Gershen Margalef
Shenandoah,TX
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Overview
17
17
years of professional experience
Work History
Customer Care Representative
Alight Solutions, AON Hewitt
The Woodlands, Texas
02.2012 - 09.2024
- Assisted employees with understanding the benefits of their 401K plan.
- Achieved utmost efficiency in addressing customer concerns and resolving issues related to 401K accounts.
- Effectively resolved and clarified concerns regarding account balances, loans, and distributions for participants.
- Reviewed requests for hardship withdrawals or loan repayments in accordance with IRS guidelines.
- Responded promptly to participant inquiries via phone or email regarding any issues related to their retirement savings accounts.
- Led 401K plan training sessions for colleagues.
- Processed enrollment requests, including data entry into system database.
- Responded to customer inquiries regarding enrollment processes in a timely manner.
Customer Service Representative
Spherion Staffing
The Woodlands, TX
09.2010 - 02.2012
- Responded to customer inquiries via telephone regarding medical, dental, and vision insurance, while simultaneously assisting in the enrollment process for health insurance.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Resolved customer complaints promptly and professionally.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
Employee Assistance Manager
Lenny's Subs
The Woodlands , Texas
01.2010 - 09.2010
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Maintained accurate records of all transactions, stock levels and employee performance metrics.
- Ensured compliance with all safety regulations throughout the store premises.
- Coordinated with vendors to secure product availability at competitive prices.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Answered customer questions and addressed problems and complaints in person and via phone.
Leasing Agent
The Parkside
The Woodlands, Texas
02.2008 - 12.2008
- Inspected vacant units and ensured they were ready for showings.
- Greeted prospective tenants, answered questions, and provided tours of the property.
- Negotiated rental agreements with potential tenants.
- Processed applications by conducting background checks and verifying references.
- Collected security deposits from new tenants.
- Resolved tenant complaints regarding maintenance or other issues in a timely manner.
- Conducted periodic inspections of units to ensure compliance with lease terms.
- Assisted in preparing legal documents such as eviction notices when necessary.
- Provided customer service to existing tenants by responding to inquiries promptly.
- Coordinated repairs and scheduled regular maintenance on rental units.
- Monitored rent collection activities and pursued delinquent accounts.
- Developed marketing strategies to attract new tenants.
- Maintained a professional attitude when dealing with difficult situations or customers.
- Performed administrative duties such as filing paperwork and updating databases.
- Participated in community events related to leasing activities or tenant relations.
- Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Conducted background checks on applicants.
- Developed strong, professional relationships with residents by delivering exemplary service and engagement.
Education
GED -
SERJobs
Houston, TX03-1994
Real Estate
Champions School of Real Estate
Houston, TXSkills
- Database Research
- Data Entry
- Appointment Scheduling
- Email correspondence
- Customer Service
- Customer Relations
- Problem Resolution
- Documentation And Reporting
- Complaint Handling
- Inbound Customer Service
- De-Escalation Techniques
- Goal Setting
- Calm Under Pressure
- Multitasking
- Customer Data Confidentiality
- Understanding Customer Needs
- Spanish Fluency
- Teamwork and Collaboration
- Call Center Operations
- Adaptability and Flexibility
- Professionalism
- Cultural Awareness
- Effective Phone Communication
- Policies and Procedures Adherence
Languages
Spanish
Proficient (C2)
C2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Care Representative
Alight Solutions, AON Hewitt
02.2012 - 09.2024
Customer Service Representative
Spherion Staffing
09.2010 - 02.2012
Employee Assistance Manager
Lenny's Subs
01.2010 - 09.2010
Leasing Agent
The Parkside
02.2008 - 12.2008
GED -
SERJobs
Real Estate
Champions School of Real Estate
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