Gelisa Giles
Milwaukee,WI
Summary
Driven by a passion for excellence in customer service, I honed my skills at Comcast, where I elevated customer satisfaction by 25% through advanced CRM techniques and adept conflict resolution. My proficiency in data entry complements my ability to resolve customer inquiries efficiently.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Home Depot Benefits Special
Milwaukee, WI
10.2025 - 02.2027
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support.
- Worked flexible hours across night, weekend, and holiday shifts.
Correctional Officer
Wisconsin Department Of Natural Resources
Milwaukee, WI
09.2023 - 04.2025
- Implemented and enforced facility rules and regulations to ensure safety and security of inmates.
- Collaborated with law enforcement agencies during emergency situations to manage incidents effectively.
- Developed and implemented strategies for conflict resolution among inmates, promoting a safer environment.
Lead Daycare Teacher
Tomorrow Future
Milwaukee, WI
07.2019 - 09.2023
- Developed and implemented age-appropriate lesson plans to enhance children's learning experiences.
- Supervised classroom activities, ensuring compliance with safety and educational standards.
- Fostered a nurturing environment that encouraged social, emotional, and cognitive growth in children.
Customer Service Representative
Comcast
04.2017 - 05.2019
- Advanced and resolved an average of 110 customer inquiries daily, achieving a first-call resolution rate of 87%.
- Achieved customer satisfaction scores 25% through effective problem-solving and performance metrics.
- Provided technical support for TV, internet, and phone services, consistently troubleshooting and resolving 85% of technical issues without the need for technician visits.
- Educated customers on new products and services by developing and implementing new improvements, resulting in a 10% reduction in call handling time.
Call Center Representative
Xerox
Madison, MS
08.2013 - 02.2015
- Provided exceptional customer service by resolving over 95% of customer inquiries on the first call, consistently exceeding the company’s target of 85%.
- Utilized CRM software to track and manage customer data, ensuring an accurate and consistent resolution of customer.
- Consistently met and exceeded performance metrics, including call quality scores (85%), attendance (95%), and adherence to schedule (97%).
Education
High School Diploma - General Studies
Yates City High School
Yazoo City Ms05.2012
Skills
Appointment Scheduling
Conflict Resolution
Medical Terminology Knowledge
Account Management
Live chat support
Data Entry
Active Listening
Customer Relationship Management (CRM)
Order Tracking
De-escalation Techniques
Product Knowledge
Timeline
Customer Care Representative
Home Depot Benefits Special
10.2025 - 02.2027
Correctional Officer
Wisconsin Department Of Natural Resources
09.2023 - 04.2025
Lead Daycare Teacher
Tomorrow Future
07.2019 - 09.2023
Customer Service Representative
Comcast
04.2017 - 05.2019
Call Center Representative
Xerox
08.2013 - 02.2015
High School Diploma - General Studies
Yates City High School
Certification
- Conducted media service representative and technical support representative 09/2004
- AAT 09/2002-09/2004
- Advanced call center technologies, 09/2015, 12/2015Call center representative from home, 09/2016, 12/2016Call center representation, 09/2019, 09/2019Reception, 10/2017Assembly headquarters, 07/2014, 09/2014Inspection fun at, 09/2014, 09/2019Packaging houseimpact