvement initiatives, implementing feedback from supervisors and peers to enhance personal performance.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Responded proactively and positively to rapid change.
Hop, Skip, Drive
Care Driver
02.2019 - 04.2021
Job overview
- Managed high-volume inbound calls, ensuring timely and effective customer service responses.
- Resolved customer inquiries and issues using company-specific software and protocols.
- Maintained up-to-date knowledge of financial products to provide accurate information during interactions.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Contributed to continuous improvement initiatives, implementing feedback from supervisors and peers to enhance personal performance.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Reduced handle time by quickly identifying customer needs and providing accurate information.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Responded proactively and positively to rapid change.
Education
Fullerton CollegeFullerton, CA
No Degree from Art History
Skills
- Complaint resolution
- Call handling
- Script adherence
- Customer service
- Building rapport
- Product upselling
- Technical troubleshooting
- Call center customer service
- Customer communications
- Answering questions
- Customer support
- Communicating with clients
- Product knowledge
- Interpersonal skills
- Call control
- Calm disposition
- Call logging
- Professional phone voice
- Call control skills
- Policies and procedures adherence
- De-escalation techniques
Timeline
Contact Center Representative
Smart Financial
05.2021 - 11.2025
Care Driver
Hop, Skip, Drive
02.2019 - 04.2021
Fullerton College
No Degree from Art History