Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gia Council

Dundalk,MD

Summary

Dynamic customer service professional with extensive call center experience at Transcore, adept at complaint handling and CRM software. Proven ability to enhance customer loyalty through empathetic conflict resolution and effective communication. Recognized for boosting retention rates and maintaining professionalism in high-pressure situations, ensuring exceptional service delivery.

Overview

10
10
years of professional experience

Work History

CSR - Call Center

Transcore
07.2025 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from customers.
  • Demonstrated versatility in administrative tasks including data entry, payment processing, report generation, and document management – helping maintain smooth office operations overall.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Enhanced customer satisfaction by efficiently processing payment transactions and resolving issues.
  • Provided exceptional customer service by addressing client concerns promptly and effectively during the typing process.

CSR - Call Center

Med Alert
05.2025 - 07.2025
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Boosted sales by consistently engaging with customers and addressing their needs effectively.
  • Negotiated contracts skillfully, securing favorable terms for both company and client.
  • Enhanced product knowledge by attending training sessions and staying current with industry trends.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Utilized POS system proficiently for order inputting and processing payments accurately.

BDC - Call Center

MileOne
12.2024 - 04.2025
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Mastered multiple software applications used within the call center environment, enabling enhanced multitasking capabilities during calls.
  • Inbound and outbound over 150 calls per shift to meet fast-paced call center demands.
  • Monitored metrics regularly, identifying trends or issues that may impact overall performance levels.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Ensured customer satisfaction with completed work through follow-up communication after service appointments were completed.
  • Enhanced workplace efficiency by assisting with administrative tasks such as data entry, filing paperwork, managing emails, text messages, calls, and transferring calls.

RBT - Center Base

Optimal Beginnings
04.2024 - 11.2024
  • Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
  • Intervened with clients' challenging behaviors by reinforcing therapeutic alternatives and coping mechanisms.
  • Learned specialized behavior approaches to implement behavioral strategies.
  • Received ongoing supervision from Board Certified Behavior Analysts to refine professional skills and knowledge.
  • Supported families in understanding and applying behavioral strategies within the home environment.
  • Assisted in modifying behavior intervention plans based on data analysis and client progress reports.
  • Participated in parent training sessions, empowering caregivers with essential tools for supporting their child''s growth.
  • Communicated effectively with multidisciplinary teams including speech therapists, occupational therapists, and educators for holistic client support.
  • Conducted functional behavior assessments to identify triggers and patterns of challenging behaviors.
  • Adhered to ethical guidelines outlined by the Behavior Analyst Certification Board, ensuring quality care delivery across all cases.
  • Delivered compassionate patient care, focusing on safety, comfort and emotional support.
  • Supported patient confidentiality in accordance with HIPAA regulations.
  • Improved communication skills in autistic children by utilizing evidence-based practices.
  • Fostered strong relationships with clients'' families, fostering trust and open communication vital for successful outcomes.
  • Reduced challenging behaviors through the implementation of positive reinforcement strategies.
  • Maintained a safe, structured learning environment conducive to the individual success of each client.

MH Tech II

Discovery Behavioral Health
08.2023 - 08.2024
  • Performed scheduled patient safety checks and documented results to establish patients' well-being.
  • Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
  • Provided crisis intervention and de-escalation techniques for patients experiencing emotional distress or exhibiting aggressive behaviors.
  • Applied de-escalation and limit-setting techniques to promote patient cooperation.
  • Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
  • Developed and maintained positive relationships with clients to create safe and supportive environment.
  • Maintained detailed records of patient interactions, ensuring accurate documentation for future reference.
  • Developed strong rapport with patients, establishing trust and fostering positive relationships conducive to healing.
  • Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
  • Monitored patients'' progress, documenting changes in behavior and updating treatment plans accordingly.
  • Supported patients needing medical care to relieve patient anxiety and promote positive outcomes.
  • Charted on each patient daily.
  • Provided therapeutic activities to assist with patient development.
  • Administered medications ; tracked dosages and managed patient behavior.
  • Counseled and mentored clients on substance use and life choices.
  • Treated clients and families with respect and dignity.
  • Assisted in development of therapeutic activities for patients.
  • Organized recreational activities to assist in patient recovery.
  • Collaborated closely with mental health professionals with treatment plan implementation.
  • Led group therapy sessions, fostering community of support among patients.
  • Utilized diverse therapeutic approaches tailored to individual client needs such as cognitive-behavioral therapy or emotionally-focused therapy.
  • Maintained compliance with local food safety regulations through routine inspections of storage areas and cooking equipment.
  • Maintained consistent cooking temperatures across all dishes through diligent monitoring of oven settings and cook times.
  • Raised awareness about healthy eating habits among residents through informative presentations and cooking demonstrations.
  • Supported residents in achieving greater independence by teaching life skills such as cooking, cleaning, budgeting, and selfadvocacy.

RBT - In Home

Breakthru Services
11.2022 - 06.2024
  • Reduced challenging behaviors through the implementation of positive reinforcement strategies.
  • Received ongoing supervision from Board Certified Behavior Analysts to refine professional skills and knowledge.
  • Fostered strong relationships with clients'' families, fostering trust and open communication vital for successful outcomes.
  • Supported families in understanding and applying behavioral strategies within the home environment.
  • Improved communication skills in autistic children by utilizing evidence-based practices.
  • Implemented skill acquisition programs tailored to each client''s unique needs and abilities.
  • Maintained a safe, structured learning environment conducive to the individual success of each client.
  • Assisted in modifying behavior intervention plans based on data analysis and client progress reports.
  • Increased independence in daily living tasks by providing consistent skill development support.
  • Documented behavioral data accurately, contributing to better-informed treatment adjustments.
  • Participated in parent training sessions, empowering caregivers with essential tools for supporting their child''s growth.
  • Communicated effectively with multidisciplinary teams including speech therapists, occupational therapists, and educators for holistic client support.
  • Utilized visual supports and social stories to facilitate understanding of complex concepts for clients with diverse needs.
  • Conducted functional behavior assessments to identify triggers and patterns of challenging behaviors.
  • Adhered to ethical guidelines outlined by the Behavior Analyst Certification Board, ensuring quality care delivery across all cases.
  • Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
  • Intervened with clients' challenging behaviors by reinforcing therapeutic alternatives and coping mechanisms.
  • Learned specialized behavior approaches to implement behavioral strategies.
  • Delivered compassionate patient care, focusing on safety, comfort and emotional support.
  • Provided crisis intervention support as needed, prioritizing the safety and well-being of all involved parties.
  • Used Central Reach to document patient information, progress notes, and treatment plans.

RBT - Center Base

Ally Behavior
03.2022 - 03.2023
  • Adapted instructional methods according to each client''s learning style, maximizing progress towards goals.
  • Promoted socialization and peer interaction with group activities and play-based learning.
  • Collaborated with clinical team to develop comprehensive treatment plans for clients.
  • Supported client using principles of applied behavior analysis.
  • Kept accurate records by documenting progress and adhering to prescribed behavior plan.
  • Used Central Reach to document patient information, progress notes, and treatment plans.
  • Supported patient confidentiality in accordance with HIPAA regulations.
  • Participated in patient education, helping to reinforce concepts and treatment plans.
  • Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
  • Intervened with clients' challenging behaviors by reinforcing therapeutic alternatives and coping mechanisms.
  • Learned specialized behavior approaches to implement behavioral strategies.
  • Delivered compassionate patient care, focusing on safety, comfort and emotional support.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Learned and adapted quickly to new technology and software applications.
  • Passionate about learning and committed to continual improvement.
  • Received ongoing supervision from Board Certified Behavior Analysts to refine professional skills and knowledge.
  • Supported families in understanding and applying behavioral strategies within the home environment.
  • Assisted in modifying behavior intervention plans based on data analysis and client progress reports.
  • Participated in parent training sessions, empowering caregivers with essential tools for supporting their child''s growth.
  • Communicated effectively with multidisciplinary teams including speech therapists, occupational therapists, and educators for holistic client support.
  • Conducted functional behavior assessments to identify triggers and patterns of challenging behaviors.
  • Adhered to ethical guidelines outlined by the Behavior Analyst Certification Board, ensuring quality care delivery across all cases.

Supervisor - Dispatcher

E.House Executive Security Professionals
12.2018 - 01.2022
  • Maintained security and watched for irregular or unusual conditions to avoid security concerns or safety hazards.
  • Ensured proper functioning of security equipment by conducting routine inspections and timely maintenance, maintaining a high level of readiness for any potential security threats.
  • Managed and supervised security force personnel and duties.
  • Monitored CCTV cameras and alarm systems for security breaches.
  • Cooperated with security personnel and law enforcement to share information and coordinate responses to security incidents.
  • Reviewed security policies and procedures regularly, making updates as necessary to maintain a strong security posture.
  • Followed company, safety, security policies, and procedures.
  • Improved overall security posture through regular monitoring, analysis, and reporting of security logs.
  • Aided in the development of enhanced security protocols for base access control points, streamlining the entry process while upholding high security standards.
  • Utilized security systems and CCTV to monitor store activities and detect possible security incidents.
  • Participated actively in team meetings to share insights and learn from the experiences of fellow security officers, fostering continuous improvement in the overall security program.
  • Streamlined executive communication by managing email correspondence answering phone calls
  • Oversaw training, scheduling and support.
  • Improved operations by implementing efficient scheduling and staff allocation.
  • Provided exceptional customer service while addressing concerns from residents, visitors, and staff members.
  • Enforced parking regulations within assigned zones by issuing citations as needed while maintaining a fair approach towards violators'' circumstances if applicable.
  • Responded professionally to alarms or calls for assistance, assessing the situation quickly before taking appropriate action in line with policies and procedures.
  • Conducted regular maintenance checks on patrol vehicles and equipment to ensure optimal performance during patrols, reporting any issues promptly.
  • Performed routine checks of building entrances, exits, and perimeters to ensure optimal safety standards were upheld consistently.
  • Reduced incidents of theft and vandalism by maintaining a visible presence and proactive approach.
  • Assisted in emergency situations, providing immediate support to first responders and evacuating affected individuals safely.
  • Participated in ongoing training sessions to stay current on industry best practices and maintain peak job performance levels.
  • Maintained communication with dispatch center during patrols, efficiently relaying critical information to appropriate parties.
  • Utilized technology efficiently, including GPS devices and mobile applications for logging patrol data accurately in real-time during shifts.
  • Exhibited excellent problem-solving skills when faced with complex or high-pressure situations requiring quick decisions under pressure.
  • Developed strong relationships with local law enforcement agencies, promoting collaboration on investigations and crime prevention efforts.
  • Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
  • Responded quickly to incidents and assessed active situations for security concerns.
  • Provided appearances in court proceedings.
  • Performed rescue functions at accidents, emergencies and disasters by directing traffic and administering emergency medical aid.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Directed dispatching, routing, and tracking of suspects to officers
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
  • Adapted quickly to changing situations, ensuring uninterrupted dispatch operations during emergencies.
  • Analyzed call patterns to predict peak times, adjusting staffing levels accordingly for optimal coverage.
  • Contacted police, fire and ambulance in emergency situations to coordinate proper response.
  • Leveraged two-way radio or telephone to dispatch security officers or other personnel.
  • Reduced false alarms by accurately verifying alarm activations through CCTV monitoring and communication with site personnel.
  • Trained new dispatchers on company protocols, software systems, and effective communication techniques for better team performance.
  • Managed multiple phone lines simultaneously while prioritizing urgent calls for service from clients and officers in the field.
  • Conducted regular audits of dispatcher call logs to identify areas for improvement in response times and accuracy of information relayed to officers.

Receptionist - Assistant

Salon Cielo
01.2019 - 01.2020
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, text messages and walk-in clients.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Optimized inventory control, reducing waste and improving costefficiency.
  • Checked inventory levels and placed supply orders.
  • Restocked anesthesia carts following approved inventory checklist.
  • Optimized inventory management with strategic forecasting, resulting in reduced stockouts and excess inventory.
  • Tracked inventory levels closely to prevent stockouts or excess inventory while maintaining adequate supplies for ongoing projects.
  • Conducted periodic audits to verify inventory accuracy.
  • Increased repeat business through the establishment of strong rapport with customers and effective follow-up strategies.
  • Issued receipts and processed refunds, credits, or exchanges.
  • Supported visual merchandising initiatives by creating eye-catching displays that showcased current trends and products effectively.
  • Collaborated with team members to complete stocking tasks quickly and accurately.
  • Enhanced product knowledge through continuous training and professional development opportunities.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Built relationships with customers and community to promote long term business growth.
  • Assisted floor hands in cleaning and maintaining floor.
  • Travel to work different locations

Cashier - Stocker - Production - Fitting Room Op

Unique Thrift Store
01.2016 - 01.2018
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
  • Improved store atmosphere with thorough and prompt cleaning of checkout area.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Set up new sales displays each week with fresh merchandise.
  • Updated logs and completed production reports.
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Refunded payments for returned items, processed exchanges, and offered store credit to achieve customer satisfaction.
  • Supported the onboarding of new hires by sharing industry insights, product knowledge, and best practices in fine jewelry sales and service.
  • Increased sales revenue by effectively showcasing and promoting high-quality fine jewelry pieces to potential clients.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Reduced wait times for customers with efficient management of fitting room queues.
  • Conducted regular inspections of fitting rooms, ensuring all amenities were functioning properly for optimal guest experience.
  • Leveraged strong communication skills to relay important information between staff members and management effectively.
  • Streamlined fitting room operations for increased efficiency by maintaining cleanliness and organization.
  • Managed returns process efficiently, promptly processing transactions for improved customer satisfaction rates.

Education

High School Diploma -

Springbrook High School
Silver Spring, MD
08-2016

Skills

  • Call center experience
  • Customer focus
  • Complaint handling
  • CRM software
  • Data entry
  • Scheduling
  • Administrative support
  • Microsoft Excel
  • Coordination
  • Clerical support
  • Process optimization
  • Order processing

Timeline

CSR - Call Center

Transcore
07.2025 - Current

CSR - Call Center

Med Alert
05.2025 - 07.2025

BDC - Call Center

MileOne
12.2024 - 04.2025

RBT - Center Base

Optimal Beginnings
04.2024 - 11.2024

MH Tech II

Discovery Behavioral Health
08.2023 - 08.2024

RBT - In Home

Breakthru Services
11.2022 - 06.2024

RBT - Center Base

Ally Behavior
03.2022 - 03.2023

Receptionist - Assistant

Salon Cielo
01.2019 - 01.2020

Supervisor - Dispatcher

E.House Executive Security Professionals
12.2018 - 01.2022

Cashier - Stocker - Production - Fitting Room Op

Unique Thrift Store
01.2016 - 01.2018

High School Diploma -

Springbrook High School

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